"The connection to Stingray music was lost"

Thanks carbmac - you are right on the money.

My initial support ticket to Stingray explicitly told them that this was a Sonos App/Stingray music service issue (as you described) and not the Stingray app...that was their response and “fix”(?!).

In hindsight I probably should have included that in my post so others wouldn’t waste their time.

Gonna be a long haul - I got time

Update : After reaching Stingray’s Customer Service, I was asked to remove and then re-add the Stingray service to my Sonos setup.  Which I just did.  I will update tomorrow or Thursday if this has solved the issue.  

In the meantime, @Arjaypee , would you be able to also do this too ?  You do that in the Preferences for the Sonos app, under Services.  Have your credentials nearby, you’ll need them to re-authorized your Sonos speakers again.  After that, listen to whatever channel was causing the most trouble before.  Same for @Nollind , if you’d find the time to try it as well.

Thanks a lot in advance people.  We will find a way to make this work  :)

Ray

I’ll give it a shot tomorrow and give it a day or so and respond with results.

@carbmac that’s actually their usual suggestion. Sometimes it will work. Often times it doesn’t. For example, it worked I while for me and then the problem reoccurs. They need to go beyond this and figure out why it’s happening in the first place and resolve it on their end. Getting their customer to basically give their Sonos system a virtual "kick on the side” every time this happens, isn’t a solution. 

Well.. it didn’t work.  It did for yesterday, but this morning, music stopped after 30 minutes.  I will contact Stingray again.

I re-installed the Stingray music service yesterday and it ran uninterrupted for about 6 hours. Also fired it up today and it started immediately (rare - as I usually get “unable to play” ….  and “Connection to Stingray was lost”..

I have done this in the past (to @Nollind ‘s point) and seems to be a temporary fix.

Will see how long this lasts and post result.

Update. No surprise...worked for about an hour today..music just stopped at 15:05 EST “No music selected”.

Hit the play button on SONOS app (did not re-select the Stingray channel). Stingray channel started up again. Stopped again at 15:29 EST “No music selected”. Hit play again. Started up again. Odd though, that after it started up again - after about 4 songs, the song that was playing at 15:05 (when it stopped) played again. Stopped again at 16:20.

Just as a follow from my original post, the problem continues for me. Here’s the latest blurb from a Stingray rep:

”We've actually been communicating and working with Telus, as we were able to discover a few technical things on the back for a few users that were or are still also experiencing a similar issue.”
“Unfortunately this issue has been ongoing for quite some time at this point, and although our technical team has made huge advancements on resolving it for most users, we still have a handful of users expediting a connection issue when using the app on their Wi-Fi. At this time, I don't believe it is a specific to Telus end issue, which is why we are continuing to work on this on the back end and with any provider that has a users that is somehow being impacted by this.”
“Although technology isn't always perfect, we are doing our very best to pin point the root cause for each individual user still experiencing this issue, as our ultimate goal is to ensure you can listen to your favorite music without interruption or issue. It seems with this connection technical problem, that for each individual, the root cause is something different from one device and account to the other. Dissecting the issue, testing and making sure there is a true fix that is not temporary but consistent to ensure this doesn't continue or happen again has become quite the challenge for several of our teams, but for the majority of all Stingray Music app users, it has been resolved for some time now.”

“I am keeping you on our follow up list and the second I get information on a proper resolution for your account, I will contact you immediately.”
“I sincerely apologize for all inconvenience and frustration this may be causing and thank you for hanging in there with us as we work on fixing this for you.”

And so we wait....

I’ve had this same problem intermittently for years but the last few weeks (December 2020)have been the worst it’s ever been. I can’t listen to more than a few songs without losing connection.

I’ve reauthorized my account so many times but it’s never the true fix. After reading this thread, I deleted and reinstalled both apps (Sonos and Stingray) so I’ll see how it goes. I’m a Telus user too.

Update...still having issues and need to keep reauthorizing Stingray. Forgot to mention I’m also having an issue where the album art doesn’t match the song being played. And a few times I’ve had a song get stuck on repeat. Had to close and reopen the Sonos app (plus reauthorize Stingray) to get it to work again. I am so frustrated!!