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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
  • 49355 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

    Show previous replies
    Anonymous
    May 22, 2020

    @Gwenddoleu @Jamanda @Carrow1 Thank you for the follow up and the feedback. @Gwenddoleu and @Jamanda As previously asked, after you have completed the Best Answer steps as well as the steps in my previous post that if you are still having the issue to then please call in for phone support as they will have more tools available to them.

    @Carrow1 I see that you have an ongoing phone case and our agents will assist you further from there moving forward.

    Thank you for reaching out us here in the Sonos Community. If you are still having the issues with the Spotify music service with your Sonos system then please confirm for us if anything changed after doing the steps provided in the Best Answer for this post thread? I ask as the diagnostic reports that most of you have submitted show you are being hit with wifi interference and network equipment performance issues for Sonos.

    If you have not followed the Best Answer steps then please do and follow up with a new diagnostic report number here along with those testing results. If you have followed those steps and are still having the issues with Spotify then we will need your full network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged). The reason for this is some of your diagnostic reports indicate that you are using more than one network router from your Internet Service Provider and have added another router like a mesh system to your network adding to network interference, as well as some of you are using Enterprise grade network equipment and may need the settings corrected for them.

    Before I would ask you to call in for live agent phone support I would strongly recommend that you at the very least you please power re-boot off your wifi equipment for 30 seconds with no lights on it, meaning no battery backup, then power it back up. While this equipment is powering back on then power re-boot off your Sonos units for the same time with no lights and plug them back in to power, no button pressing is needed. While Sonos products are powering on then re-boot the device(s) running the Sonos app. When you are re-connected then test your Spotify playback for 30+ minutes. You can follow up here with the testing results and a new diagnostic report number for us to compare.

    Lastly, if after you have gathered your network topology, adjusted any network settings, completed a full wifi network and Sonos product(s) re-boot and are still having the audio issues then I would recommend you call in to our agents for further troubleshooting as they will have more tools available to them.

     

    Carrow1
    Lyricist III
    May 22, 2020

    So now you ask for more details via email and I respond to a unmonitored account, great.

    Bose here I come

    Carrow1
    Lyricist III
    May 22, 2020

    This is for Paul in the escalation team  ref:_00D1N2JMtd._5002Kmcmy0

    I use a ethernet cable to connect my Sonos, the router Is 6 inches away. None of your options make any difference. My router is made by Sky And only has my Sky box plugged in, no change for 10+ years apart from router upgrade a couple of years back. I have tried everything I’ve been asked to, nothing in my setup has changed for years and as this is a new problem and the amount of people complaining about this, may I suggest the problem is at your end not mine.

      paddy11
      Lyricist III
      May 22, 2020

      Mine has started doing this from last week.

      worked fine for 8 years, all of a sudden Spotify plays for 5-6 songs then mid song skips 2 along, always 2 along. Been through different t set ups with different twitter chats nothing changes! 

      marksc
      Lyricist I
      May 23, 2020

      Mine has started doing this from last week.

      worked fine for 8 years, all of a sudden Spotify plays for 5-6 songs then mid song skips 2 along, always 2 along. Been through different t set ups with different twitter chats nothing changes! 

      Same here

        paddy11
        Lyricist III
        May 23, 2020

        Mine has started doing this from last week.

        worked fine for 8 years, all of a sudden Spotify plays for 5-6 songs then mid song skips 2 along, always 2 along. Been through different t set ups with different twitter chats nothing changes! 

        Same here

        It’s highly irritating. Can hardly play mine now.

        the last twitter solution they had was to “connect my move to through Apple airplay, via the Spotify app, turn volume down and then group to my living room play 5 ”!!!

        great but my  phone runs out of battery after a little while streaming to Sonos! And the Spotify app on. Plus using airplay one through the Spotify app makes Sonos as responsive as a Wet turd…..or is that the whole

        of my Sonos set up at the mo?

        sjw
        Local Superstar
        May 23, 2020

        I get this too lately.  I don't think Sonos have a clue of the cause to be honest (it started quite suddenly in a particular update quite some time back) and you will go through the usual diagnostics and troubleshooting.

        My Sonos playlists tend to be a mix of NAS and Spotify tracks and you know which are Spotify by when it just skips to the next track - even if that is another Spotify one.  When my daughter plays playlists from the Spotify app directly (I hate that App!), it never (as far as I can recall) skips.

          paddy11
          Lyricist III
          May 23, 2020

          It makes shelling out £1500 a little sour, plus expected to shell out another £500 soon for a new 5

          Anonymous
          May 23, 2020

          @Carrow1 @paddy11 @marksc Thank you for the follow up information and the feedback. @Carrow1 as you have an open case with our agents I again advise that you follow up with them with any requested information or testing that you are doing with them.

          @paddy11 @marksc @sjw Please confirm the testing steps from my previous post. If the issues are still on going after the testing them please call in to speak with our phone agents to take further troubleshooting steps with you.

          Thank you for reaching out us here in the Sonos Community. If you are still having the issues with the Spotify music service with your Sonos system then please confirm for us if anything changed after doing the steps provided in the Best Answer for this post thread? I ask as the diagnostic reports that most of you have submitted show you are being hit with wifi interference and network equipment performance issues for Sonos.

          If you have not followed the Best Answer steps then please do and follow up with a new diagnostic report number here along with those testing results. If you have followed those steps and are still having the issues with Spotify then we will need your full network topology with the model names and numbers of the products that are wired or wirelessly connected on your network for any modem, router(s), extenders, access points or switches (managed or unmanaged). The reason for this is some of your diagnostic reports indicate that you are using more than one network router from your Internet Service Provider and have added another router like a mesh system to your network adding to network interference, as well as some of you are using Enterprise grade network equipment and may need the settings corrected for them.

          Before I would ask you to call in for live agent phone support I would strongly recommend that you at the very least you please power re-boot off your wifi equipment for 30 seconds with no lights on it, meaning no battery backup, then power it back up. While this equipment is powering back on then power re-boot off your Sonos units for the same time with no lights and plug them back in to power, no button pressing is needed. While Sonos products are powering on then re-boot the device(s) running the Sonos app. When you are re-connected then test your Spotify playback for 30+ minutes. You can follow up here with the testing results and a new diagnostic report number for us to compare.

          Lastly, if after you have gathered your network topology, adjusted any network settings, completed a full wifi network and Sonos product(s) re-boot and are still having the audio issues then I would recommend you call in to our agents for further troubleshooting as they will have more tools available to them.

           

           

           

          LukasOnTheRun
          Lyricist II
          May 24, 2020

          Hi @John G ,

           

          thanks for the mass response. 

           

          Did as you suggested and power-off rebooted my setup in the suggested order: ​​​​​Router - Sonos products - divice running the Sonos App.

           

          However, 10 to 15 minutes into playing music from the sonos app song skipped again. Got the same error report on the Sonos App like @Jamanda: “Connection to Spotify was lost”.

           

          Ran a new diagnostics report: #1602959704

           

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