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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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63 replies

The Sonos system diagnostic is extremely comprehensive. The chances are that a support tech would offer advice very quickly.

As for “so many people have had the same issue”, this board would be inundated with thousands of posts if there was a fundamental problem with Sonos. 

.....and bizarrely enough .... after typing that message its suddenly started working perfectly!!

I have absolutely had enough of switching things off, restarting things, reinstalling apps, rebooting things. So many people have had the same issue and I've spent literally hours on this and nothing I've done has made any difference. Sonos was working with Spotify up until a few weeks ago, now it isn't. 

I actually went out this AM and bought a cheap portable Bluetooth speaker...so nice to be able to listen to music in the kitchen. 

No energy left to devote to Sonos I'm afraid.

….and for what its worth, just installed Sonos on my desktop Mac, which is directly connected to my router via an ASDL cable. Exactly the same issue so nothing to do with WiFi.

 

An invalid conclusion. The Sonos controller is just that: a remote control. It sends commands to the players. They then fetch the music stream directly.

This is almost certainly a network issue. Occasionally the internet or the remote servers can be at fault, but usually the problem is local. 

I suggest you submit a system diagnostic within 10 minutes of a dropout, note the confirmation number, and contact Sonos Support. They have the tools at hand to analyse your local network conditions. 

For what it’s worth, I’ve converted my playlist to a Spotify playlist using free tools to export the playlist from Sonos, import it to Spotify (free tool only allows 200 songs per playlist and can’t add to existing playlists) and then merge the resultant playlists into one.

 

Then the playlist is available through Sonos and plays perfectly, no missed tracks or skipping half way through… and honestly now I’ve gone through that bit of pain at least now my playlist is in a piece of software that allows me to manage/sort the playlist etc in a way that Sonos has always been really poor at. The Sonos app is now just a way of selecting a Spotify playlist and starting/stopping the music.

….and for what its worth, just installed Sonos on my desktop Mac, which is directly connected to my router via an ASDL cable. Exactly the same issue so nothing to do with WiFi.

 

I'm having exactly the same issue. I've reinstalled / restarted every component of my system and I still get the message "connection with spotify was lost" every time I try to play music. I really dont know what else I can do apart from buy some bluetooth speakers and just use the Spotify app directly. At present my Sonos system is just a number of bricks scattered throughout the house! It all worked for years...now it doesn't. I spent hours reinstalling, restarting etc. Coming to the conclusion that it's just never going to work again!

Hoped the above might be useful but unfortunately made no difference. When using my major playlist that is basically all Spotify song I either get that two consecutive songs will play ok, then the third fails, or each alternative song fails. The song that then plays also seems to sort of fade in having missed the first couple of seconds.

 

Because I have Android and iOS devices I’ve tried all combinations of using one or the other, both or none but nothing seems to fix it. Ironically about 6 months ago I thought this problem had gone but it’s back with a vengeance and worse than ever. Added to which to Sonos app generally seems to be getting more buggy. For example here’s my Home Screen on iOS at the moment. No Sonos playlists shown, when there are at least 5 to show and you can see the message about recently played…


this is my Android app at much the same time

 

 

Hmmm, so it could be something, it could be nothing, but right after posting that last message, I checked to see if maybe the Spotify app was actively running in the background on my phone and it was. I did a force stop on the Spotify app and mysteriously the Spotify connection while using Sonos app has been solid since. Unfortunately, I don't want to attempt to reproduce the problem right now because I just got my music working, but if anyone reads this, maybe try the above to see if it works for you. 

I'm having this issue right now and it's ridiculous. Song plays, song ends, next song doesn't play (connection to Spotify was lost). Song plays, try to skip, next song doesn't play (connection to Spotify was lost). 

 

If it is a Spotify issue, perhaps Sonos work directly with them to figure out what's going on if they haven't already. Also, updates on any progress on said issue would be very professional and customer friendly of them as well. 

Maddening that this has been a known issue for Sonos for more than 9 months and still no fix (or even transparent discussion on why it’s happening).

Maybe this is a Spotify issue - they are due to rollout their HiFi service at some point this year. It is supposedly behind schedule, so maybe the cause of their ongoing issues has some bearing on these matters, although personally speaking, I’m not seeing any service interruptions here, but I only use their free service, with advertisements.

Maddening that this has been a known issue for Sonos for more than 9 months and still no fix (or even transparent discussion on why it’s happening).

Sonos hasn’t changed anything on their side of the equation, to my knowledge. So it’s either an internal network change in your home, or an issue with Spotify. I’d 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.

3 years no issues. Last two weeks I cannot connect  Spotify to Sonos. Tried all remedy’s. Painful.

