Sonos bookshelf stops working when starts Spotify

Question

I recently moved house and hence got a new WiFi connection with new router. Now Sonos app recognises the bookshelf speaker and plays services like radio without problems. As soon as plays a music anything with Spotify speaker stops and disappears from the Sonos app. I tried switching off router and speaker and restarting. Tried to remove remove Spotify and reauthorise, installed new Sonos app on another phone and did the setup but nothing solved the problem. I have not changed any settings with router and possible someone can help me please with this situation.Thanks.

Airgetlam · Answer

It sounds like some sort of potentialwifi interference, but I’m not certain. Were all Sonos speakers and the router off at the same time, or did you do them in a sequence?They should be all off at the same time, if you do them in a sequence you’ll get some potential benefit, but not everything. However, if they were all off simultaneously,I would recommend that you submit a system diagnostic within 10 minutes of reproducing the issue, and call Sonos Support to discuss it. Do not factory reset any units. Also, don’t post the resulting diagnostic number here. You’ll like be better prepared if you do two, one with it connected, one with it not, so they can compare the two.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 Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.Unfortunately, unwashed (non-Sonos folks like you and me) don’t have access to that data.

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