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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

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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    Edward R
    Edward RAnswer
    Retired Sonos Staff
    June 19, 2019
    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.
    Try searching our articles for help with your question: https://www.sonos.com/en/support
    View in thread

    269 replies

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    adionortega
    Contributor I
    May 28, 2020

    I totally agree with you, and I think that for this very reason Sonos should be transparent and honest about it, rather than acting as if it were a “costumer setup” problem. It would save us all much time to avoid all these useless manipulations, and phone calls and trials and errors that have actually absolutely nothing to do with the actual problem. We’re in a bad PR handling here, in my view. But like you say, Sonos doesn’t have much leverage with a giant such as Spotify.

      Airgetlam
      Airgetlam
      May 28, 2020

      The problem is that some of these can be ‘costumer’ (sic) setup problems, and some can be issues with Spotify’s servers. The same symptom can be the result of multiple issues, so what they’re trying to do, I think, is to fix the issues with the Sonos setup locally in all of the cases where they can, and continue to work with Spotify, feeding them the data that they can on the ones that are Spotify issues. Being that Sonos doesn’t pay any money to Spotify, they probably don’t have the same clout as a subscriber, though. Which is why I frequently suggest that people get in touch with the company who owns the service, Spotify, in this case. 

      Bruce
      PatrickFabrizius
      Trending Lyricist I
      June 1, 2020

      Trying to post in this thread since not getting any attention by support on https://en.community.sonos.com/troubleshooting-228999/sonos-loses-connection-to-spotify-6839625 . 

      Had these problems just today. New diagnostic: 1183329555. Please stop arguing that it is a network issue, my network is NOT the problem (Spotify on the phone using same network works just fine - other network sources such as last.fm, SR etc works just fine on my Sonos system). This is an issue with Sonos <> Spotify.

        jgenyc
        Lyricist I
        June 1, 2020

        Just adding my voice to the crowd. I am eperiencing  this on all my devices, wired and wireless. And I have had a ping running to 8.8.8.8 (google) with 11ms rtt and non dropout when the problem occurre. Starts a song… then skips ahead two tracks. 
         

        When it happens I get a pop up “unable to play ’[song]’ - The connection time Spotify was lost. Note that I am a Spotify premium subscriber. 
         

        here is a diagnostic code: 1621423807

          peterjw1987
          Lyricist I
          June 2, 2020

          I am having the same issue with my play 1 speaker. Get and error message stating the format is incorrect 
           

          diagnostic number 2089933964

          Francois V
          Lyricist I
          June 2, 2020

          Same probleme here.

          Diagnose number: 1827134823

           

          • What devices do you have?
            • multiple sonos speakers
          • Has anything changed on the network?
            • addition of boost
          • Which service(s) are you trying to listen to?
            • Spotify
          • Is the behaviour always the same?
            • Yes
          • Can you recreate it with ease, or is it random?
            • Happens very often but random. Easy to replicate
            glomeg132
            Lyricist I
            June 3, 2020

            Just adding my voice to the crowd. I am eperiencing  this on all my devices, wired and wireless. And I have had a ping running to 8.8.8.8 (google) with 11ms rtt and non dropout when the problem occurre. Starts a song… then skips ahead two tracks. 
             

            When it happens I get a pop up “unable to play ’[song]’ - The connection time Spotify was lost. Note that I am a Spotify premium subscriber. 
             

            here is a diagnostic code: 1621423807


            Same Problem!

            glomeg132
            Lyricist I
            June 3, 2020

            I have the same problem with my Play 1. Spotify skipping songs from time to time. It started just recently. And Sonos you can’t tell me it’s because of my internet connection. It worked for the last years without a problem. FIX IT!!

              alex_mobile
              Lyricist I
              June 3, 2020

              I have the same problem with my Play 1. Spotify skipping songs from time to time. It started just recently. And Sonos you can’t tell me it’s because of my internet connection. It worked for the last years without a problem. FIX IT!!

              Exactly the same problem and behaviour at my side

              Airgetlam
              Airgetlam
              June 4, 2020

              Have either of you tried to submit a system diagnostic within 10 minutes of experiencing this problem, and contact Sonos Support to discuss it? Anecdotal reporting only goes so far, and submitting hard data to them might elicit a more concrete response.

              I suggest the phone folks, they have more tools available, and are available Monday through Friday during business hours. Twitter support folks are available 24/7.

              There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

               

              Bruce
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