Avid Contributor I

Question

Sonos app occasional disconnects from Spotify and Apple Music

39 replies
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I am wondering if anybody has had problems with the Sonos app occasionally disconnecting while it plays music, from both Spotify and Apple Music. I submitted a diagnostic to Sonos, but the rep on my subsequent chat did not have a definitive solution. He suggested I phone CS, because they have better diagnostics.

I tried disconnecting my wireless speakers on a hunch, but the problem recurred after that. Could these glitches be on the Sonos end? Has anybody definitively solved these? Thanks.

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Airgetlam

Did you notice the post above, that says :

Moderator Edit: Recorded and removed diagnostics number

If you’re unable to erase it yourself, they’ll likely have to do it for you. All you normally have to do is tell them you’ve submitted one, they can look it up.

Bruce

W

wse106Author

Avid Contributor I

@Airgetlam Yes—thanks—I have noticed that. Sonos seems to get the numbers before they are redacted.

Stanley_4

Grand Maestro

Silly privacy rules imposed on companies and users have done a lot to make life more difficult while not improving privacy.

AjTrek1

Regarding NOT publishing the diagnostic number in the community…

I’m not at home so I can’t publish a screenshot of what the OP sees when submitting the diagnostic. However, (and maybe it’s more difficult to do than I imagine) could not a warning be published on the diagnostic page such as:

For your privacy and security do not publish the resulting Reference ID number in the Community Forum. Sonos Tech Support will verify the number via your phone call or Chat session.

Together Everyone Achieves More = T.E.A.M.

Stanley_4

Grand Maestro

Regarding NOT publishing the diagnostic number in the community…

could not a warning be published on the diagnostic page such as:

For your privacy and security do not publish the resulting Reference ID number in the Community Forum. Sonos Tech Support will verify the number via your phone call or Chat session.

Probably better to say to not post it to any public forum.

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wse106Author

Avid Contributor I

@Corry P Just submitted a diagnostic. The number ends in 510. Let me know if you need the full number. In the Den. Stopped playing and went back to the start of the queue. Thanks. Is if better for me to email the numbers? I did configure 1.1.1.1 and 8.8.8.8.

AjTrek1

@Corry P Just submitted a diagnostic. The number ends in 510. Let me know if you need the full number. In the Den. Stopped playing and went back to the start of the queue. Thanks. Is if better for me to email the numbers? I did configure 1.1.1.1 and 8.8.8.8.

No need to publish any part of the reference ID in this community. To provide the reference ID to @Corry P just send him a Private Message.

Together Everyone Achieves More = T.E.A.M.

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wse106Author

Avid Contributor I

@Corry P Just sent another diagnostic. The Sonos app stopped, and I got errors connecting to Spotify. Will send the number in a private message.

Corry P

Sonos Staff

Hi @wse106

Apologies for the delay - I was on holiday.

As per my PM to you, I recommend you call in to our technical support team for some more involved troubleshooting.

I hope they are able to assist.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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