Groove Music cutting out

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94 replies

Userlevel 2
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Nope still not working like it should.

Really disappointed about both Sonos and Microsoft.
Userlevel 2
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Still skips to the next track every 2 minutes.


Really, after more than a year, without any real communication by both Sonos, and Microsoft, still no fix!

Does Sonos (or the Groove team) have anything to say about this?
(How about a fix within a week, and an apology for taking more than a year)
Userlevel 7
Badge +26
Nope still not working like it should.

Really disappointed about both Sonos and Microsoft.

Mind sending a diagnostic our way? I'll take a look for you. Directions here to submit a diagnostic from your Sonos system and reply back with your confirmation number.
Userlevel 2
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same here, still broken. It skips tracks every 2 mins....really poor from both Sonos and Microsoft!
Userlevel 7
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Thanks, there are some communication issues internally on the network, but doesn't look like it should cause a lot of problems. Do you usually play other services too? If so, do any of them have trouble?

It'd be great to give us a call on our support line and work with a technician live here so we can get a really good look internally at the system.
Userlevel 2
Badge +1
Others work fine. Amazon, google play and Deezer. No problems. Local music fine as well.
It's just Groove that hasn't work EVER!

Just did a trace on, and it seems the network is going in circles....
I'm confident my own network isn't the cause.

I'm willing to give you a call, what information are you looking for?
Userlevel 7
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They'll want to run a few traces and collect that information to move it up to the team for investigation. They'll want to confirm there isn't any other local trouble, but it sounds like it may be something along the link outside your network.
Userlevel 2
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Microsoft Windows [Version 10.0.14393]
(c) 2016 Microsoft Corporation. All rights reserved.


Tracing route to []
over a maximum of 30 hops:

1 1 ms 3 ms 2 ms
2 28 ms 23 ms 23 ms []
3 51 ms 25 ms 24 ms []
4 404 ms 406 ms 402 ms []
5 365 ms 406 ms 409 ms []
6 34 ms 35 ms 37 ms []
7 40 ms 38 ms 34 ms []
8 49 ms 36 ms 43 ms []
9 325 ms 406 ms 407 ms []
10 376 ms 407 ms 405 ms []
11 385 ms 407 ms 406 ms []
12 374 ms 407 ms 405 ms []
13 342 ms 346 ms 406 ms []
14 370 ms 405 ms 408 ms []
15 388 ms 398 ms 407 ms []
16 370 ms 406 ms 406 ms []
17 174 ms 202 ms 202 ms []
18 278 ms * 369 ms []
19 322 ms 304 ms 314 ms []
20 366 ms 264 ms 343 ms []
21 309 ms 305 ms 261 ms []
22 374 ms 407 ms 406 ms []
23 338 ms 508 ms 409 ms []
24 309 ms 375 ms 408 ms []
25 416 ms 405 ms 407 ms []
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.


Looks like a network problem to me!
Not sure what going on, but that is one strange network they have going.......
Userlevel 2
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Especially the callback to at the end......
Userlevel 2
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Let them contact me on skype, and we can work out some extra traces......
Or let me know what number to call.....

I'm starting to litter the topic

Btw: playing OneDrive music through the Groove App works perfectly fine.
Userlevel 7
Badge +26
Contact details are here and if you need them to switch to call you on a different number when you're on with them, they can do that.
Userlevel 2
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Cancelled the call after being in the waiting queue for 10 minutes.
Not enough skype minutes left to keep waiting...
(calling the US through my fixed landline will get expensive real fast 🙂 )

Tech support can reach me on Skype if they need extra information.
Userlevel 7
Badge +26
I modified your post to hide your email.

I'll pass the information you provided on. They may reach out if more details are needed.


As an FYI, I've had a support ticket open with you guys on this issue for literally over a year now. The ticket was initially opened in August 25th 2015. In this ticket we've already ruled out issues in network connectivity between my home and Microsoft's servers. As of the latest response from Nate D., you guys are apparently working with Microsoft on this and have been since December 2015.

All of this to say, it's basically impossible that network issues are the cause of Bas_3's issues.
Dear all,

I have the same problem with my Groove account. Groove works perfect with its own apps and all other providers work fine with Sonos. Just the combination Groove on Sonos causes constant interruptions ("connection to groove lost"). How can I help you to further investigate this?

Here is a diagnostic for my problem: 6972571
Userlevel 2
Badge +1
Still no updates? I do experience the problem as well - it is only with groove and sonos...