Answered

spotify song skips and drops


Hi there,

 

Been seeking a resolution to this problem for a while. Moved my system to completely wired and removed some components to see if they were the source of interference. No luck so hoping support has a better idea of what is going on. 

Lost connection to Spotify error. Song skips and general intermittent problems with music streaming. Local music works fine and home theater works fine.

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Best answer by Corry P 9 June 2021, 13:32

Hi @Stefan.Sorin 

Welcome to the Sonos Community!

Looking at your diagnostics, it seems that your system is being affected by a Sonos/Spotify issue that we are currently investigating.

Can you please try playing Spotify on Sonos from your Spotify app, rather than from the Sonos app? Thanks.

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Hi there,

 

Been seeking a resolution to this problem for a while. Moved my system to completely wired and removed some components to see if they were the source of interference. No luck so hoping support has a better idea of what is going on. 

Lost connection to Spotify error. Song skips and general intermittent problems with music streaming. Local music works fine and home theater works fine.

1226056816

Have you tried a different streaming music service to see if that has the same issues? If that other service proves to be okay, then I would contact Spotify (or your ISP) to see if any type of hardware/software upgrades are currently taking place with your service provider in your area.

Hi Ken,

None of the other streaming services are playlist based so song skips don’t happen but disconnects sometimes do. Simply we notice less because the buffering of an online radio seems to eliminate this problem most of the time. I’ve contacted spotify and they say contact sonos. 

Ah okay, in that case you should be able to contact the Sonos Support Staff via this link below to ask them to look at your diagnostic report and see if they are able to assist with the issue…

https://support.sonos.com/s/contact

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Hi @Stefan.Sorin 

Welcome to the Sonos Community!

Looking at your diagnostics, it seems that your system is being affected by a Sonos/Spotify issue that we are currently investigating.

Can you please try playing Spotify on Sonos from your Spotify app, rather than from the Sonos app? Thanks.

Hi Corry,

Have tried that, am not certain the problem does not replicate but it certainly is much less often. So perhaps that resolves it. Unfortunately it then depends on the spotify device (ipad or phone or desktop) remaining active.

I’ve honestly been having this problem for the better part of a year.

Thanks

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Hi @Stefan.Sorin 

A year?

This issue, which you’re definitely experiencing, has only existed since May this year, so I now have to assume you’ve got compounded issues.

Unfortunately, it will currently be difficult to troubleshoot the older issue using Spotify. Given that both your devices are wired to ethernet, we can of course rule out WiFi issues and the environment.

I notice you have an Asus router. We are aware of an issue whereby some Asus routers need to undergo a factory reset after they have updated their firmware, and that this firmware update may easily happen without you being aware. Therefore, it may be best to try a factory reset of the Asus router.

 

Hi Corry,

This might be separate issues or problems then. I moved my system off wifi to try and resolve the past problems. They decreased, but never ceased. I will double check my firmware and update my router again, but I have this set to manual so i doubt this is a problem.


 

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Hi @Stefan.Sorin 

If you used to have your system operating on WiFi, then the Airtime Fairness and Quality of Service options in your Asus router’s settings may have been an issue. Your Sonos system prefers both to be off.

Many Asus router owners have needed to factory-reset their routers recently, and not just for Sonos operation, so it’s my main concern for your system. Excepting the Spotify issue, of course.

Hi Corry,

Yes i recently reset my router and reinstalled the firmware, QOS and other ‘extras’ are always disabled.

I will do this again to see if it has an effect.
 

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Hi @Stefan.Sorin 

Just to be clear, the reset should be done after the update of firmware, not before.

Correct. And it just occurred again.

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Hi @Stefan.Sorin 

That interruption was due to the Spotify issue that we’re currently investigating.

If you get any interruptions on other services, please let me know. Thanks. 

To ensure it isn't my router I've done a full reinstall of my network. Reset my router to factory firmware, new firmware reinstall, factory settings confirmed no extras active such as QOS. It just had problems straight away.

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The Spotify app might also have similar issues but we don't use it enough to reliably report.

 

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Hi @Stefan.Sorin 

That was another Spotify error. There is nothing further I can do you help you with this. It’s a Spotify issue and we are working with them to resolve it.

By all means, let me know if you have any playback errors that are not related to Spotify in any way.

Hi Corry,

I see that this has been registered as answered but I don't really agree that instructions not to use the Sonos app is a decent solution. While the Spotify app works it requires that the device controlling it remain active constantly.

Are there any updates on this bug within the Sonos app and how long it is expected to resolve this?

Thanks,

 

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Hi @Stefan.Sorin 

I understand your point, and I don’t consider using the Spotify app as a solution but as a temporary workaround. I marked the best answer for the benefit of others - it makes it easier for anyone who is experiencing and researching the same issue to see that we are aware and currently working on a fix. Currently, this is the best answer we can give.

I’m afraid I have no updates, but I can tell you that both Sonos and Spotify are currently working on an actual solution.

Hi @Stefan.Sorin 

I understand your point, and I don’t consider using the Spotify app as a solution but as a temporary workaround. I marked the best answer for the benefit of others - it makes it easier for anyone who is experiencing and researching the same issue to see that we are aware and currently working on a fix. Currently, this is the best answer we can give.

I’m afraid I have no updates, but I can tell you that both Sonos and Spotify are currently working on an actual solution.



Hey Corry is there any update on this yet? Just want an updated reply so I can tell my co workers its still being looked at and I’m not just dragging my feet getting it going.

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Hi @LightCam45 

I can promise you that both Sonos and Spotify are taking this very seriously, and we are both working to resolve this as quickly as we can. However, I can also promise you that I will not receive a single update as to the progress made, until the moment I am told it has been fixed. If I was to receive an update that wasn’t an actual fix, I would not be allowed to share it. Only when an issue has been resolved, and the related update released, can we share the fact with customers.

What I can’t promise you is that you are being affected by this particular issue, though if you see the same symptoms then it’s likely.

Hi @LightCam45 

I can promise you that both Sonos and Spotify are taking this very seriously, and we are both working to resolve this as quickly as we can. However, I can also promise you that I will not receive a single update as to the progress made, until the moment I am told it has been fixed. If I was to receive an update that wasn’t an actual fix, I would not be allowed to share it. Only when an issue has been resolved, and the related update released, can we share the fact with customers.

What I can’t promise you is that you are being affected by this particular issue, though if you see the same symptoms then it’s likely.

Thank you for the reply, I just wanted to make sure that there wasn’t a fix out from Sonos that I was unware of. We have a few offices that use Sonos products so trying to keep ontop of updates as best as I can.

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Hi @LightCam45 

In the Sonos app (for each system), please go to Settings » System » System Updates » Update Automatically to make sure you don’t miss any updates. More details are on our Update your Sonos speakers help page.

 

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