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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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    RonSingapore
    Lyricist III
    March 15, 2020

    Hello @RonSingapore 

    Welcome to the Sonos community.

    Sonosnet will only be an option if you have one Sonos player or speaker wired into your router. 

    If your system is operating over WiFi network the Sonos players will use the channel that the router is using, currently 6 on your system.

    I’m looking at your diagnostic report and I’m seeing a lot of interference and packet loss, how far away from your primary Orbi node is your Beam?

     

    Hi @Jean C. 

    The primary Orbi node is 1 floor above the satellite. The Satellite is about 1 meter away from the Sonos PlayBar.

    I have changed the Wifi router channel to 11 while Sonos is on channel 6. Spotify is still unable to play. Please advise

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

    Hi there @RonSingapore,

    Did you wire the Playbar to the satellite or did you wire something else to the primary node? 

    Can you submit an updated diagnostic report from your system so I can offer more accurate advice?  

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    RonSingapore
    Lyricist III
    March 15, 2020

    Hi there @RonSingapore,

    Did you wire the Playbar to the satellite or did you wire something else to the primary node? 

    Can you submit an updated diagnostic report from your system so I can offer more accurate advice?  

    @Jean C. 

    There is nothing wired to my Netgear Orbi primary node, nor is there anything wired to the satellite. Sonos is wireless. My new diagnostics is 1072921446.

    Thank you

    Jean C.
    Jean C.
    Retired Sonos Staff
    March 18, 2020

     Hi @RonSingapore,

    Thank you for the additional information about your system. 

    I asked about the wiring since the only way to set Sonos on its own channel is to wire a Sonos player to the network via Ethernet cable.

    Is there anything that you can do to reduce wireless interference in your network?

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

    Hi there ​@wentzel,

    Either Ubiquiti support or a networking professional will have a better idea of what configurations are possible on that model of Ubiquiti router and I was able to locate a page regarding STP settings here. 

    That being said, I have consulted with a few colleagues here and we have a very specific test scenario that we would like you to try.

    1. Remove the Ethernet cable and return to a WiFi based configuration
    2. Test playback from Spotify on the “Kontor” Connect: Amp.
    3. Add other players to Kontor keeping this player as the group coordinator.
    4. Submit a diagnostic report with the results, hopefully the second report will not be corrupted.

    If this playback test fails it may be necessary to acquire a switch that supports the STP settings we need for the network to be compatible with Sonos. 

        

     

    Hello again,

    New issues. Before I did this test I found my last Sonos product in a box, and I have now connected it also, and moved the others around a little bit. Now there’s a new problem though, that needs to be resolved before we keep looking into the sporadic stopping of Spotify music. Because now, the Connect won’t even play anything except when I play it only on that one. Actually, this morning it worked somewhat when I played it together with one of the Connect:Amp but when I connect a third device, the Connect will simply stop playing music. How do I solve that issue?

     

    Code: 1012826267

    Jean C.
    Jean C.
    Retired Sonos Staff
    March 21, 2020

    Hello there @wentzel,

    When the audio stops on the Connect, does the app still claims that it is playing and that the volume level is up?

    Do you notice any flashing white lights on the Connect while this is occurring?

    Is the Connect wired into the Dream Machine currently?

    Are there any Volume settings on the receiver or amplifier that the Connect is connected to that mediate this in any way?

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

    Hello there @wentzel,

    When the audio stops on the Connect, does the app still claims that it is playing and that the volume level is up?

    Yes

    Do you notice any flashing white lights on the Connect while this is occurring?

    Nope. Everything looks normal.

    Is the Connect wired into the Dream Machine currently?

    Yes, it is the only Sonos device that is wired.

    Are there any Volume settings on the receiver or amplifier that the Connect is connected to that mediate this in any way?

    I have a hard time understanding how the receiver would know if the Connect is grouped with other Sonos devices or not. As far as I know, RCA cables do not have the capacity to convey such information from the Connect to the receiver. The sound works fine when the Connect is playing alone, sometimes work when grouped with one other Sonos device, and never when it’s grouped with two or more other Sonos devices.

     

    Please see my responses in red above.

    Jean C.
    Jean C.
    Retired Sonos Staff
    March 21, 2020

    Forgive my wording, @wentzel.

    I guess a better question to ask is are you playing line-out to another audio device (and this audio device has it’s own volume control) via the Connect with other grouped players or

    are you playing line-in to Sonos from an external source via the Connect and grouped to other players?

    Are you able to wire a different device to the network and see if this continues or has it all been shuffled around so that has become difficult? 

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

    Forgive my wording, @wentzel.

    I guess a better question to ask is are you playing line-out to another audio device (and this audio device has it’s own volume control) via the Connect with other grouped players or

    are you playing line-in to Sonos from an external source via the Connect and grouped to other players?

    Are you able to wire a different device to the network and see if this continues or has it all been shuffled around so that has become difficult? 

    Oh 😁

    The Connect is connected to a receiver through line out RCA (I never managed to get optical out to work, don't know if it's the Connect or the receiver). When the connect plays alone it works, but as soon as I group it with other Sonos devices the sound disappears. Sometimes it comes back after a few seconds if I just group it with one other device. But then it comes and goes every 5-10 seconds.

     

    I have network outlets ine room, so I can hook up any and all of the devices to the UDM. But as we realized earlier, the UDM doesn't let me configure STP costs, so if I've understood correctly it's not a good idea to hook up more than one.

     

    RonSingapore
    Lyricist III
    March 22, 2020

     Hi @RonSingapore,

    Thank you for the additional information about your system. 

    I asked about the wiring since the only way to set Sonos on its own channel is to wire a Sonos player to the network via Ethernet cable.

    Is there anything that you can do to reduce wireless interference in your network?

    Hi @Jean C. 

    When Sonos is wireless (connected via wifi), Spotify exhibits the problems we’ve been describing above. TuneIn works perfectly in Sonos wireless mode so there is probably something wrong with Spotify.

    On the other hand when I connect Sonos via ethernet to the router, Spotify works great.

    I bought Sonos for its wireless capabilities - I’d really like to hear your recommendations to get Spotify to work wirelessly. Please advise.

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