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jaydubya
Contributor I
February 17, 2020
Question

Sonos connections with spotify has been lost

Diagnostic Confirmation Number : 1588174401

This happens pretty frequently everyday. About every 10 minutes. Songs will continue to play, but users will have the Sonos window brought to the front of their desktops with the error message populating.

Best,

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8 replies

Sebastien D.
Sebastien D.
Sonos Staff
February 17, 2020

Greetings @jaydubya ,

 

Thanks for the post with the confirmation number. It looks like both Ethernet ports on your Connect: Amp are active. By tracing the cables from the back of the unit, can you confirm where are the cables connected to?

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jaydubyaAuthor
Contributor I
February 17, 2020

@Sebastien D. 

It looks like this is directly plugged into our switch on-site. Let me know if there is any other information you need.

Best,

Sebastien D.
Sebastien D.
Sonos Staff
February 17, 2020

Thanks, can you also provide the make and model number of your switch? Also, are there issues when you are initiating playback from another streaming service within Sonos besides Spotify?

 

Lastly, click here to check firewall settings in case it needs to be manually configured.

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Sebastien D.
Sebastien D.
Sonos Staff
February 17, 2020

Have you got the chance to share them the firewall page from our website that I have attached earlier to see if there’s anything they can to configure any settings?

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jaydubyaAuthor
Contributor I
February 17, 2020

@Sebastien D. 

We enabled the inbound traffic to those ports on our physical firewall, and disabled the software firewall, and confirmed that the errors were still present. 

Sent Diagnostic information again : 1947859505

Thanks for your consideration.

 

Best,

Sebastien D.
Sebastien D.
Sonos Staff
February 17, 2020

Understood, remove one Ethernet connection from the Connect: Amp so there is only one Ethernet port active. Reboot the Connect: Amp and if possible I would reboot the network as well. Then, initiate playback and let me know if the issue still persists.

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jaydubyaAuthor
Contributor I
February 18, 2020

@Sebastien D. 

So sorry to bother you again. Unfortunately, that did not offer resolution either. We have verified that there is only one network cable going into the box, and the machine and Sonicwall have been rebooted.

Sebastien D.
Sebastien D.
Sonos Staff
February 18, 2020

No problem at all. Please submit another diagnostic report with an updated confirmation number.

 

Thanks again.

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