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Spotify skips to next song or stops playing, other sources work just fine meanwhile

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W
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Hi @wentzel  and thanks for the update. Your Sonos system is currently operating on your WiFi so that your Sonos channel is essentially the same as your router channel. Once you wire a Sonos player (component or speaker) to your network, Sonos will then start its own mesh network that you can manage the channel on from the Sonos app. 

Please feel free to submit additional diagnostics as you make changes and adjustments to your system and post them here for us to look over. 

If you previously had a player wired in you may want to return to that configuration sooner rather than later if that was more stable for your system. 

If your network has Ubiquiti switches or access points you may need to make adjustments to the multicast settings for the network to be compatible with Sonos.

 

Thanks, that is helpful to know around how the network works. I guess I'll have to try with a wired connection then.

I'm not sure about multicast settings, is there a Sonos support article with information what settings the Sonos system needs to work well?

Jean C.
Userlevel 5
Badge +16

Hi @wentzel  and thanks for the update. Your Sonos system is currently operating on your WiFi so that your Sonos channel is essentially the same as your router channel. Once you wire a Sonos player (component or speaker) to your network, Sonos will then start its own mesh network that you can manage the channel on from the Sonos app. 

Please feel free to submit additional diagnostics as you make changes and adjustments to your system and post them here for us to look over. 

If you previously had a player wired in you may want to return to that configuration sooner rather than later if that was more stable for your system. 

If your network has Ubiquiti switches or access points you may need to make adjustments to the multicast settings for the network to be compatible with Sonos.

 

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W
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Hi @wentzel thank you for providing the diagnostic confirmation number from your system.

It looks like the connection to the Spotify server is timing out.  Your current router channel is set to 1 which looks a little busy, you may want to change it to 6 or 11. Do you have multiple Ubiquiti access points or just one?

If you un-group your players and play Spotify to only one player, is there any change in the playback?

Was your system previously using Sonosnet with a Sonos player wired to the network?

I can see that your Connect has not been added back to this system yet, is this by choice or is it also giving you difficulty?  

 

Yes I have been playing around with the different channels, as per the instructions in Sonos recommendations to reduce interference. I just ended up on channel 1 right now. Today I switched my home wifi to channel 11 (not the Sonos channel), and it's still skipping, grouped, as well as ungrouped. It's hard to tell if it's more or less often, it seems to be worse in periods and the it can be good for an hour or so.

 

I just have one access point and yes, before the move I had one connected by Ethernet cable.

 

The Connect is not connected right now on purpose. I'll connect it as we get more order in the household (it's in a box somewhere right now, and I don't know which one...)

Jean C.
Userlevel 5
Badge +16

Hi there @JDW98 I’ve taken a look at your system diagnostic as well and I do apologize for the delay in our response. 

With a system this large, usually Sonosnet is the preferred option and I’m surprised that you were experiencing worse performance with a player wired. 

Are you still having difficulty with Spotify or have you found a solution since you posted here? 

Please let me know so that I can continue to work with you to resolve this.    

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Jean C.
Userlevel 5
Badge +16

Hi @Shaunybabes, I’ve just taken a look at your diagnostic report and I have a few thoughts. 

First, you’ll want to make sure that your router channel and Sonosnet channel aren’t the same or overlapping. If you keep Sonosnet on 11 and move your router channel down wot 6 or 1, this will keep your local network traffic from interfering with  your Sonos communications. 

Second, you have all of your players grouped together with the Bedroom/ Play: 1 as the “Group Coordinator”. If you break up this group, and play individually, does the issue continue? 

If you reform this grouping with either “Dogs” or one of the Connects as the first player/group coordinator, are there any changes? 

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Jean C.
Userlevel 5
Badge +16

Hi @wentzel thank you for providing the diagnostic confirmation number from your system.

It looks like the connection to the Spotify server is timing out.  Your current router channel is set to 1 which looks a little busy, you may want to change it to 6 or 11. Do you have multiple Ubiquiti access points or just one?

If you un-group your players and play Spotify to only one player, is there any change in the playback?

Was your system previously using Sonosnet with a Sonos player wired to the network?

I can see that your Connect has not been added back to this system yet, is this by choice or is it also giving you difficulty?  

Help others find useful content by clicking the like button and selecting the best answer to your question.
W
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  • What devices do you have?
    • Connect
    • Connect:Amp x 2
    • Play:5
    • Symfonisk
  • Has anything changed on the network?
    • Yes, I have moved to a new house, and connected most of my old system again. I have tried to switch network channels as per instruction. According to the network matrix at <ip>:1400/support/review all speakers are green or yellow.
  • Which service(s) are you trying to listen to?
    • Spotify
  • Is the behaviour always the same?
    • Yes.
  • Can you recreate it with ease, or is it random?
    • Random.

Submitted diagnostic: 1563571942

S

Hi,

 

I’ve been having the same problem on and off for quite a while.

 

Just recently upgraded to the new boost (to replace the old bridge). worked ok for a week then starts to cut out.   Have reset router and changed chanels from 6 to 11 . reset sonos completely all with no long term change.

 

I have a Beam, Sub, 6 Play:1, and 2 Connects all spread throughout the house.  There isn’t' one area that is noticeably worse. all seem to cut out either together or one by one. I have tried just one or two speakers to see if that changes.  when I look into the error log i do see a number of “cannot connect to spotify” messages and a few network connection speed insufficient messages. the latter being strange as I have NBN and speed/bandwidth shouldn't be a problem streaming music.

My diagnostics number is :167878938

 

Any advice/ideas would be most welcome.

 

That you

Shaun

J
  • What devices do you have? 
  • Has anything changed on the network? 
  • Which service(s) are you trying to listen to? 
  • Is the behaviour always the same? 
  • Can you recreate it with ease, or is it random?

