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Connection to Spotify was lost



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OK - I’ve been fighting this issue for months.  In the SONOS app (doesn’t matter if I’m on Mac, PC, or phone - behaviour is the same) I’d estimate Spotify tracks play successfully <10% of the time.  Otherwise I get the “lost connection” error driving you all nuts.  This is a huge problem for me as I only use Spotify for music.  I also had the experience over the years of this problem occurring once in a while, and the problem quickly went away.  Over the last year or so, it’s become a real problem.

I’ve been through the whole tech support thing with SONOS - troubleshooting suggestions included changing the wifi frequencies, channels, and mode, changing DNS, etc.  Rebooted all SONOS devices, rebooted router, deleted and re-created Spotify service connect to SONOS.  Same experience as many of you I’m sure, and similar to the advice from @Corry P above.  I don’t know the problem between Spotify and SONOS - but it has nothing to do with any of that.

As @dasherpr above, I signed up for the Apple Music trial, created that service in SONOS, and the tracks play with 100% success (I’ve not yet seen the errors creep into the Apple service).  It is interesting that if I try to play a track from Spotify and get the error, then play from Apple with no error - if I then go back to Spotify content, it works.  After a while, the lost connection error resumes.

Best answer still seems to be the one from @Corry P 6 months ago - there is a problem in the handshake/data transfer from Spotify to SONOS.  They know what the problem is, and have done for at least 6 months.  They’ve just not gotten around to telling us about it.

Since experiencing the same issue as you all have I’ve been back and forth with Spotify to try numerous things.

A clean (more thorough) reinstall of the Spotify app somehow did the trick for me. Perhaps you all want to give this a try since I really get your frustrations and Sonos hasn’t come with a solution at all….

Read more about how to do a clean reinstall of Spotify: https://community.spotify.com/t5/FAQs/How-can-I-perform-a-clean-reinstall-of-the-app/ta-p/4746485

Bestest of luck!

I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

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 phone folks, they have tools at their disposal that will allow them to give you advice specific to your Sonos system and network.

Switched from Spotify to Apple Music within the Sonos App… and yesterday after hours playing without issues… the same problem arose, this time with Apple. This is just weird. Sonos, any comments?

Something odd going on here? For years I've had rock-solid Sonos/Spotify performance. For the last few days, continual errors with connection to Spotify was lost. 

 

Everything works fine if using the Spotify app and connecting to the Sonos speakers that way, it’s just in the Sonos app. Some tracks play fine, some don’t and it seems to be the same tracks that continually refuse to play so that makes me think this isn’t a wi-fi connectivity issue. Anyone else?

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Really disappointed to see Sonos consider this closed. I have tried many solutions and none of them are a permanent fix - some may work for a time but all fail eventually.

This is obviously an issue affecting many spotify/sonos customers but Sonos look to be unwilling or unable to resolve

Now that Sonos have your money (considerable amounts!) they do not care about supporting you knowing that you will not change manufactures

Sonos you led the whole multi room music revolution. Stop sitting on your laurels and sort this issue!

 

Where you at, Sonos support? We need an update. 

In the meantime, did you try using your system with Spotify connect?

Really disappointed to see Sonos consider this closed. I have tried many solutions and none of them are a permanent fix - some may work for a time but all fail eventually.

This is obviously an issue affecting many spotify/sonos customers but Sonos look to be unwilling or unable to resolve

Now that Sonos have your money (considerable amounts!) they do not care about supporting you knowing that you will not change manufactures

Sonos you led the whole multi room music revolution. Stop sitting on your laurels and sort this issue!

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Interesting that Sonos just made a change to allow hi-rez Amazon, 24 bit 48kHz to be played on select Sonos products.  Wonder if a bug was caused from that bit of code.

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Guys, same frustrating problem here. Havent tried playing from the Sonos app for a couple of weeks. 

Instead, i have been using my system with Spotify connect. No problem with playback. I only use the Sonos app for grouping and EQ now. 

Im gonna keep doing this until Sonos confirms this issue is fixed. 

Glad to of your success with running from the Spotify app.  I was thinking it was a Spotify issue.  I’ll have to try that next time.

No problem. The downside is that using the system does not feel as neat as it once did. I have to use two apps and the Sonos app never needs to connect to the player as Spotify connect does. So its more of a "hassle" now, but at least it plays well so far. 

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Guys, same frustrating problem here. Havent tried playing from the Sonos app for a couple of weeks. 

Instead, i have been using my system with Spotify connect. No problem with playback. I only use the Sonos app for grouping and EQ now. 

Im gonna keep doing this until Sonos confirms this issue is fixed. 

