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nwtal
Contributor I
May 17, 2021

Unable to play spotify

  • May 17, 2021
  • 15 replies
  • 3427 views

Only yesterday I’ve had issues with playing music using the spotify app and now the sonos app.

The songs keep cutting out in spotify and when using the sonos app I select a song to play, it tells me it can’t play that as it hasn’t been encoded correctly and then plays it for 5 seconds. Then jumps to another song on it’s own.

 

I’ve ran a diagnostics and here’s my number: 2145252438.

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15 replies

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nwtalAuthor
Contributor I
May 27, 2021

Thanks for the response @Xander P . I’ll hopefully get round to this at the weekend as a little thing called work is getting in the way :)

nwtalAuthor
Contributor I
June 2, 2021

So I finally trashed the wifi networks again and done a little more testing and everything still points to the sonos products.

  • Added the sonos devices and my phone only. Playback on the all sonos devices experienced pauses as discussed previously
  • Added the alexa and google home products I have to the same wifi network and performed the same playback tests had no pauses and played flawlessly
  • I’ve doubled check all my wifi devices and none of them are hogging the bandwidth, looking at the reporting available to me and periodic speed tests I’ve done when connected to the different access points I have. For example, the Sonos One  + SL (paired) are connected to the “Living” AP and when I tested the spotify playback, as soon as it paused and struggled to play. I then did a speed test on my phone leave the phone in a similar position to the sonos one and I get around 75MB download. During this time it still tried to play the music and kept pausing.

Diag report submitted: 12208046.

Please tell me the spotify issues you mentioned in a previous comment are some what related to my issues. I really can’t see my wifi bandwidth being the issue here, going off the tests I’ve done and the fact it suddenly stopped working on the 16th May.

 

Xander P
Xander P
Retired Sonos Staff
June 2, 2021

Hi @nwtal, thanks for sending those diagnostics over!

A few things I noticed - the Arc currently has the WiFi disabled, despite having surrounds bonded to it, which will likely cause issues. I’d recommend re-enabling the WiFi on the Arc first of all (Settings > System > Den > Arc > Enable WiFi).

I’m also only seeing a single One, not paired with an SL, while there’s an offline SL listed on your account - looks like this may have dropped off the network, and it may be worth checking that it’s powered on and not too close to any sources of interference.

I am, however, seeing the messages we would expect for the recent Spotify issues, so it does look like you’re being affected by this wider issue - no news to share on a fix right now, however our engineers are continuing to investigate :)

nwtalAuthor
Contributor I
June 2, 2021

@Xander P , my new best friend. I setup the arc as wired, due to your previous comments and left that as it was and tested the one and sl + the move for playback. I’ll make the amendments to my products and wait for the fix for the spotify playback. Thanks again for looking into this.

    amaninacan
    Lyricist I
    July 6, 2021

    I too have this issue, using a UDM (but no extra APs). I experienced this issue almost daily (and was rebooting my UDM daily to resolve) until I decided to connect everything via ethernet, which at least allows me to use the Sonos app to stream music to them. However, the devices do not show up in Spotify even after disabling Wi-Fi.

    Definitely an annoying issue.

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