Spotify Dropping out, Other Music Services OK

@John G 

Hi John, thanks for getting back to me.

I’ve done as you asked, with an extra diagnostic before reboot: one for playing from Spotify App and another playing Spotify via the Sonos app. Throughout all this Spotify itself was working fine on the source device (Pixel phone)

Diagnostic 1: 874442525 (after total failure to play to Beam from Spotify App)

Diagnostic 2: 2071772842 (after playing Spotify to Beam via Sonos App - failed after 1 song, then couldn’t connect again - showing error “the connection to Spotify was lost”)

Diagnostic after reboot: 1253238172

Since reboot its totally failed to play anything on any Sonos device from Spotify via Sonos or Spotify App. Sonos Radio works fine though.

Network devices:

BT Modem - Huawei EchoLife HG612

Netgear Orbi router RBR40

2 x Orbi satellites RBW30

2 x TP-Link Ethernet Home Plugs - TLPA411

EE Nokia Siemens UMTS Femtocell Access Point - FAPr-hsp 5000

Hope you can find out what the issue is.

Cheers

Malc

@Malcatron Thank you for the follow up information and the diagnostic report numbers. As previously mentioned this likely due to your network and configuration with using a BT combo modem/router with your Netgear Orbi router and the TP-Link POE. the POE devices are not recommend to use with Sonos as they have no internal clock to control the traffic. We are seeing interference to your room names Kitchen and the rears in your surrounds. You would want to address any way you can eliminate or reduce wifi interference in your home environment and wifi network.

I would also ask as another test to temporarily Ethernet wire your Kitchen unit into the main Orbi router and re-boot your other Sonos products off/on for 15 seconds. This will allow Sonos to use Sonosnet from the Orbi router. Next, just testing your music services for about 30 minutes and reply back with the testing results and one more diagnostic report number when playing. Part of what we are seeing is underflow issues for Sonos trying to talk/stream on the network wirelessly. I would not say that it is the BT Router or Orbi but just how we are allowed to communicate on the wifi connection.

If you are not having the issues when wired to the network and you cannot keep your Kitchen unit wired to the main Orbi you would want to look into setting up our Sonos Boost or looking into the IKEA products like the bookshelf unit. Just like the Boost, which is not a speaker, you can wire the bookshelf product to the router for Sonosnet and use it as a speaker. I believe our Boost and the bookshelf are about the same in cost.

Never mind.  I am still getting dropouts - just less often.

@Malcatron Thank you for the follow up information and the diagnostic report. This will come down to what you can adjust or control in your environment for reducing wifi interference. Knowing that you are working better with Sonosnet you could keep your Beam as the wired product to your Netgear Orbi or look at the previously mentioned Sonos Boost or IKEA Bookshelf products as the one wired to the router. You have the option of Airplay with your Beam already when using an iOS device so if you could not use a speaker where the router is I would go with the Boost.

@Airgetlam I understand that, I was just saying I’d like to know what it is that has changed, as nothing within my own home has changed (aside from software/firmware updates). No new devices have been introduced and nothing has physically moved. 

As I said, it all seems to work now that one of my Sonos devices is wired, so it was purely curiosity on my part to understand why the issue occurred. Also the fact that the problem is isolated to just Spotify clearly indicates that there is something intolerant with its connectivity.

I have the same issue with Spotify skipping to next song, was fine for 2 years, just started about a month ago. Diagnostic number 1657836356 have rebooted router with no difference. 

Thanks

Doug 

@Doug Rees Thank you for bringing your concerns to us here and welcome to the Sonos Community. I understand that you are describing issues with how your Spotify is playing on your Sonos system. What happened after trying the steps in the posts marked Best Answer? Your supplied diagnostic report number is showing communication issues for Sonos on your network. You may have re-booted certain equipment but Sonos products show not being re-booted in over 30+ days.

Please follow up with your full network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged). After you gather that needed information then please power re-boot off your wifi equipment for 30 seconds with no lights on it, meaning no battery backup, then power it back up. While this equipment is powering back on then power re-boot off your Sonos units for the same time with no lights and plug them back in to power, no button pressing is needed. While we are powering on then re-boot the device(s) running the Sonos app and when reconnected please test the music playback for 30+ minutes and follow up with the testing results and a new diagnostic report number.

Your diagnostic report also indicates you are using two or more routers and an extender. As the marked Best Answer indicatives you would want to clear up/reduce any wifi interference and test using Sonosnet with the Bedroom Play:1 as the wired Sonos product to the router.

Thanks for posting the diagnostics @jbarba and @Mattyv123. Sonos the information I provide can help others in this troubleshooting process

@jbarba: I have taken a look at your diagnostic and I am seeing communication issues between one of your wireless nodes and the main Orbi node. Because Mesh network relay the connection to each other, miscommunication can cause issues such as buffering in Sonos. I would like you to try plugging one of the Sonos players into the main Orbi node and test the connection. Sonos creates a privatized network and in that state, we can help determine if the nodes are causing the issues.

@Mattyv123: I have also taken a look at your diagnostic and it appears that Sonos is receiving multiple network interruptions that are causing the dropouts. I would recommend that because these players have been online for awhile, to reboot all Sonos players and the Eero nodes, main node, and modem/router. If the interference is not improved, I would also like for you to hardwire one of the Sonos players into the main node and assess if the communication improves.

Same here - Totally fine and now all of my Sonos have issues with Spotify. Google Music, SoundCloud, GlobalPlayer are all fine.

It’s got so bad that I’ve plugged my Play:1 and ZP100 the wired network and I still have issues.

Sunday, 31 May 2020 - 19:14 Greenwich Mean Time : Dublin, London
Unable to play 'Bait And Switch' - the song is not encoded correctly.

Sunday, 31 May 2020 - 19:18 Greenwich Mean Time : Dublin, London
Unable to play 'For A Fool' - the connection to Spotify was lost.
 

1453817360, just captured another one within a minute of it happening.

The most common problem that I have is that sound simply stops on one speaker.  The time counter continues.  Sound comes back after a while.  If I pause and restart, it plays fine for a while.

If I use Spotify on another device (like a computer) on the same network it, no problem there.

I’ve noticed that too on a single speaker as well. However far less of an intrusive problem than the skipping. 
 

Also no problems with Mac clients etc. will try Spotify connect and see if that changes anything

I actually had the opposite experience.  Much worse with the Spotify app.

Yesterday, I connected wired Ethernet to the speaker I use most on the system at my office.  Both the Sonos app and the Spotify app played flawlessly - about 5 hours total.  Maybe Spotify on Sonos is just more sensitive to wireless issues than any other source.  I’m going to try that with my other system as well.