I didn¨t know that then. I just assumed that new version should be better than old one. So I wanted to update. Is there any chance to go back to S1?

There’s every chance you might encounter the same ‘connection lost’ issues now, even if you could revert back to an S1 System. You will ‘undoubtedly’ be far better off running all on S2 in the longer term… it’s probably just a case of sorting the Network issues here (I believe) …and my post above should (hopefully) go someway to help resolve those issues seen since the upgrade.🤞

I have same ”connection lost” problems too with all my music services.

I have 6 Sonos Ones, Sonos boost (which is wired to router) and Sonos Port. Before this update everything work fine.

Anyhow @Pop74  the ‘connection lost’ issues you mention, will likely not be related to the Sonos S2 App (upgrade) as what you are more-likely experiencing here, sounds like a network-related matter perhaps arising from a router reboot, or change in WiFi/SonosNet channels.

Some routers will auto-select their WiFi channels on startup/reboot or their DHCP server can get confused when assigning IP addresses to multiple devices restarting at the same time across the LAN subnet.

I suggest perhaps trying this…

Set your routers 2.4Ghz WiFi band to use a ‘fixed’ non-overlapping WiFi channel, either 1, 6 or 11 and if the router allows set the channel-width to 20MHz.

If using SonosNet, then ensure you have one Sonos device only wired to the main router and set the SonosNet channel so it is at least 5 channels away from your chosen router channel. Also keep any wired product at least one metre away from the router.

Power off all Sonos products and the router and bring them back online in this order:

  • Modem/Router 
  • Wired Sonos Products
  • Wireless Sonos Products (nearest to router, then next nearest etc.)

Let each device settle and connect to the internet before moving onto the next device.

Once all is setup and working then (optionally) consider adding your Sonos device IP addresses to the routers DHCP server’s reservation table as that should certainly help to prevent any further IP address conflicts going forward. HTH

I just add Sonos Port to my systems and made this update to S2. Because of Sonos Port I can’t go back to S1. What about others, do you use S1 or S2?

 

By the way you didn’t have to upgrade to S2 for the Sonos Port, as that device is both S1/S2 compatible, as shown here in this Sonos Support Page:

https://support.sonos.com/s/article/4786

I didn¨t know that then. I just assumed that new version should be better than old one. So I wanted to update. Is there any chance to go back to S1?

I just add Sonos Port to my systems and made this update to S2. Because of Sonos Port I can’t go back to S1. What about others, do you use S1 or S2?

The Wife & I use both S1 and S2 Sonos Systems here at our Home, we have new and old Sonos products and so have both controller Apps on our mobiles.

By the way you didn’t have to upgrade to S2 for the Sonos Port, as that device is both S1/S2 compatible, as shown here in this Sonos Support Page:

https://support.sonos.com/s/article/4786

 

Post deleted. See my reply below…

I have same ”connection lost” problems too with all my music services. I have had Sonos products almost ten years without any big issues but last week I updated my Sonos systems from S1 to S2 and then these problems started. I regret that I made this update. I have 6 Sonos Ones, Sonos boost (which is wired to router) and Sonos Port. Before this update everything work fine. I just add Sonos Port to my systems and made this update to S2. Because of Sonos Port I can’t go back to S1. What about others, do you use S1 or S2?

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This Spotify “connection was lost” issue is super annoying. It’s not happening with tunein, Apple Music, or Soundcloud. Sonos has to fix this! don't blame Spotify - you need to work together with Spotify to rectify this issue.

Funny thing is; I have three households and this issue only seems to occur in one of them. What is unique with the household with the issues? Cable-ISP (not fiber), Lots of networks around (but I have chosen the least busy channel for my SonosNet). Always Spotify having issues, not the other services.

Please help! My diagnostics no is 1150008154

Thx!

 

This issue with Sonos and Spotify is so frustrating. Have similar connection issues with Sonos Radio too. You pay lots of money for these speakers and so limited to the music and quality of music you get, so frustrating, we are capture as I have 3 of these speakers. Would not support anyone else buying Sonos! Software fix shoudl have been resolved years ago when this issue was first discussed. My fool me it seems to thing this supposedly quality product would resolve such a simple issue. Internet is not the issue which appears their fallback. 

When is the update coming, I get the same now for all my services Calm, Sonos Radio, Spotify. I have removed both apps, reset Sonos, even hardwired into router this happens. 

6 months or more as Sono has pointed out this has ben happening and not resolve! What is really going on, this should not be that hard to figure out! You guys are tech companies! 

Where is the solution on what we are investing in with subscriptions and expensive speakers!? 

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!

 

That did seem to make the playback from Spotify app to SONOS speaker work better - but has not changed anything about playing from within the SONOS app.

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.

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