Answered

Unable to play "song title" - connection to Spotify was lost

  • 25 March 2020
  • 44 replies
  • 1035 views

Hi - any help on this issue? I’ve seen a number of similar questions with but not sure how to best troubleshoot.  I was in touch with Sonos support but haven’t heard back.  

Weirdly another phone on the same Sonos system, using a different Spotify account, is able to play without any problem.   

Diagnostics number is 1958733386.   

Thanks!

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Best answer by Anonymous 26 March 2020, 15:23

Does your Spotify account have problems outside of Sonos, or does this only happen within the Sonos?

At this point, you may benefit from giving our support line a call as we can perform more advanced troubleshooting in live time. We can also add one of our Spotify accounts to your system for testing purposes to see if that account also has trouble.  You can find our contact information here.

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44 replies

Hello @ferndinho. Welcome to the Community, and thank you for supplying that diagnostic. I am not seeing anything major that could be causing this to happen. I am leaning more towards this being an account issue. When you have a moment, please remove the Spotify account that this is happening on from your Sonos system, and then add it back. Once added back, please test it out. Does the problem still continue? 

Hi @Richard F.  - thanks for the help.  I’ve done this multiple times with no luck.   

Thank you for providing that information. Does this happen when playback is started from the Sonos application, or the Spotify application? 

Also, is this a free, or a premium account?

It happens when playback is started both ways, in the sonos app and in the spotify app.  This is a premium account.   

Thank you. We are losing connection to the Spotify server, and are unable to maintain connection to the account. Have you rebooted your network recently, such as your router? I know it only happens with one account, but sometimes this helps. 

Hi - yes, I’ve rebooted the router multiple times as well. 

Does your Spotify account have problems outside of Sonos, or does this only happen within the Sonos?

At this point, you may benefit from giving our support line a call as we can perform more advanced troubleshooting in live time. We can also add one of our Spotify accounts to your system for testing purposes to see if that account also has trouble.  You can find our contact information here.

no issues with spotify on it’s own.  only when trying to play via sonos app or connecting to sonos speaker through spotify app. i will give service center a call but have also been corresponding with someone over email. 

Diagnostic no : 1923907081 

Having same error of “unable to connect to <song name> the connection to (Saavn, my music service) was lost”. I have 3 Play 5s, 3 Play 1s, a play 3 , play base and a Sub across 2 levels of home.New Sonos Radio and Tune In works well. Issue perhaps happened after the recent upgrade. Saavn app is working independently of Sonos and I’ve reauthorized it on Sonos. Have also logged out and logged back again into Sonos . Tried switching off the router and restarting that… Pl advise

 Nw. I uninstalled the account and then reinstalled it and it’s working now,, thx 

Happened again… sorry.. after playing one playlist perfectly, system is back to original problem. Pl keep the complaint open...

Updated diagnostics 104264526 as there were some updates pending. Had tried your contact center but it’s not responding..

Hello @Arun Sawhney 

Thank you for providing us with the diagnostic. I see from the report that it looks like something is preventing a connection to Saavn. Do you have any firewalls being used? I believe that you may have to call our phone support because we would need to collect information about your network topology.

I have been having this exact problem off/on the past week (and right now am unable to listen to any music on my Sonos which is VERY frustrating). I have tried all the suggested fixes - is there a larger bug going on? Spotify works perfectly in its own app. I don’t seem to have any other connection issues network-wise. Can “reauthorize” Spotify to a success screen. Audible works fine as a service. PLEASE FIX THIS ASAP. Literally this “tiny” bug has essentially bricked my expensive speakers from playing music I pay monthly for. I know not every bug can be addressed all the time, but this seems pretty critical and not an isolated event.

Echoing @dmdill here. I spent all day listening to Spotify on some of my Sonos Plays and suddenly for the last hour Spotify is turning up this error. I restarted the Sonos and my router to no avail. This has never happened to me before. What gives?

We are in the same situation- getting the « unable to play …. connection to Spotify is lost ».  Tried full reboot, updated apps, reinstalled Spotify. Nothing is working. And Spotify is fine on its own. It still seems like this is not resolved. Please help!

Yep, getting this too in the last hour.

I am having the same issue as well…..looks like this is a bigger issue that is impacting a number of users.   Just started today.  

Yes, I just encountered the same issue today (a few hours ago). All other music services seem to be working fine… However, when trying to play content from Spotify (Premium account), it fails and I keep getting the error message, “Unable to play ‘___’ - the connection to Spotify was lost.”

  • I restarted my iPhone
  • I restarted the Sonos and Spotify apps.
  • I confirmed Spotify is working outside of Sonos. No issues.
  • I removed my Spotify account from the Sonos app, then added it back.
  • I rebooted my modem and router, then rebooted Sonos devices.

This did not resolve the issue - I’m still unable to play anything from Spotify on any of my Sonos devices (PlayBar, Sub, Amp + Architectural, and Ones)

I am now joining this thread with the same issues repeated multiple times in this ticket.  
 
Tried all of the fixed repeated here (restarting router, removing and re-authorizing Spotify from Sonos controller) and no luck. 
 

 

Same here too

Also just noticed this thread as “Answered” by the moderators.  This is clearly false, admins please keep this topic opened as several users have not had satisfactory resolutions to this issue. 

Same problem here. 

Started without any change in router settings probably a couple of days ago. 

 

Same exact issue here. This happens every one in a while but it’s usually short lived. Tonight is not. Been troubleshooting for about an hour with no luck. Looks like I’m not the only one. 

All of my Sonos devices suddenly began playing Spotify content as of 5 minutes ago (around 7:20pm PT)!

I randomly tried re-grouping my Sonos devices several times and they began playing Spotify one at a time until they all began playing. This did not work previously, so I assume some issue was just resolved on Sonos’ or Spotify’s end.

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