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Poull
Contributor I
April 25, 2018
Answered

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

  • April 25, 2018
  • 269 replies
  • 49354 views
The past couple of months when playing music from Spotify on any of the sonos speakers the music skips to the next song or stops playing at random points. It can be after 2 songs or half a day. The controller reports connection to spotify lost. Sometimes i can immediately click play again and it starts over but sometimes it takes 1-10 min before i can resume. Meanwhile i can play from other sources just fine so it seems like a Spotify specific issue. If i try to play using spotify connect then as i select the speaker, it changes it back to the previous target.
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    Best answer by Edward R
    We have noticed this thread gaining a lot of traction of late, with most visitors to this thread opting not to actively engage in troubleshooting. The information in this post will be marked as the best answer to assist those reading along. If you are currently engaged in troubleshooting in this thread, we will of course continue to assist you.

    Aside from the advice listed in this thread, if you are encountering playback issues with your Sonos devices, there are a few points you will need to explore. Some sources may seem fine, while others present problems. Often, services can be accessed in slightly different ways, with some methods being more susceptible to disruption, as when compared to others.

    Is the issue the fact that your music is being interrupted? Commonly, this can come as a result of wireless interference. Are you perhaps using an incompatible network configuration or hardware that does not meet our system requirements?

    Having read the information linked above, if you are still having issues, please post a response in this topic, with the following information:

    • 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?
    Be sure to include the a diagnostics confirmation number, too.

    269 replies

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    Jean C.
    Jean C.
    Retired Sonos Staff
    February 12, 2020

    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.    

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    wentzel
    Trending Lyricist I
    February 13, 2020

    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.
    Jean C.
    Retired Sonos Staff
    February 13, 2020

    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.

     

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    wentzel
    Trending Lyricist I
    February 13, 2020

    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.
    Jean C.
    Retired Sonos Staff
    February 13, 2020

    Hi @wentzel I do have a generalized STP settings page for managed switches but for anything specific to Ubiquiti I would need to know exactly what you are working with (Unifi vs Amplifi & Switch model numbers) in order to provide the best information for you.

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    Shaunybabes
    Lyricist II
    February 15, 2020

    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? 

    Thanks @Jean C. 

    So i confirmed my wifi and Sonos net are now on different channels. 

    I changed the group coordinator to a different play:1 - no difference

    If I split up the groups I can play seperate tracks on each play/connect with no drop out.

    As soon as I group them to play the same track throughout I start to get drop outs - including between left/right pairs.

    Jean C.
    Jean C.
    Retired Sonos Staff
    February 15, 2020

    Hi there @Shaunybabes and thank you for the update.

    Can you submit a follow up diagnostic report so that we can work with updated data?

    Please follow these steps to submit a diagnostc:

    Settings > Help&Tips > Submit Diagnostic

    and post the confirmation number here for us to review.

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    Shaunybabes
    Lyricist II
    February 16, 2020

    Hi there @Shaunybabes and thank you for the update.

    Can you submit a follow up diagnostic report so that we can work with updated data?

    Please follow these steps to submit a diagnostc:

    Settings > Help&Tips > Submit Diagnostic

    and post the confirmation number here for us to review.

    Hi @Jean C. 

     

    Diagnostic number is 1086456486

    Jean C.
    Jean C.
    Retired Sonos Staff
    February 16, 2020

    Hi @Shaunybabes Thank you for the updated diagnostic report. 

    I’m still seeing some wicked interference in your system even though Sonosnet is now separate from your Wi-Fi channel. 

    Have you checked our common sources of interference page to see if anything could be relevant?  

    Is your router located in a cabinet or in immediate proximity of anything metal or other audio/electronic gear?

    Where is your Boost relative to your router (on, next to, under)?

     

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    wentzel
    Trending Lyricist I
    February 21, 2020

    Hi @wentzel I do have a generalized STP settings page for managed switches but for anything specific to Ubiquiti I would need to know exactly what you are working with (Unifi vs Amplifi & Switch model numbers) in order to provide the best information for you.

    I have now tried to run it with one Sonos connected through Ethernet. It seems like it doesn't skip as much, but still does it sometimes. And right now it just keeps stopping, saying the connection to Spotify was lost.

    I have a Unifi Dream Machine. I haven't yet tried changing any STP settings.

    New diagnostic code: 1752550173

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