 

I’ve been having this issue for months but recently realized it is only with Spotify played through Sonos. Spotify through Airplay 2 or through Apple TV works fine and all other sources work fine. I have 7 Play:1, 2x One, 1x Beam and 1x Sub. I’ve used ethernet directly from the router to a One to enable Sonos Net but recently found just using the wireless 2.4 network from the router has less drop outs on Spotify but still quite bad. 

The behaviour is very consistent and I can recreate it with ease.

Diagnostic confirmation number 171272017

 

Thanks for any assistance 

R

I’ve been having this exact same issue for a couple months now.  Every other service works fine. 
 

C

Thanks @Jeff S Hadn't realised something as simple as changing the channel could help. Have done that and will see what happens 

Jeff S
Userlevel 7
Badge +20

@CateCat Hi there, sorry for the delay. If you’re still having issues with skips, try changing your router’s wireless channel over to 6 or 1. It’s currently on 11, which is pretty crowded in your area, and there are some wireless errors showing up. Give that a shot, and also check this guide out if issues remain.

Jeff S
Userlevel 7
Badge +20

@plpaquin Hi there, thanks for sending in the report. I don’t see any obvious cause of the cut outs from your report. The stream isn’t getting to the speakers fast enough. The communication between your speaker and router looks okay. I think it would be best to continue troubleshooting this live with our phone team. You can find our number and hours here.

P

When I play music using Spotify through my Sonos One, every couple of songs or so, a song from the play queue (regardless if it’s a playlist or an album) will be skipped. I started noticing because the songs that starts playing when the previous song was skipped doesn’t start right from the beginning but a couple of seconds into the song. 

  • What devices do you have?

Sonos One

  • Has anything changed on the network?

No

  • Which service(s) are you trying to listen to?

Spotify

  • Is the behaviour always the same?

Yes

  • Can you recreate it with ease, or is it random?

I can recreate it with ease, it happens every single time I play use Spotify on my Sonos One but cannot predict for sure which songs are going to be skipped and which are going to play properly.

  • Diagnostics confirmation number:

521910208

C

Hi 

Started using Spotify 10 mins ago and it's skipping. Diagnostics number 417523795

A

Added my diagnostic number above, no response at all from Sonos?

A

Diagnostics number 1392108794

two Sonos one systems connected together, WiFi at home pretty strong. Can you help?

S

I have same issue.

 

Submitted diagnostic 919016984.

 

This is VERY annoying problem! Hope to see fix soon!

 

WBR

/Sami

P
Hello,

I am getting the same issue.

Sonos works fine with all other streaming services, but Spotify has recently started to skip and stop lots. It used to work fine.

submitted diagnostic 1922636012.

I’d be so grateful for your help.

thanks so much,

Piers
D
Ok I have fixed my issue not the way I wanted.

Tyear reason why my Sonos Play 1 stoped working or started skipping songs and not been able to connect with spotify was because I added a new better internet router.

My local internet provider gives me a lousy crappy router, so I bought a new and better one. The best way to make it work is to set up your primary router as "bridge mode" but for some reason The local internet provider does not let me do that. So what I did was just deactivate wifi on the old router with the new one I have 2 channels the 2.4 ghz and 5 ghz.
So even if I connected myself to 2.4 or 5 the malfunctioning was happening.
I turned back on wifi on the old router and still the issue was on going.

So the only way to still use my play 1 is to connect my play 1 to the wifi provided by the old lousy crappy router, so I have to switch my phone to that network if I want to play music. And all the other devices like TV, laptops cellphones live on the 2.4 or 5 ghz network.

hope this helps you guys
S
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I have issues with streaming from Spotify. Used to work fine, but frequent dropouts (almost every song) for the past few weeks.
I tried all three channels. No improvement.
Diagnostics: 801045828

I hope a solution is out there!
D
y play 11works fine with ethernet cable but I want my music away from the router.
Niclas Sweden
Badge +1
All my Sonos devices are ethernet connected (wire) and Sonos(since friday 13th sept 2019) skips to next song over and over when I try to play Spotify-music.
Sonos simply failes to connect to Spotify-servers anymore.

If I have a unique problem since friday in my homw - it is not WiFi related.
We have not changed anything in our network router och firewall for ages.
I'm thinking the problem is elsewere.

Spotify works flawlessly on all other devices like smartphones or PCs running in the same network, both on WiFi and Ethernet/Wired.

I have had Sonos for 11 years now, perhaps it is time to throw it out?

The Sonos app say we have the latest software (1.4, build 521369030)

I have sent Support Diagnostic and got # 1021421523
Niclas Sweden
D
I am tired on trying rebooting my device, my router, my user and password, having no other devices near and MOST of all fighting back BOSE fans telling me that that is why BOSE is better thank SONOS. I am a SONOS fan all the way but not been able to use my wifi it is the worst thing
here is the diagnostic report

690730541
Edward R
Userlevel 7
Badge +20
I followed Edward R's advice to check wireless interference as a possible reason for the Spotify problem and was able to eliminate the skipping, just by switching the Sonos wireless channel from 1 to 6. I have my Play 3 wired via ethernet cable to my Orbi Satellite router, and they sit < 1 ft apart. But I was able to eliminate proximity as a source of interference. Note that, as others have reported, this problem was oddly specific to playing Spotify through Sonos, whether starting from the Sonos app or Spotify app. I had no problem playing Spotify to my Google Home, to my Airpods or other bluetooth devices, or from the device itself (iOS or MacOS). Nor did I experience issues when playing Pandora tracks through Sonos. With the channel switch, Pandora still works fine, as expected. So, thanks, Edward R!! ☺️

My pleasure! Good job on getting that sorted, if I may say so. 👍🏼
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