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.

Oh…there’s an image?  Can’t see it on my phone. Hate to miss out on a good laugh 😂 

I figured it out..,

“Good Thinking Batman”

😂😂😂

Odd, I get nothing, just a blank ‘grey/gray’ screen on my iPad. 

Apparently, putting Eeros into Bridge mode is a bad idea if an Eero is serving as your router…

Correct.

To get your Eero back as the main router do the following in the order given. Do not factory reset your Sonos. 

1. Unplug all Sonos 
2. Set the ISP router to bridge mode
3. Factory Reset the Eeros
4. Setup the Eeros using the same SSID and Password you used with the ISP router. When we setup your Sonos it will recognize that SSID and Password
5. Power cycle your device
6. Connect your device to Eero WiFi. It should recognize the SSID then enter your password to connect; same as before
7. Delete the Sonos App from your device
8. Plug in Sonos and let them come back
9. Reinstall the Sonos app
10. Select join an existing system and follow prompts to connect and enter your credentials 

​@AjTrek1  Thanks—I am all set—speakers etc.  are working fine.   When I checked the Eero router, it was in NAT mode, so not in Bridge mode.  I  I don’t have a router from my ISP.  I assume Bridge mode would have killed the network dead, necessitating Eero resets  I did reserve IP’s for my Roam speakers on the main subnet.   SonosNet seems to be working on my Symfonisks…

OK…great

So you are saying that your ISP is only providing you with a modem. How were you generating a WiFi signal prior to obtaining your Eero? Also NAT is always enabled unless you have a second router. So still a bit confusing as to your original issue. Just out of curiosity who is your ISP?

I've seen this happen on a few Sonos systems, and more often than not it ends up being a network stability issue rather than Spotify or Apple Music themselves. I'd check for Wi-Fi congestion, mesh network quirks, or IP address conflicts first. If the issue affects multiple music services, it's less likely to be the streaming provider and more likely something in the Sonos-to-network communication chain.

​@AjTrek1 I had an old Apple router before the Eero router.   What got me started on all of this was occasional music dropouts with Sonos.  I was trying to eliminate the subnets that Eero creates.   A better way may be to use IP reservations.

 ​@Rajpriye I just disabled SonosNet everywhere to see if that solves the dropouts.   I gather that SonosNet and mesh networks like Eeros do not work well together.   Thanks to all!

Hi ​@wse106 

That was going to be my next suggestion, but it looked like it was going to be a lot of work, so I held it back. I think it’ll be promising.

There is no need for IP reservations with most modern routers. Eero uses dnsmasq for DHCP server, so IP addresses will remain consistent even after restarts of Sonos device(s) and/or Eero device.

https://eero.com/en-GB/legal/open-source-compliance

Good morning!

​@AjTrek1 My ISP is Comcast

​@Corry P I mostly had SonosNet disabled already, so it was just three or so speakers

​@craigski SonosNet may be my issue, not the multiple subnets(?).

Hi ​@wse106 

The subnet issue may have caused some problems with grouping or with rooms missing from the app. Perhaps even initiating playback.

The audio interruptions (if heard on the Bathroom Roams only) is due to poor Wi-Fi reception on those particular speakers. Moving them may help,. or moving a mesh node nearer to them also could.

If you encountered interruption issues in other rooms, please re-test and submit a diagnostic afterwards, letting me know here when you have done so, and which rooms were affected. Thanks.

​@Corry P  Never encountered an interruption on the bathroom Roams.   Here is a diagnostic for an interruption in the den from last night:   [diagnostic number removed].   This was before I disabled SonosNet.   Den has a hardwired Port, so perhaps elsewhere.  Thanks.

Moderator Edit: Recorded and removed diagnostic number

Hi ​@wse106 

Thanks for the diagnostic - the Port in Den shows multiple failed attempts to contact the Spotify servers. As the Port is Ethernet-wired, we can discount any interference or reception issues. This basically leaves the router or the DNS server at fault. I recommend rebooting your router by switching it off for at least 30 seconds. If that does not help, please try changing your DNS server (in your Eero settings) to 1.1.1.1 or 8.8.8.8 and reboot the router afterwards.

In regard to the subnet, I can confirm your speakers are now all on 192.168.4.x, which appears to be issued by your Eero router, so it looks like you followed Batman’s (​@AjTrek1’s) advice.

As for SonosNet, it’s currently being broadcasted by Bedroom (L) and Library, so those connections could be removed, but I recommend that you also disconnect your two Sub Minis from Ethernet as they’d be happier talking directly to their companions over wireless.

Finally, it looks like you might have a managed network switch in use. If this is the case, please review the following webpage for the correct STP settings to use on it:

Configure STP settings to work with Sonos

I hope this helps.

Edit: The STP setting may help with the failed connections to Spotify.