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Connection to Spotify was lost


Hello,

I am having an issue playing Spotify through my Sonos app. I keep getting an error message saying "Unable to play (song) the connection to Spotify was lost." After spending some time searching for a solution online, it became apparent that this is a widespread problem with no definitive solution. Nevertheless, I am determined to find an answer.

Additional information:

• Diagnostic: 2024196285

• Internet connection is stable.

• Issue just occured today during playback. Sonos system was installed a few weeks ago, and everything was working fine until today.

• Spotify app works fine by itself, and I can play Sonos Radio through the speakers. The issue only seems to be when I try to play Spotify through Sonos.

• I have tried powering the Sonos amps off and on. No fix.

• I have removed my Spotify account in the Sonos app, and then reconnected it. No fix.

• I have tried clearing my queue in the Sonos app. No fix.

• I checked for updates on both apps after the problem occured. No update for Spotify, but I did update Sonos. No fix.

I believe that is all the relevant information that I can provide at this time. I look forward to a response and hopefully a fix.

Thanks in advance!

 

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Best answer by Corry P 7 June 2021, 13:47

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19 replies

Userlevel 7

Try resetting the Sonos app under App Preferences and rebooting your phone. If that doesn’t work, try re-installing the Sonos app.

Try resetting the Sonos app under App Preferences and rebooting your phone. If that doesn’t work, try re-installing the Sonos app.

Thank you for your advice, unfortunately I tried this and still the problem persists.

Userlevel 7
Badge +17

Hi @KBeaumont 

Welcome to the Sonos Community!

And thanks for the diagnostics - I was able to confirm that you’re being affected by a known issue that we are currently investigating.

Other than you perhaps needing to install a future update, this is up either Spotify or ourselves to fix - there’s nothing you’ll be able to do to fix the issue permanently. Some users have noticed an improvement after rebooting their entire Sonos system, however. I recommend taking the opportunity to reboot your router by removing power for 30 seconds too.

 

Edit: Or as you have already mentioned, play Spotify on Sonos from the Spotify app.

I have the same issue and I cant connect to the sonos speakers using spotify app as well, it’s stuck on connecting. Please help.

Userlevel 7
Badge +17

Hi @Indrasentosa 

Welcome to the Sonos Community!

I recommend you make sure both the Sonos and Spotify apps are up-to-date, then reboot your phone/tablet and switch off your router and Sonos speaker(s). Once the router has been off for 30 seconds or more, switch it on and wait for WiFi to return before switching on Sonos again.

If you then still can’t connect Spotify to Sonos, try removing Spotify from Sonos and add it again:

Remove a music service account from Sonos

Add a music service to Sonos

If that doesn’t help either, 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 network.

Connection to Spotify was lost - “And thanks for the diagnostics - I was able to confirm that you’re being affected by a known issue that we are currently investigating.” Has this issue been resolved?

There’s been no indication at this point that Spotify’s engineers have been able to resolve the issue, despite the assistance of Sonos’ engineers. There would like be a lot of various threads that have a response from Sonos when it occurs, since there are over a dozen separate threads currently discussing it as an issue. 

Connection to Spotify was lost - “And thanks for the diagnostics - I was able to confirm that you’re being affected by a known issue that we are currently investigating.” Has this issue been resolved?

i’m looking for an update - anything yet?

thanks, as i';m also experiencing this issue

Userlevel 7
Badge +17

Hi @alan278 

We consider this issue closed, so you may be experiencing issues due to something else going on. 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.

This crap happens all the time. It’s temporary and usually resolves itself. FWIW, the problem doesn’t happen when you try to play music from Amazon; only Spotify. I don’t know who’s fault it is but it’s insanely annoying. 

I had the same issue, reset everything multiple times in multiple orders, nothing worked. 
 

Fixed it by playing a sonos radio playlist then switching back. Id say its a Spotify Authenticator issue, no issues since!

Easy fix for devs would be if the error code appears then it automatically plays a silent song on sonos radio for a few seconds then switches back and retries. 
 

You’re welcome…

This is happening to me too!!!

 

1768319446

Userlevel 7
Badge +17

Hi @Hp202190 

Your Sonos system seems to have a few problems. First, your WiFi seems to have both frequencies on the same credentials and is “band steering” your devices to connect to 5GHz, which they will refuse to do. Additionally, Sonos devices talk to each other directly, using the same channel as your WiFi. As your WiFi access points are on channels 6 and 11, they aren’t always able to do this. There is also some multicast flooding affecting your Sonos system. I think you may possibly have too many WiFi access points - a lot of frequency congestion is reported.

To remedy all this, I recommend you connect at least one Sonos device to ethernet and test the whole system’s performance. This will make the unit(s) transmit a private WiFi for Sonos, much like your old Bridges used to do and bypass the WiFi you have, and the problems Sonos is having with it. Please change the channel they use to 1 (Settings » System » Network » Change SonosNet Channel » 1). Please also set your UniFi system to only use one channel (6 or 11, not both).

If that’s an improvement, make the wired connection(s) permanent. Ideally, you’d have a wired Sonos device to cover each half of your home.

To filter the multicast flooding out, I recommend checking your router’s network settings for IGMP Snooping/Filtering and enable it.

If the wiring of Sonos to the network does not help (it looks like you have some thick interior walls), or even if it does, disabling QoS (Quality of Service) and Airtime Fairness on your UniFi system should help. So should following these steps:

  • Log into the UniFi controller.
  • In the Settings tab, click Wireless Networks.
  • Click Edit next to the network SSID.
  • Expand Advanced Options.
  • Uncheck Block LAN to WLAN Multicast and Broadcast Data.
  • In the Settings tab, click Sites.
  • Disable Auto-Optimize Network.

Finally, using an ethernet-wired unit as the first room selected when creating a group will make the network path that the data follows the most efficient. If you remain on WiFi, I recommend experimenting with different rooms in charge. Those likely to have the better WiFi connection are the best choices.

I hope this helps. If it doesn’t, I recommend you get in touch with our technical support team for some in-depth and real-time troubleshooting of your Sonos system.

 

 

There must be a proper fix for this, most frustrating thing ever , I have done everything mentioned above thread and still the same , plays a few songs then just stops. I did t know you could add the app on Spotify, so did this .. still after a few songs it will just stop . Same on my phone or if I play from PC … what is the answer Sonos Team ???  

 If it doesn’t, I recommend you get in touch with our technical support team for some in-depth and real-time troubleshooting of your Sonos system.

 

Hello all, I have just set up a Sonos one in my kitchen on wifi and have an Arc in the living room that is hard wired into my router. I play Spotify through Sonos S2 app and …you guessed it ! the Sonos one looses connection and stops playing music. Where do I go from here if all above instructions fail to sort this issue out?

Thank you.

Seems a lot like a network issue, with the speaker in the kitchen not communicating properly with the wired Arc. Have you gotten in touch with the technical support team, as mentioned previously in this thread?

Hello Thanks for the reply. I have not contacted technical support as yet. I know you can link 2 rear speakers to the arc to add surround, but did not know you can link a single Sonos one to the arc or did you mean just to play music on both the lounge arc and kitchen one at the same time? Sorry, but I’m new to this and just finding my feet.
Things were stable today.

Depends on really what you mean….

You can always “group” speakers while playing music. They’ll play in sync.

In order to have surround speakers, it requires two speakers properly set up. 

It’s OK to be new, and ask questions. And there are specific definitions of certain words in the Sonos lexicon that have very specific meanings, such as “pair” “group”, “bond” and “room”. Probably some others I’m not remembering, but when these words are used in a Sonos forum, they do have very specific meanings. 

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