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Spotify skips to next song or stops playing, other sources work just fine meanwhile


The past couple of months when playing music from Spotify on any of the sonos speakers the music skips to the next song or stops playing at random points. It can be after 2 songs or half a day. The controller reports connection to spotify lost. Sometimes i can immediately click play again and it starts over but sometimes it takes 1-10 min before i can resume. Meanwhile i can play from other sources just fine so it seems like a Spotify specific issue. If i try to play using spotify connect then as i select the speaker, it changes it back to the previous target.
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Best answer by Edward R 19 June 2019, 13:58

We have noticed this thread gaining a lot of traction of late, with most visitors to this thread opting not to actively engage in troubleshooting. The information in this post will be marked as the best answer to assist those reading along. If you are currently engaged in troubleshooting in this thread, we will of course continue to assist you.

Aside from the advice listed in this thread, if you are encountering playback issues with your Sonos devices, there are a few points you will need to explore. Some sources may seem fine, while others present problems. Often, services can be accessed in slightly different ways, with some methods being more susceptible to disruption, as when compared to others.

Is the issue the fact that your music is being interrupted? Commonly, this can come as a result of wireless interference. Are you perhaps using an incompatible network configuration or hardware that does not meet our system requirements?

Having read the information linked above, if you are still having issues, please post a response in this topic, with the following information:

  • What devices do you have?
  • Has anything changed on the network?
  • Which service(s) are you trying to listen to?
  • Is the behaviour always the same?
  • Can you recreate it with ease, or is it random?
Be sure to include the a diagnostics confirmation number, too.
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101 replies

We are experiencing the exact same issue with erratic cut outs of songs followed by restarts in 5 - 15 seconds playing the next song. While we usually use Spotify we have seen this happen with Google Music as well. We have two Sonos 3 that are wired and three Sonos 1 that are Wifi. It's making the system unusable
I followed Edward R's advice to check wireless interference as a possible reason for the Spotify problem and was able to eliminate the skipping, just by switching the Sonos wireless channel from 1 to 6. I have my Play 3 wired via ethernet cable to my Orbi Satellite router, and they sit < 1 ft apart. But I was able to eliminate proximity as a source of interference. Note that, as others have reported, this problem was oddly specific to playing Spotify through Sonos, whether starting from the Sonos app or Spotify app. I had no problem playing Spotify to my Google Home, to my Airpods or other bluetooth devices, or from the device itself (iOS or MacOS). Nor did I experience issues when playing Pandora tracks through Sonos. With the channel switch, Pandora still works fine, as expected. So, thanks, Edward R!! ☺
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@gruntso There are still wireless communication errors showing up. Also the data is not getting to your speakers fast enough. Your Sonos system is on a busy wireless channel, channel 1 looks best in your area. Try that, then go through our troubleshooting guide which covers many common troubleshooting tips. If you're still having issues it would be a good idea to continue troubleshooting live with our phone team. Please give us a call, our number is found here.

Hi Jeff, thanks for your reply.
I switch off the router and sonos speakers by the mains every night and they come back on around 3pm every day. So I don't think rebooting will help as they are switched off daily.
I will give a call on Monday when the lines are back open


If you are doing this every night, if you haven't already you will want to reserve permanent IP addresses for your Sonos devices (at the very least). Most residential routers do not keep track of their assigned IP addresses across a reboot, which can lead to duplicate IP addresses causing sporadic connection problems. In your router setup there will be a way to reserve the same IP for each device, thus assuring it will never hand out a duplicate.
I found the following on reserving IP addresses on the Virgin Hub 3.0 (edited to put in Sonos device):

The easiest way is to use DHCP reservation on the router.

Navigate to 192.168.0.1 in your web browser and log in.
  • If you are using a Hub 3 go to Advanced->DHCP.
  • Scroll down
  • Select a Sonos device from your list of connected devices.
  • Scroll down and you'll see the Add reserved rule Box is now populated with the Sonos device's MAC and IP address.
  • Click Add rule
You may be kicked out of the Hub interface at this point - but if you go back in and check you'll see the printer has now been added to the list of reserved devices.

Do this for each of your Sonos devices. Note if your router is not listing Sonos devices specifically, you can find the MAC address of each device by going to Settings > About My Sono System. All but the last 2 digits of the serial number is the MAC address. Use this MAC address to find out which devices on the router are Sonos.

