Question

Spotify Dropping out, Other Music Services OK


I have created a diagnostic report, 122658598, within about 5 minutes of the spotify service dropping.

It only drops for a brief moment, skips a song, and then it’s fine again for another half hour or so.

Appreciate any help you can offer!

Thanks,

Chris

 

Edit: I rebooted my router and changed the channel to 6. I will create another diagnostic if spotify drops out again.


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My problems have also currently gone away. It would be nice if Sonos could positively confirm the action they have  taken to confirm closure. 

Sonos could also usefully review their customer service operation…...this all could have been handled a lot better.

seems to have gone away for me as well! Still on S1

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Can confirm that for the past week I’ve had close to zero issues, maybe a slow startup here and there on initial play, but otherwise no issues. I was having constant dropouts with both the Sonos and Spotify apps, but I actually kept notes the last week and I have no complaints. So thanks for whatever was fixed! 

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@Adam S Not sure if you can comment on this, but I believe the issue has been fixed.  

With no changes to my network or anything else in my control (besides normal software updates), Spotify playback initiated from within in Sonos app now appears to be back to normal.

I’m curious to hear if others on this thread have a similar experience, but I think from my perspective this issue is closed as resolved… 

Note I am now fully S2 in the event others are still having problems with S1.

yeah I hope this gets fixed soon.  Started about a month ago for me and now it’s getting worse.  I can’t even listen to spotify on sonos anymore and it was about 95% of what I use Sonos for.  Beyond frustrating!

 

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Coming back to say that whilst I thought my issue was corrected, it’s popped up again and I’m still having intermittent dropouts. I’ve been back and forth with support to no avail, tired a wireless setup but that skipped a few times as well. I have to think this is a wider issue since so many are having the same issues as I am. I just recently started using Spotify and I really like it, but if it keeps up I sadly won’t be able to continue as it’s more than frustrating. 

Sonos, please help - we know you can do it! 

@Adam S Message from Thursday.  Just to manage our expectations can you get us a good update as to what is going on.  Getting a little frustrating as I am sure you can understand.  Thx 

 

Hello again. Both teams are still working on a resolution to this issue. Once we have more information to share, we will send out an update. For the time being, please continue to use the Spotify app to initiate playback on Sonos.

@Adam S

 

hi I also have been tweeting with sonos about this who for the past week has said Spotify and sonos engineers are working in this.  No update though.  Here is a copy of communication.

Moderator Note: Releasing private transcript between customer and Sonos agent is a violation of our Community Terms and Conditions.

hi @Adam S and @evpenny 

bow is what you previously wrote about this problem many of us are experiencing.  It seems pretty clear this is a system issue and will not be fixed with individual trouble shooting.  Can you please provide an update?  Thx 

Thanks for the reply.

Although I cannot release an official statement regarding a current issue with Spotify, I have seen multiple threads regarding similar issues. This may be a result of a system communication issue. I would be happy to provide an update once it becomes available to me.

Regarding the Bridge, it is generally not recommended to have a full Sonos system operated by a Bridge at this point. The low communication signal that I see on the diagnostic may be a result of keeping the Bridge in the router. This can lead to audio interruptions and buffering problems as well.

Hi @evpenny.

Because it sounds like what you need is full troubleshooting while on site, I would recommend to give us a call when you are able to, so a live agent can proceed through troubleshooting steps to make sure these skips are not a product of another issue. Skipping audio can have a multitude of origins and in a business environment, this can be more prominent.

@Adam S OKay. So, I wrote on this forum before. I am the fitness instructor at a gym with Sonos and everyone’s Spotify playlist is skipping songs. The owner looked at our playlists while they are playing and this messages comes up “could not play “name of song and artist” - the song is not encoded properly. 

 

So, again, everyone who uses Apple Music or another player at the gym has no problem.  Only Spotify users playing their playlists through the Sonos app are experiencing these major skips.

 

Please help!!!!

I have been having the same problem and I have found a workaround (sort of). 

Living in the UK I can access Spotify via Sky Q, if I connect via SkyQ and play through my new Arc (brilliant by the way) then use my Sonos app to play "everywhere" problem solved, no issues at all.

I'm not technical in any way but does this prove there is a problem between Sonos and Spotify? Certainly not getting any problems when using the TV app. 

I have had the same problems with playing spotify through the sonos app for the last month. No problems if I use the spotify app and connect to sonos .I had a web chat with a sonos guy Martin W on 1 June (ref number 01849444). Early resolution would be appreciated.

Thank you.  Please update when you have information one way or another. 

Thanks for the reply.

Although I cannot release an official statement regarding a current issue with Spotify, I have seen multiple threads regarding similar issues. This may be a result of a system communication issue. I would be happy to provide an update once it becomes available to me.

