Question

Sonos intermittently won’t play Spotify

  • 14 January 2021
  • 6 replies
  • 77 views

Hey,

I’m having a bit of a frustrating problem when Sonos frequently says it has lost connection to Spotify when trying to play either via Alexa or S2. I’ve tried using one for the Sonos devices on Ethernet or Wireless and the problem is persisting. On the odd occasion it will work however!


6 replies

Userlevel 5
Badge +14

 Hi @iopean.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

Looks like your having an issue with wifi interference in your network.

I’d probably start with reducing wireless interference.

If you need help with any other information, please be sure to let us know.

Hi, thanks for getting back to me. The Wi-Fi connection is absolutely fine. But then you’d know that if you’d read my post, the problem persists with Ethernet as well.

Since it’s happening when wired as well, it’s possible you’re dealing with duplicate IP address issues. Try a network refresh by unplugging all Sonos devices from power. While they are unplugged, reboot the router. Once the router comes back up, plug back in the Sonos devices.

However, without hard data to look at,  both Mark P and I are merely guessing at what could be going on. In order to provide him, not me, more information, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it, or post the diagnostic number here for a Community Moderator to pick up.

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

When you speak directly to the phone folks, there are more options available beyond just the diagnostic analysis.

Great, thanks for the help. I’ll give those steps a go.

Hi Mark, I have the same issue. Sometimes not possible to listen to Spotify on the amp (while working on other devices). Report number 1365386273. Hope this help.

Michele 

Userlevel 5
Badge +14

Hi @Bilbo871.

Welcome, thank you for reaching out to Sonos Community, We appreciate your time and effort in posting your concern here in our community.

Upon checking in your diagnotic report it shows theirs a wifi interference specially in wifi channel 1.

Kindly switch to channel 11 since it less congested.

I’d also be tempted to do a network refresh, by unplugging all Sonos devices, then rebooting the router. When the router comes back up, plug back in the Sonos devices wait for 1-2 minutes and test it again

Let us know if it works. If you need help with any other information, please be sure to let us know.

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