See also this video:

PS this only affects Spotify. Apple Music works just fine.
Hello,
I have had the same problem. Songs regularly just stop and skip to the start of the next track. Diagnostics: 2007957481.
Thanks,
Peter
Same here, conf# 86501127. Happens on Play1s (Wifi) alone and/or on grouped P1s and Connect Amp wired to router
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Hi there, I'm facing the exact same issue since a month or so. 502269708 please let me know where this is going wrong ? Thanks!

Thanks for sending in the report. Your speaker is losing connection to your wireless network from time to time. This can happen when there are many nearby wireless networks, especially if they are running on the same wireless channel as your own. Please try changing your router's wireless channel to 1, which is less crowded.
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Spotify playback is pretty straight forward. It does depends on how you are accessing the music. For instance, starting playback from the Sonos app is different from starting playback from the Spotify app (via Direct Control). In one case, Sonos reaches out to Spotify to get the data, in the other Spotify is "casting" the data to Sonos.

In general, audio drop outs are indicative of a problem with getting data to the target player in time. In some cases, this is due to network bandwidth (downloading movies from iTunes, games from Steam, etc.) or there is interference (wireless and/or physical electronic interference) that is getting in the way of the data getting to the right place at the right time. Since each users local network is different (number and makes of all devices on the network) it can be a bit challenging to troubleshoot each individual network for each specific problem.

While it looks like the same end problem, each person in this thread could have a different reason for the same symptom of audio drop outs.

Important to note: Since mid April up to mid May, we have had a few outages both with Spotify Direct Control and Spotify playback in general on Sonos. Currently, all forms of Spotify playback should be working as expected.

@vspira - it appears three of your Sonos players (Quarto Casal, Banheiro Vivi & Banheiro Dudu) are all attaching to you network via wireless connection while the rest are going through a wired connection. Mixed setups like this can cause problems when trying to route data properly around Sonos. That said, I see you are using Google Wi-Fi, is it possible to plug any of the listed players into the network? How far are these speakers from the other Sonos speakers/units? Additionally, it may be a good idea to remove the wireless credentials from Sonos. This will force your players to talk with each other instead of being split.
Userlevel 7
Badge +20
We have noticed this thread gaining a lot of traction of late, with most visitors to this thread opting not to actively engage in troubleshooting. The information in this post will be marked as the best answer to assist those reading along. If you are currently engaged in troubleshooting in this thread, we will of course continue to assist you.

Aside from the advice listed in this thread, if you are encountering playback issues with your Sonos devices, there are a few points you will need to explore. Some sources may seem fine, while others present problems. Often, services can be accessed in slightly different ways, with some methods being more susceptible to disruption, as when compared to others.

Is the issue the fact that your music is being interrupted? Commonly, this can come as a result of wireless interference. Are you perhaps using an incompatible network configuration or hardware that does not meet our system requirements?

Having read the information linked above, if you are still having issues, please post a response in this topic, with the following information:

  • What devices do you have?
  • Has anything changed on the network?
  • Which service(s) are you trying to listen to?
  • Is the behaviour always the same?
  • Can you recreate it with ease, or is it random?
Be sure to include the a diagnostics confirmation number, too.
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@jrich05 Thanks for reaching out. I closed your other thread so we can focus on troubleshooting here. The streaming data isn't getting to your speakers fast enough. In your report I see that your home network is running on channel 1, which is pretty crowded. Try switching your router over to channel 11 and see if that helps. It's a good idea to make sure all of your access points are on the same channel, too.

Diagnostics number 1392108794

two Sonos one systems connected together, WiFi at home pretty strong. Can you help?

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Hi I am having this issue of songs playing for around 20s then skipping. Sometimes playback stops completely needing manual intervention to restart.
  • I have 4 "Play:1"s grouped and a bridge
  • Nothing has changed on my network
  • Spotify
  • Behaviour seems a little unrepeatable in terms of the playback duration is always slightly different
  • It is fairly common lately but seems to be a bit random
Diagnostics confirmation number is: 1123297514


Hi there,

Thanks for the report. Overall your system's communication on your local network looks good. This issue seems to be upstream of your speakers. Try rebooting your router and each Sonos unit to update their network information, then test out Spotify again.
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I am having all kinds of skipping issues and since Spotify (and TuneIn) are my primary sources of music I really need help. I feel like the whole reason I have the system is to listen to music yet I cannot. Really frustrating.