Regarding the Bridge, it is generally not recommended to have a full Sonos system operated by a Bridge at this point. The low communication signal that I see on the diagnostic may be a result of keeping the Bridge in the router. This can lead to audio interruptions and buffering problems as well.

313141951 is code.  I couldn’t connect a speaker directly to router because I am running out.  I am however absolutely convinced their is some problem with Spotify/sonos based on everything I have done to try and fix.  I reset every unit I I have (many as you see) have reconnected by bridge and set up boost as satellite.  Changed placement of all potential sources of interference and changed wireless channels.  Reset router.  One thing to be aware of.  The sonos app seems to periodically freeze and reset when using Spotify.  Only app it does this with.  Please keep me updated.  Online I see many people reporting same problem.  Thx

Hi @Music44. Thanks for letting us know. I do not currently see a DM from you, but I have taken a look at your diagnostics and there appears to be some range issues. Do you see the skips and buffering on certain speakers more than others? 

Where is the Boost located in relation to the other players?

I also noticed that it’s been awhile since a reboot of the Sonos system has been done. I would recommend rebooting each Sonos player (including the Boost) and router/modem. Following this, please assess if the issue is still present and if so, please submit another diagnostic.

To clarify,  sent a direct message on twitter with diagnostic code 1868650338

Hi Adam.  I did send a direct message at about 9:30 am today and have not received any help as of yet.  If you could assist I would appreciate it.  I just submitted this diagnostic.  552580970

Hey everyone. Sorry about the delay.

If this issue is not resolved or improved when having a Sonos player plugged into the router, the issue may be internal communication related and will require more investigation. I can try to take a look at some diagnostics when submitted. But ultimately, if you are in Sonosnet (hardwired) but the tracks are still skipping significantly, you may want to call in or email us for individualized troubleshooting. The reason for audio cutouts in general are really dependent on many variables and we would need to find out what they are. Hope everyone is being safe and enjoying their weekends!

 Hello I have been problems with Spotify and sonos for about a month.  In summary,  when I play Spotify through the sonos app songs will regularly skip or not play.  I get various error messages.  I am however able  to play Spotify on sonos perfectly when I connect through the Spotify app.  All of my other services work perfectly through the sonos app.  I have changed wireless channels on my router and sonos system and even upgraded my bridge to a boost.  I have read online many people are having this same problem.  Are you aware of it and what can or is being done to fix?  Is this a sonos problem or Spotify problem?  Thanks.

I’m a fitness instructor and for the last two weeks I was finally able to start teaching in person. The one gym uses Sonos.  For the past two weeks any instructor that uses Spotify has had their tracks skipping and then freezing or stopping.  You can imagine how disruptive this is when you are trying to teach a fitness class and your tracks are skipping. It is not happening to the instructors that have Apple Music - only Spotify users.  This is a recent problem as I taught my classes at this same gym at the beginning of March and didn’t have a problem. 

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A few changes on my side environmentally: I have upgraded to S2 and removed an old Play:5 first gen and replaced with a new Play:Five (it is a beautiful piece of hardware!), however the issue remains.

Spotify playlists started from the new Sonos app skips occasionally while the same playlists work great from the Spotify app via Spotify Connect to the same Sonos speaker group.

That said, I did notice that I've seen a few instances of “Unable to playback current song” on my macOS Spotify app, without having Sonos involved at all.  Combined with the accepted observation that the impact is the Spotify source only, I’m starting to think perhaps the issue is actually with Spotify infrastructure.

Perhaps there is some problem on the Spotify side with media on occasion that is better handled by the Spotify apps (in most cases) than Sonos?  From my experience, Sonos playback is super sensitive to media failures (caused my networking or source issues) and will skip songs at first indication of a problem.

@Adam S any word from your side? I’ll try to see if I can’t capture the problem in action on the Spotify side and pull that thread a bit.

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I too am having issues with Spotify in particular. I’ve been using other services (Amazon, Pandora, Google Play Music) for years without issues, but we’ve recently switched to Spotify and now I get constant dropouts and skipped tracks. I’ve never had this issue before - and can in fact still use other services without issue - but Spotify seems to be the issue. This is using the Sonos app if I try the Spotify app things are even worse. 

I see all the chatter about connections, WiFi, interference, etc. but I’m hard-pressed to believe that with everyone just having issues with Spotify specifically, any of those things have an effect on the issue. I’m all ear for suggestions. I’m using Sonosnet with a wired Playbar. 

I’ve been listening to my Sonos for a couple of hours tonight, sending music via the Spotify app and it’s fine. I haven’t had time to listen via the Sonos app today but last night it was terrible. I had to give up in the end and use my wife’s Google Music account (which is also fine).