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Connection to Spotify Lost multiple times

  • 22 February 2020
  • 11 replies
  • 91 views

As per the title, seen this a few times now. Found various other posts but all closed for further comments.

 

Submitted diagnosis number 285123403

 

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Best answer by Ken_Griffiths 22 February 2020, 22:53

andrewjhp

Quite possibly a weak WiFi signal, or wireless interference around your Sonos devices. Maybe try a different ‘fixed’ non-overlapping 2.4ghz WiFi channel on your router (either channel 1, 6 or 11), ...or better still, consider cabling a single Sonos device to your router (if practicable) to move all your Sonos products over to SonosNet.

If you do decide to opt for SonosNet, which I tend to recommend to family and friends etc; then also do these two additional things:

  1. Set the SonosNet channel in “Settings/System/Network” of the Sonos App so that it is at least 5 channels away from your chosen router 2.4ghz channel.
  2. Remove/reset the WiFi credentials in the Sonos App “SettingsSystem/Network/Wireless Setup”. These are not needed when running the devices on SonosNet.

One further useful thing I would choose to do, is to add the Sonos IP addresses to your networks' DHCP Reservation Table… this is an optional, but worthwhile, step.

Hopefully that will then resolve your streaming music service dropout issues.

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11 replies

andrewjhp

Quite possibly a weak WiFi signal, or wireless interference around your Sonos devices. Maybe try a different ‘fixed’ non-overlapping 2.4ghz WiFi channel on your router (either channel 1, 6 or 11), ...or better still, consider cabling a single Sonos device to your router (if practicable) to move all your Sonos products over to SonosNet.

If you do decide to opt for SonosNet, which I tend to recommend to family and friends etc; then also do these two additional things:

  1. Set the SonosNet channel in “Settings/System/Network” of the Sonos App so that it is at least 5 channels away from your chosen router 2.4ghz channel.
  2. Remove/reset the WiFi credentials in the Sonos App “SettingsSystem/Network/Wireless Setup”. These are not needed when running the devices on SonosNet.

One further useful thing I would choose to do, is to add the Sonos IP addresses to your networks' DHCP Reservation Table… this is an optional, but worthwhile, step.

Hopefully that will then resolve your streaming music service dropout issues.

Userlevel 4
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Hi @andrewjhp welcome to the Sonos Community and thank you for reaching out with your diagnostic report.

There’s a few things that could change the playback behavior with Spotify in your system. 

First, change your Sonosnet channel from 6 to 1 and then power-cycle your Sonos players and reboot your router.

If playback is still patchy, is it possible to wire a different Sonos player into your router rather than your Bridge?

If the Playbar or the Sonos One is wired to the network instead of the Bridge, does playback improve?

 

Userlevel 4
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@Ken_Griffiths Jinx. 

Thanks for the suggestions both. 

I've adjusted the SonosNet channel and removed the WiFi. 

Question, do I need to remove the bridge if I plug the PlayBar in? Or can they both be hard wired?

Userlevel 4
Badge +11

Hi there @andrewjhp, if you wire the Playbar you should definitely unplug the bridge from the network. To be thorough, unplug it from power as well to see how you system works with out it as a factor.

  

Folks, 

I’ve done all of the above suggestion (I think) but still no joy. It keeps cutting out. I’ve re-submitted from recent issue number: 1253856183

Any help would be great!

Cheers, 

Andrew

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Hello @andrewjhp,

I’ve taken a quick look at the most recent diagnostic report and have a few thoughts.

Can you tell me if your Playbar is wired into your main Ubiquiti router or is  it wired into an access point or switch?

Is there anything wired into the second Ethernet port on your Playbar? 

Is it possible to wire one of your Sonos Ones to the main router instead of the Playbar and continue testing? 

Hi, I have the same issue - connection to spotify has been lost over 15 times today. Sonos is connected through Boost with Ethernet cable connection into Google Wif (Primary Wifi Point). I have submitted diagnostics number 18337256.

Thanks for help in resolving.

BeachBall.

 

Userlevel 4
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Hello @BeachBall,

Welcome to the Sonos Community and thank you for reaching out with your diagnostic report. 

There are two things that I would like you to do to that can help give us more of an understanding of your system.

  1. Can you tell us what your Sonos Beam is wired into with an Ethernet cable? Can you unplug this cable from the Beam?
  2. Please go to the Setting menu in your Sonos app. Settings > System >Network> Wireless Set-Up
  3. Follow through the prompts up to where it asks for your network password but please do not enter your network password when asked.  

After this step, exit out of the Wireless Set-Up menu and submit a diagnostic report.

This report will now include information about your wireless network traffic and may help pin down sources of interference. Pleas post the confirmation number here so that we can help resolve this with you.    

Thanks Jean,

The Beam is connected to an 8-port switch, which is then connected to my NAS and lighting hub (the former has been turned off for around a week). I can unplug, of course, but then I lose connectivity to those devices.

I followed steps 2,3 - without unplugging the cable from the Beam. Hope this is right.

Diagnostic report submitted, number 528981329.

Will look forward to hearing from you!

Userlevel 4
Badge +11

Hello @BeachBall,

Thank you for the additional information about your system. 

Just to clarify, is the Ethernet port on your Beam providing the network connection for that switch or is the switch wired into your Google WiFi router?

If you are using your Sonos Beam as an Ethernet pass-through for other networked devices, we recommend that you do not as it’s not going to be reliable. 

If the switch is being fed by a wired connection to your Google WiFi node, please double check this connection as it doesn’t appear to be working. 

To continue troubleshooting, can you detach the Ethernet connection on your Beam  and then test Spotify playback on a single room location and report back with a diagnostic and the results?     

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