Sonos app occasional disconnects from Spotify and Apple Music

Hi ​@wse106 

Thanks for your post!

I’m sorry to hear of this issue you are having with audio interruptions when playing from either Spotify or Apple Music.

The Sonos app does not play music, nor does it maintain a connection while playing - the issue will be that the speakers themselves are having trouble maintaining the connection to the servers.

Looking at the diagnostic you submitted, I can see that it was a Roam that had the audio interruption - the Roam will always connect to Wi-Fi, and is easy to move, so I recommend adjusting it’s position to see if that is the issue, as it may get better Wi-Fi reception in a slightly different location.

In addition, your speakers seem to belong to multiple subnets. It is a requirement of Sonos systems that all speakers and the controllers are on the same subnet. This will need to be adjusted in your router’s DHCP settings pages.

If this advice does not help, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

Can you be a little clearer on what is happening and what you’re seeing in the app. If music stops, it’s not the fault of the app - the app just tells your speakers which music to play from which service, nothing is streamed through the app. If your music is dropping out then it’s likely to be the connection between your speakers and your music services, potentially WiFi interference or issues with your services.

You could try removing Spotify and Apple Music as services on the app and then re-add them. 

Also check that you aren’t playing Spotify or Apple elsewhere if you don’t pay a premium to either to get multiple streams. Playing music on the Sonos while you or someone else uses the same account on their phone will cut the music to the Sonos.

Note: my reply was being typed when ​@Corry P was already writing, so go with his reply!

Thanks to ​@Rhonny and ​@Corry P for their replies!   I put my Eero routers into Bridge mode.   That seems to have put my wireless Sonos speakers onto the same subnet as the wired speakers.   We shall see, but I am optimistic.   Thanks again!

Hi ​@wse106 

That sounds promising - with your Eero not in bridge mode, there would have been two routers trying to manage your network!

Hi ​@Corry P—it is promising!  I did find a couple of speakers afterwards with IP’s outside the main subnet (192.168.4).   I have created IP reservations for those. Thanks! — Bill

Glad you resolved your issue.

Judging from your solution you must have an ISP provided modem/router. Your Eero I assume was an out of pocket purchase to create a mesh network. By placing your Eero in bridge mode you have effectively reverted back to your ISP provided modem/router thus mitigating your purchase. In short you’ve spent money but aren’t reaping the benefit of your purchase.

I had Comcast/Xfinity (ISP) modem/router and purchased three (3) ASUS units to create my mesh. I placed the ISP router in Bridge mode… not my ASUS gear.

​@AjTrek1 I do not have a combined modem-router.   I have a standalone cable modem that I bought, so that the Eero is functioning as a router, like your Asus units.  Everything seems to be working fine.   I will check into the Eero Bridge setting and see if there are any security implications.   Thanks.

I had to open that image in a new tab and get past a security verification. Still funny though.