Connection to Spotify lost / skips playing after on number

  • 14 June 2017
  • 3 replies
  • 299 views

For some time now connection to Spotify is lost. Stops after one music number. Tried Apple music (3 month trial subs. ) yesterday. Works perfectly. Hence issue is connection to Spotify. Network setup is a Sagem 3686 (coax) with timecapsule connected. Diagnostic number: 7491874
Please help.
Regards T Danielsen

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3 replies

Userlevel 5
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For some time now connection to Spotify is lost. Stops after one music number. Tried Apple music (3 month trial subs. ) yesterday. Works perfectly. Hence issue is connection to Spotify. Network setup is a Sagem 3686 (coax) with timecapsule connected. Diagnostic number: 7491874
Please help.
Regards T Danielsen


Hi T.Danielsen,

Thanks for reaching out and for including the diagnostics.

After taking a look at the diagnostic, we're seeing a few things that may be causing your issues. Specifically, we're showing two different networks that your system is trying to connect to which are: Danielsen (BRIDGE) and khnjzdxa (rest of your system).

First, let's get rid of the wireless information that's stored on your Sonos players so it doesn't try to connect to both. You only need this info when you don't have any Sonos players connected with ethernet. In the Sonos app, go to: Settings > Advanced Settings > Wireless Setup > Next > Reset. Then please perform a full system reboot in this particular order: unplug the router and ALL Sonos devices from power (including the BRIDGE). Plug in the router and allow it to boot completely. Once it's booted, plug in your Sonos devices then please also replace the ethernet cable that goes from the BRIDGE to the router.

Let us know how it goes after the test and please grab another diagnostic.
Userlevel 2
I have exactly the same problem, followed the steps above and it just got worse ... diagnostics 7583188
Userlevel 5
Badge +3
I have exactly the same problem, followed the steps above and it just got worse ... diagnostics 7583188

Hello pietervdb

We're seeing different error messages on your system.
First, let's ensure that your BRIDGE is at least 3-5ft away from your router (or the length of the ethernet cable) as we're seeing some interference on that unit. Also, let's have you change Sonos' wireless channel to 6 (if this doesn't improve things, let's try channel 11 as well).
Then, clear your queue and please remove/re-add the Spotify service to your system.

Once you've done so, please test Spotify and other services such as radio and let us know if you still experience the same audio issues.