Connection to Tidal lost


Tidal was working fine, then all of a sudden I cannot play any tracks.  I can browse, add to playlist, etc. but when I try to play I get "Unable to play [track name] - the connection to Tidal was lost" for every single Tidal track in the queue.  Songza and radio connect no problem so it's not internet. 

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34 replies

Userlevel 7
Badge +19
Hi everyone. Last week and over the weekend we were working with Tidal to get an outage resolved. This outage was posted on our status page here: https://status.sonos.com/

As of now, it should be resolved. If you are still having troubles accessing Tidal, my best recommendation is to contact our support team directly as they can have a closer look in real time and determine if the issue is still present.

I'm closing this topic as it's a topic from 2015 and likely has nothing to do with this outage or any future problems. There is no need to ping users about a topic from 2015 about a recent outage.
All they did was push it down the road . . . they're getting thousands of people with this problem, and they're sending out big long lists of things you need to get them and a "diagnostic" as well. It's a joke. This is customer service trying to push the problem further ahead and not resolve it. I got an email reply after a detailed report that was ludicrous. Simply a cut and paste or auto-bot reply to my query about Tidal issues.
I submitted diagnostics, confirmation number 1861609756.
I thought that the update had fixed the issue for me, but it returned after a few hours. Now, a few days after the update, I'm lucky if I can make it through an entire song on Tidal. All other sources work fine, and Tidal plays fine on every other device on the same network. It doesn't make a difference if I start the stream from the Sonos app or the Tidal app.
Same issue 6250219
Hi jonmb63, I have reviewed your diagnostic found a couple sync errors between the Sonos and Tidal.
Is the system experiencing the same the problems with local music or/and TuneIn radio stations? As, some Sonos units are experiencing peals of wireless interference that may lead up to the audio drops.


If this is the problem - and a known problem - what’s the solution to the peals of wireless interference and what’s caused them to start happening all at once?
I’ve had exactly the same thing that others have been discussing. Only started to happen over the past two or three days and only with Tidal. I play radio etc fine but only really want to listen to Tidal and am struggling to be able to.

Is there a reason that it’s started to happen to lots of people at the same time and is there a good fix for this yet?
Hi,

As of the past few days I’ve been having this same issue with the connection being lost mid way threw songs and forcing them to skip. Please help! I bought all of this equipment to host a party this Saturday need a rapid response and solution if you can...Thanks in advance.
I have the same issue and it is only on Tidal. I want to listen to Tidal -- they have the sound quality, they have the music. Let's get this problem fixed.
I am with Sonos 10.0 (but it was same issue with previous version) and listening to Tidal I listen for 20-40 seconds of a song before Sonos displays "Connexion lost with Tidal" , jumps to next song and works for 20-40 secends before Sonos... etc,etc... until Tidal is stopped... What can I do (Listening to TuneIn is quite better) What can I do ??
I am facing this issue too! Internet speed seems to be fine it for some reason tidal keeps disconnecting and starting the next song.
Thank goodness for one of the responses in this thread. I was experiencing this issue consistently, starting about three days ago. Tracks would skip part-way through, or refuse to play altogether. Someone mentioned an update fixed it for them. I ran "Check for Updates…" in the desktop app, and it found an update. First the app updated, then it updated my devices. Now Tidal streaming is working flawlessly again!
Same here yesterday and today. Connection to Tidal (and only Tidal) keeps dropping.
I have the same issue with Tidal. Can you please check: 896084003
Hi Max
Thanks for your reply. No I don't have any problems playing local files or TuneIn radio, it's only a problem with Tidal.
Thanks
Userlevel 6
Badge +3
Same issue 6250219
Hi jonmb63, I have reviewed your diagnostic found a couple sync errors between the Sonos and Tidal.
Is the system experiencing the same the problems with local music or/and TuneIn radio stations? As, some Sonos units are experiencing peals of wireless interference that may lead up to the audio drops.
Same issue 6250219
I had this same issue after downgrading to tidal's lower subscription. I fixed it by going to tidal website, switching back to the expensive subscription at which point it started playing again in the Sonos app, then switched back to the cheap one again. So far, it's still working...

Can confirm Richard_71 approach worked. Was very frustrated but now seems to be working just fine....
I had this same issue after downgrading to tidal's lower subscription. I fixed it by going to tidal website, switching back to the expensive subscription at which point it started playing again in the Sonos app, then switched back to the cheap one again. So far, it's still working...
Userlevel 7
Badge +20
Same problem after downgrading. Help! 5260420
I have reviewed your diagnostic and found a DNS issue. Is your system still experiencing the same problem?
If yes, remove your Tidal account, reboot both the Sonos system and the router. Once everything is back up and running re-add your account and try again.
Let us know how it goes, and submit a new diagnostic.


I have done everything suggested, still the connection is lost..


Hi FirstUser,

I'd like to take a look at a diagnostic report from your system in order to understand why you are getting that error. Please send in a report then reply with the confirmation number, here's how.
Same problem after downgrading. Help! 5260420
I have reviewed your diagnostic and found a DNS issue. Is your system still experiencing the same problem?
If yes, remove your Tidal account, reboot both the Sonos system and the router. Once everything is back up and running re-add your account and try again.
Let us know how it goes, and submit a new diagnostic.


I have done everything suggested, still the connection is lost..
Userlevel 6
Badge +3
Same problem after downgrading. Help! 5260420
I have reviewed your diagnostic and found a DNS issue. Is your system still experiencing the same problem?
If yes, remove your Tidal account, reboot both the Sonos system and the router. Once everything is back up and running re-add your account and try again.
Let us know how it goes, and submit a new diagnostic.
Same problem after downgrading. Help! 5260420
I also have this problem after downgrading from HI-FI subscription.
Badge
Same issue. Diagnostic #: 5151682
Userlevel 2
Badge
and there you go, i upgraded to HI-FI subsription at Tidal, and then it works, so obviously there is an issue when downgrading to std subsription at Tidal ( through wimp ) pls fix!

Problem seems worse than that. I have a brand new Hi-Fi account which can't connect through Sonos either.