Contributor I

Connection to Spotify was lost

Forum|Forum|5 years ago
January 19, 2021
19 replies
1813 views

Over the last several months, Spotify has been functioning terribly with the Sonos setup in our household and 8/10 it displays the message “Unable to play ‘X’ - the connection to Spotify was lost.”

This error appears if I choose a song from within the Sonos app using Spotify music services; if I choose Spotify Connect from within the Spotify app it just fails to connect to any Sonos speaker; and if I ask Alexa to do it she confirms the action but then nothing happens. All other music services are functioning correctly on Sonos with no interruptions, so I know it is not an internet connectivity issue. I am also fully confident that my Spotify account is not being used simultaneously on any other device.

I have removed Spotify from our music services within the Sonos app, I have reset the Wi-Fi (even created a new Wi-Fi network), and I have also reset all our Sonos products to factory settings - none of these steps have fixed the issue.

We have three Play:1’s, one One and a Move. All are connected via the wireless network.

This issue is very frustrating as Spotify is the number one music service we previously used on our Sonos’. Any recommendations would be greatly appreciated.

Diagnostics submitted 396472726.

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Ken_Griffiths

Did you try removing the Spotify Account from your Amazon Alexa account, sign out of ‘all devices’ in the online Spotify settings and then recreate the link in Alexa App and then reauthorise the Spotify service in your Sonos App to see if that fixes it for you?

J

JMessAuthor

Contributor I

Did you try removing the Spotify Account from your Amazon Alexa account, sign out of ‘all devices’ in the online Spotify settings and then recreate the link in Alexa App and then reauthorise the Spotify service in your Sonos App to see if that fixes it for you?

Thank you for the suggestion. I followed your instructions but no change. I don’t believe it to be a problem with Alexa/Sonos/Spotify, as it is occurring when working outside of Alexa and using the Sonos or Spotify apps as well. It is something with the Spotify/Sonos linkup.

Ken_Griffiths

Did you try removing the Spotify Account from your Amazon Alexa account, sign out of ‘all devices’ in the online Spotify settings and then recreate the link in Alexa App and then reauthorise the Spotify service in your Sonos App to see if that fixes it for you?

Thank you for the suggestion. I followed your instructions but no change. I don’t believe it to be a problem with Alexa/Sonos/Spotify, as it is occurring when working outside of Alexa and using the Sonos or Spotify apps as well. It is something with the Spotify/Sonos linkup.

I see you’re from the U.K. the same as me - I subscribe to Amazon Music and subscribe to Spotify Premium too - I mostly use Amazon, but I’ve just switched my default music over to Spotify in the Alexa App and it seems to be working okay here.

Might be an account issue somewhere, perhaps🤔?. Have you checked your account Country settings are okay?

https://www.sonos.com/myaccount/user/profile/

J

JMessAuthor

Contributor I

Did you try removing the Spotify Account from your Amazon Alexa account, sign out of ‘all devices’ in the online Spotify settings and then recreate the link in Alexa App and then reauthorise the Spotify service in your Sonos App to see if that fixes it for you?

Thank you for the suggestion. I followed your instructions but no change. I don’t believe it to be a problem with Alexa/Sonos/Spotify, as it is occurring when working outside of Alexa and using the Sonos or Spotify apps as well. It is something with the Spotify/Sonos linkup.

I see you’re from the U.K. the same as me - I subscribe to Amazon Music and subscribe to Spotify Premium too - I mostly use Amazon, but I’ve just switched my default music over to Spotify in the Alexa App and it seems to be working okay here.

Might be an account issue somewhere, perhaps🤔?. Have you checked your account Country settings are okay?

https://www.sonos.com/myaccount/user/profile/

Yep, region settings both in Spotify and Sonos are set to United kingdom.

You keep mentioning Alexa, but as I’ve said, I don’t believe this is an Alexa app issue. What makes you think it is? I am getting these errors when I am not even using Alexa - they occur when I choose a song from Spotify within the Sonos app. In fact, I have removed Alexa voice services within the Sonos app and disabled the skill in the Alexa app and I am still getting the issue.

It is a Spotify/Sonos linking issue.

Ken_Griffiths

Yep, region settings both in Spotify and Sonos are set to United kingdom.

You keep mentioning Alexa, but as I’ve said, I don’t believe this is an Alexa app issue. What makes you think it is? I am getting these errors when I am not even using Alexa - they occur when I choose a song from Spotify within the Sonos app. In fact, I have removed Alexa voice services within the Sonos app and disabled the skill in the Alexa app and I am still getting the issue.

It is a Spotify/Sonos linking issue.

Ah forgive me, I was thinking you were using Alexa to initiate Spotify playback too. I’m not getting the issue here with the App and you’ve certainly done the things I would have tried, as another user.

It might therefore pay you to speak to Sonos Support in that case, you can contact/chat to them via this link:

https://support.sonos.com/s/

Also, maybe go onto speak to Spotify Support too, if that becomes necessary/relevant via this link:

https://support.spotify.com/uk/contact-spotify-support/

Hope you get it sorted.

J

JMessAuthor

Contributor I

Yep, region settings both in Spotify and Sonos are set to United kingdom.

You keep mentioning Alexa, but as I’ve said, I don’t believe this is an Alexa app issue. What makes you think it is? I am getting these errors when I am not even using Alexa - they occur when I choose a song from Spotify within the Sonos app. In fact, I have removed Alexa voice services within the Sonos app and disabled the skill in the Alexa app and I am still getting the issue.

It is a Spotify/Sonos linking issue.

Ah forgive me, I was thinking you were using Alexa to initiate Spotify playback too. I’m not getting the issue here with the App and you’ve certainly done the things I would have tried, as another user.

It might therefore pay you to speak to Sonos Support in that case, you can contact/chat to them via this link:

https://support.sonos.com/s/

Also, maybe go onto speak to Spotify Support too, if that becomes necessary/relevant via this link:

https://support.spotify.com/uk/contact-spotify-support/

Hope you get it sorted.

Thank you for your advice Ken, it is appreciated.

I’ve been playing around with them again this evening and it is currently only the Sonos One that is displaying the error, but the issue does come and go between all the speakers at different times. I have done a complete factory reset on the One and even moved it right next to the router (to eliminate the possibility of wireless interference), and still no change.

I’ll contact Spotify tomorrow and see what advice they offer.

D

dropdx

Trending Lyricist I

FIX THIS SONOS

C

Clumsy Clod

Lyricist I

Have this problem, too. This was working two days ago. US here.

Simon B

Retired Sonos Staff

Hi @dropdx & @Clumsy Clod, Thanks for reaching out and welcome to the community. sorry to know about this issue on Spotify on Sonos, we currently have an outage with Spotify on Sonos, we’re working with our team to have it fixed as soon as possible. You may check the outage status on our website status.sonos.com.

If there is anything else I can do for you, please, don’t hesitate to let me know.

Help others find useful content by clicking the like button and selecting the best answer to your question

D

dropdx

Trending Lyricist I

Thank you. That’s what I was hoping for - an indication that Sonos is aware of a large issue with Spotify and simply reseting everything isn’t going to help.

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