  • What devices do you have? Soundbar, subwoofer, (2) 1s, (1) 3.
  • Has anything changed on the network? Nothing
  • Which service(s) are you trying to listen to? Spotify and TuneIn
  • Is the behaviour always the same? In the sense that I can count on it skipping while I am listening, yes.
  • Can you recreate it with ease, or is it random? It is random.
Diagnostic Info Submissions:
1453684349
1245651170.
2090232167
1513794432

please help!

-Hunter


It looks like there's a DNS issue of some sort, try rebooting your router and each Sonos player. Send along a new report if that doesn't clear things up.
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I followed Edward R's advice to check wireless interference as a possible reason for the Spotify problem and was able to eliminate the skipping, just by switching the Sonos wireless channel from 1 to 6. I have my Play 3 wired via ethernet cable to my Orbi Satellite router, and they sit < 1 ft apart. But I was able to eliminate proximity as a source of interference. Note that, as others have reported, this problem was oddly specific to playing Spotify through Sonos, whether starting from the Sonos app or Spotify app. I had no problem playing Spotify to my Google Home, to my Airpods or other bluetooth devices, or from the device itself (iOS or MacOS). Nor did I experience issues when playing Pandora tracks through Sonos. With the channel switch, Pandora still works fine, as expected. So, thanks, Edward R!! ☺

My pleasure! Good job on getting that sorted, if I may say so. 👍🏼

When I play music using Spotify through my Sonos One, every couple of songs or so, a song from the play queue (regardless if it’s a playlist or an album) will be skipped. I started noticing because the songs that starts playing when the previous song was skipped doesn’t start right from the beginning but a couple of seconds into the song. 

  • What devices do you have?

Sonos One

  • Has anything changed on the network?

No

  • Which service(s) are you trying to listen to?

Spotify

  • Is the behaviour always the same?

Yes

  • Can you recreate it with ease, or is it random?

I can recreate it with ease, it happens every single time I play use Spotify on my Sonos One but cannot predict for sure which songs are going to be skipped and which are going to play properly.

  • Diagnostics confirmation number:

521910208

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@plpaquin Hi there, thanks for sending in the report. I don’t see any obvious cause of the cut outs from your report. The stream isn’t getting to the speakers fast enough. The communication between your speaker and router looks okay. I think it would be best to continue troubleshooting this live with our phone team. You can find our number and hours here.

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@CateCat Hi there, sorry for the delay. If you’re still having issues with skips, try changing your router’s wireless channel over to 6 or 1. It’s currently on 11, which is pretty crowded in your area, and there are some wireless errors showing up. Give that a shot, and also check this guide out if issues remain.

Hi 

Started using Spotify 10 mins ago and it's skipping. Diagnostics number 417523795

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So I've done that and guess what still skipping tracks.

Diagnostic 2095212266


Hi there,

In your reports I see that the communication between your Sonos speakers and network looks okay. The streaming audio is not getting to your speakers fast enough, and there are DNS errors when trying to connect to Spotify. Please reboot your router, and each Sonos speaker to ensure they are all using up to date network information. If that doesn't help, I'd recommend giving us a call. Our phone team has more tools available and can help troubleshoot the connection to Spotify.

Thanks @Jeff S Hadn't realised something as simple as changing the channel could help. Have done that and will see what happens 

Did a DNS reset. had some improved functionality for a bit, but things have fallen back into an intermittent mess.
Latest Diagnostic is here:
651288139

  • What devices do you have? Soundbar, subwoofer, (2) 1s, (1) 3 (1) Connect
  • Has anything changed on the network? Added the Connect back to my system
  • Which service(s) are you trying to listen to? Spotify and TuneIn
  • Is the behaviour always the same? In the sense that I can count on it skipping while I am listening, yes.
  • Can you recreate it with ease, or is it random? It is random.
This is just massively frustrating. Lots of money spent for a whole house audio system.
  • What devices do you have? 
  • Has anything changed on the network? 
  • Which service(s) are you trying to listen to? 
  • Is the behaviour always the same? 
  • Can you recreate it with ease, or is it random?

 

I’ve been having this issue for months but recently realized it is only with Spotify played through Sonos. Spotify through Airplay 2 or through Apple TV works fine and all other sources work fine. I have 7 Play:1, 2x One, 1x Beam and 1x Sub. I’ve used ethernet directly from the router to a One to enable Sonos Net but recently found just using the wireless 2.4 network from the router has less drop outs on Spotify but still quite bad. 

The behaviour is very consistent and I can recreate it with ease.

Diagnostic confirmation number 171272017

 

Thanks for any assistance 

So I've done that and guess what still skipping tracks.

Diagnostic 2095212266

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