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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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41 replies

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?

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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. 

 

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

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?

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.

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.

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.

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!

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?

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.

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

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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.

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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.

 

 

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

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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.

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!

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?

 

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.

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?

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. 

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.

 

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 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…

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