Glad to hear of your success with running from the Spotify app.  I was thinking it was a Spotify issue.  I’ll have to try that next time.

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Guys, same frustrating problem here. Havent tried playing from the Sonos app for a couple of weeks. 

Instead, i have been using my system with Spotify connect. No problem with playback. I only use the Sonos app for grouping and EQ now. 

Im gonna keep doing this until Sonos confirms this issue is fixed. 

Maybe it’s connected to the imminent rollout of the Spotify HiFi Service? (just a guess on my part)…

https://www.whathifi.com/advice/spotify-hifi-quality-price-release-date-free-trial-and-latest-news

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Odd as it may sound, for the last several days starting at approximately 6pm EST my Sonos connection with Spotify fails for a while (all other services work just fine and can generally still connect to Sonos system via Spotify app, but not with Sonos app).  The problems typically resolves itself a short time later.  However, over the last several days downdetector.com has also shown big spikes in outage reports for both Spotify and Sonos starting at around 6PM EST which resolves within an hour, so it’s clearly not just me. 

 

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December 11, 2021, months after the “case closed” notice posted above, and for the very first time in years of Sonos use with Spotify…. I, too got the “unable to play, cannot connect” error, and Googling it brought me here. 

Interestingly, it cannot connect and then skips to the next song, sometimes it will start playing it and then stop connecting.

FYI: Using Fios 1GB fiber optic connection through an Amazon eero Wifi router connected directly to the fiber modem (not through the Fios router - that one was sent back).

Also FYI: Playing through Sonos app on my MacBook. All apps and speakers fully updated. 

Pretty frustrating. 

Been having the same problem intermittently for the last few days.  I was thinking it was a Spotify problem as if certain files were not available to play.  I was thinking it was Spotify preparing for Spotify HiFi.

Just switched to Apple Music, and… zero connection issues. 

Also having this problem. All my speakers are wired. Seems to go in and out, although it seems more reliable if I play to Sonos FROM Spotify instead of using the Sonos app. I’ve tried reconnecting the services, reauthing before I try playing, etc. nothing seems to help. Happing on my and my wife’s devices.

December 11, 2021, months after the “case closed” notice posted above, and for the very first time in years of Sonos use with Spotify…. I, too got the “unable to play, cannot connect” error, and Googling it brought me here. 

Interestingly, it cannot connect and then skips to the next song, sometimes it will start playing it and then stop connecting.

FYI: Using Fios 1GB fiber optic connection through an Amazon eero Wifi router connected directly to the fiber modem (not through the Fios router - that one was sent back).

Also FYI: Playing through Sonos app on my MacBook. All apps and speakers fully updated. 

Pretty frustrating. 

I have also now started experiencing this issue after years of problem free use.

This seems to be a problem playing Spotify from within the Sonos app. 

I find it difficult to take it seriously that you point the customer to make a complaint with Spotify. This should be handled by Sonos and Spotify, not the customer.

Apparently it has been going on for quite some time.

Is Sonos actively working on resolving this?

If so when do you expect a resolution?

It certainly suggests that the issue is on the Spotify end of things. If it was a Sonos problem, all other services would be equally impacted, as you point out.

Assuming that Sonos has received your diagnostics, and has identified the issue, I’m convinced that they have communicated the issue to Spotify. It would likely help if you were to also contact Spotify and complain. 

It’s unfortunate that Sonos doesn’t have any control over Spotify’s servers, and can’t work directly on them. Spotify has to do that work. All Sonos can do is point their service to the access point/server provided by Spotify.

Hi,

 

Same problem. Have contacted technical team but not useful. Can you please explain how the Sonos is having an issue only with Spotify, but not my own music library, Amazon music or so is radio? It is a single app (and generally the best for music streaming which explains the annoyance of the compatibility failure) that is failing.

I have factory reset my entire system. Everything works. Except Spotify. It also continues to try to play music long after you have given up and moved to Amazon music or another service. Halfway through playing a track on the same speaker it failed to play a Spotify track, the stupid error code comes up again. This is a bug. Or more specifically, your bug.

Everyone here has done all of the troubleshooting, resetting and assorted non-fixes. You cannot “consider this closed”. Not is it our wifi. We all have (I’m guessing) a normal amount (high) or devices on the wifi, because we aren’t luddites and we are in the 21st century. You cannot market a highly expensive set of speakers which cannot work if you and you partner and children have a normal amount of wifi devices for a modern house. Plus, that argument holds no water when all non-Spotify traffic works fine with the same traffic on wifi channels.

Could we have a fix, please?

 

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. 

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.

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 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.

 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.

 

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