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jakberridge
Contributor I
March 20, 2020
Answered

Connection to Spotify was lost

Hi, I’ve looked through many topics, rebooted, reauthorised, entered my account details again,  and still Spotify won’t connect. Please help!

 

diagnostic number 1384717218.

Thank you

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    Answer
    March 20, 2020

    Hello @jakberridge. Welcome to the Community. I understand that you are losing connection to Spotify. Your Bridge is inconsistently losing connection to the network. Even if it is only for a fraction of a second, this can cause the speakers to lose connection to the Spotify server.

    This is most likely caused by a faulty Ethernet cable. Are you able to replace the cable that your Bridge is using?

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    125 replies

    Anonymous
    Answer
    March 20, 2020

    Hello @jakberridge. Welcome to the Community. I understand that you are losing connection to Spotify. Your Bridge is inconsistently losing connection to the network. Even if it is only for a fraction of a second, this can cause the speakers to lose connection to the Spotify server.

    This is most likely caused by a faulty Ethernet cable. Are you able to replace the cable that your Bridge is using?

      jakberridgeAuthor
      Contributor I
      March 20, 2020

      Hi Richard,

      Thank you so much! I’ll give this a try!

        iamjj
        Lyricist II
        April 10, 2020

        Team. I have also carried out a lot of troubleshooting but cannot solve the ‘connection lost’ that only seems to occur with the Spotify integration on my Sonos system.

        Diagnostic ref: 806778063

          Anonymous
          April 10, 2020

          Hey @iamjj. Thanks for posting.

          I have taken a look at your diagnostic and it appears that Sonos is running on another piece of networking hardware than your router. We would need some more information about your network topology to understand where this issue may be rooted.

          Are the cut outs present when a Sonos player is hardwired directly into the router?

            iamjj
            Lyricist II
            April 11, 2020

            Hi @Adam S,

            Thanks for the advice. I did some further diagnostics based on you advice and found that one of the ports on the managed network switch that I normally only use for testing had something plugged in which looks like was causing the issue.

            Unplugging the cable from that port and shutting EVERYTHING down for a while before bringing everything back up seems to have solved the problem.

            Thanks againfor the pointer.

            Stay safe!

              iamjj
              Lyricist II
              April 13, 2020

              @Adam S,

              Looks like the issue has returned. Diagnostic ref: 876587495. Is it the same problem you saw in the last submission?

              Thanks,

              -JJ

                Anonymous
                April 13, 2020

                Thanks for the update.

                Hey @iamjj. Thanks for posting.

                I have taken a look at your diagnostic and it appears that Sonos is running on another piece of networking hardware than your router. We would need some more information about your network topology to understand where this issue may be rooted.

                Are the cut outs present when a Sonos player is hardwired directly into the router?

                I am still seeing the system in the same state as it was previously. I would need my previous questions addressed, so I would be better acclimated with your system.

                I would be also happy to provide some additional information regarding Managed Switches and overall Sonos System Requirements.

                It may also be useful if you were to contact an IT installer to check the network topology.

                  iamjj
                  Lyricist II
                  April 14, 2020

                  Hi @Adam S,

                  Topology is:

                  Phone line -- VDSL -- Gateway (DHCP) -- Managed switch -- Wireless access point <- Tri-band link to -> Wireless access point

                  All Sonos devices are wireless.

                  No VLANs are configured on the managed switch, in fact other than one port that is specifically configured, the switch is default and behaves as an unmanaged switch. Sonos systems has never had issues before other than the recently reported problem with Spotify. Spotify works fine on a mobile device and Amazon Music works fine on Sonos.

                  I am not sure how Sonos would be running on anything other than the gateway which is the DHCP server. Do you know what IP address the Sonos is trying to route through? It is odd that Amazon Music works fine if this is the case.

                    Anonymous
                    April 15, 2020

                    Thanks for the information. What is the make/model for the managed switch?

                    Would you be able to temporarily hardwire the player to the router and assess if the  issue continues?

                    For us to go deeper into the results from the diagnostic, it would be recommended to give us a call and we would be happy to discuss your system in more detail.

                      pacificjets
                      Lyricist I
                      May 7, 2020

                      I updated my Sonos app a couple days ago. Now my Spotify is not working with my Sonos system. When I play a song I can’t get it going with any of my speakers around my house. I’m thinking that the Sonos app and the Spotify are not communicating with each other after the update. Unfortunately I’ve tried everything like resetting my WiFi, phone, uninstalling and installing both apps. Nothing works and it keeps saying that the Sonos app unable to connect with Spotify. Any ideas? 

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