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Hi,

 

Just bought a Sonos Beam 2 weeks ago and I still don't manage to connect from the Spotify app. I can see the Sonos Beam in Spotify listed as device available but when I click on it, it displays "Connecting..." and nothing happens.

 

I called the Sonos support submitted the diagnostic report but they did not manage to find out the issue until now. Does anyone have an idea what could be the problem?

 

I am just thinking to return it and ask for a refund. It just sounds like a big joke to me for the price we pay to have a so painfull experience of hours and hours just to connect from a phone whereas it takes just some seconds to connect in bluetooth with the cheapest speaker.

 

Stephen

Hi @Stephen25, thank you for reaching back to the Sonos community. I appreciate you for providing us your concern. Let me help you with this.

First, I'd like to ask questions to isolate the issue so we can create a path towards resolution.

1. Do you experience the same on other music services?
2. On which speaker do you experience the issue? All or specific? 
3. Do you experience the same if you play music directly from the Spotify app? AirPlay?
4. Have you tried removing and re-adding Spotify music service on the Sonos app?
5. Have you tried using another mobile controller? Did you encounter the same?
6. Are you using an iOS or Android device? What's the software version?

Let us know how you get on with the advice above and run a diagnostic report. Kindly include the confirmation number in your response for us to check. 

If you have any questions about this. We and the community are always here to help.

Hi @Rowena B. ,

Thanks for your reply.

I am only using Spotify so could not test through another app. However, I managed to play through the Sonos app a music stored on my phone.

I am facing the issue on the Sonos Beam.

I cannot play Spotify from the Sonos app because I am in China and that the service is not yet available here. But my real problem is that I cannot connect to the speaker from the Spotify app.

I am going to try to remove and to re install Spotify on my phone.

I am using Android (MIUI 11.0.9 version based on Android 10) on a Xiaomi 9 phone.

 

Thanks,

Stephen

Hi @Stephen25, thank you for your response and for letting me know that you’re using direct control to play Spotify on your Sonos Beam.

Direct control means that you can stream music directly from the Spotify app. Direct control is available on Android devices only, and both the Google Play Music and Sonos apps must be installed.

If you encounter any issues, try using another mobile device. If you need further help you can reach out to our Sonos Customer Care to perform basic troubleshooting and provide options for you.

If you need help with any other information, please be sure to let us know. The Sonos Community is always here to help.

Hi @Rowena B. ,

Thank you so much. You're a genius. I downloaded Google Play Music and it works.

 

Wish you a good end of day.

 

Stephen

Hi @Stephen25, thank you for keeping us posted on this. I’m glad that you can now play your music on your Sonos Beam. If you encounter any issues in the future or if you have any questions, please feel free to reach back to us. The Sonos Community is always here to help.

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