Unable to play xxxxxxx. Lost connection to spotify - over and over and over again...


The connection to Spotify is lost over and over again when I try to play songs on my Sonos system. It happens again and again. Sometimes it manages to play half a song, but then stops. It goes on like this for days. Some days it works. Some not.

Diagnostics no: 3735414

I have a Netgear CG3700 modem connected to an Airport Extreme 802.11n 5th generation and extended wireless network with an Airport Express 802.11n 5th generation. Bandwith is 100mps.

Please help, I have had this problem for a long time now.

Best regards, Per

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

158 replies

Userlevel 7
Badge +26
I just signed up for Spotify Premium today, and it plays fine via the application. This error happens on anything I play via Sonos. My diagnostic submission is #5538708

What is strange that my son had an account until a few months ago and it played fine with the same settings.


There are a lot of connection lost errors on your players when connecting back to the wireless access point. I'd recommend starting with rebooting your wireless and any wireless access points you have in the house, followed by a restart of your Sonos devices. Let us know how that goes.


Anyone able to interpret the below? It's from the Sonos log file. I've yet to get a response from Sonos. Bizarrely, Spotify worked for 10 minutes earlier on. The below is an extract immediately after a song failed to play.

[Thu Jan 1 01:16:01 1970] err: [ap:1386] AP Socket Error: Socket Error: timeout (20000)
[Thu Jan 1 01:16:01 1970] err: [ap:1731] Connection error: 117 (AP=70.99.242.113:4070 ap.gslb.spotify.com:4070)
[Thu Jan 1 01:16:02 1970] err: [ap:1386] AP Socket Error: Software caused connection abort (103)
[Thu Jan 1 01:16:02 1970] err: [ap:1731] Connection error: 112 (AP=209.236.75.11:443 ap.gslb.spotify.com:443)
[Thu Jan 1 01:16:03 1970] err: [ap:1386] AP Socket Error: Software caused connection abort (103)
[Thu Jan 1 01:16:03 1970] err: [ap:1731] Connection error: 112 (AP=209.141.49.128:443 ap.gslb.spotify.com:443)
[Thu Jan 1 01:16:03 1970] err: [ap:1386] AP Socket Error: Software caused connection abort (103)
[Thu Jan 1 01:16:03 1970] err: [ap:1731] Connection error: 112 (AP=70.99.242.197:443 ap.gslb.spotify.com:443)
[Thu Jan 1 01:16:04 1970] err: [ap:1386] AP Socket Error: Connection refused (111)
[Thu Jan 1 01:16:04 1970] err: [ap:1731] Connection error: 101 (AP=67.138.106.143:443 ap.gslb.spotify.com:443)
[Thu Jan 1 01:16:04 1970] err: [ap:1386] AP Socket Error: Software caused connection abort (103)
[Thu Jan 1 01:16:04 1970] err: [ap:1731] Connection error: 112 (AP=173.208.157.162:443 ap.gslb.spotify.com:443)
[Thu Jan 1 01:16:04 1970] err: [session:1861] Login failed: 112
[Thu Jan 1 01:16:04 1970] error: login ecode=8 (Can not connect to Spotify), mapped to 0x80000007
[Thu Jan 1 01:16:04 1970] Transport error ERROR_LOST_CONNECTION for account type 2311, URI: x-sonos-spotify:spotify%3atrack%3a7id3R3M5XFMMHRB1Ngiu5C?sid=9&flags=8224&sn=12, friendly name: Mein Anker, share/server: Spotify, path: x-sonos-spotify:spotify%3atrack%3a7id3R3M5XFMMHRB1Ngiu5C?sid=9&flags=8224&sn=12, ip: , host: spotify:track:7id3R3M5XFMMHRB1Ngiu5C,1,0,03e2441d961704ccad473d, extra info: , http: -1, framer: spotify
[Thu Jan 1 01:16:04 1970] conn: br=1869769587, l=0, bw=0, bytes=0 (0)
[Thu Jan 1 01:16:05 1970] err: [session:2030] Unable to log play time for 7id3R3M5XFMMHRB1Ngiu5C


Those errors translate to the connection to Spotify lagged and failed to response when we reached out to them. The IPs that your DNS is looking for are either taking too long or getting denied. If you're using Unblock-US we've seen more recently trouble with people accessing the Spotify service through Sonos when using that DNS service. Have you tried resetting your DNS to your ISP's and restarting all of your network devices? Does that resolve the trouble?

Music services need every step along the way to take under a certain amount of time, and the total time to be within a short amount too, or you'll have audio cutouts. We've found that the Unblock-US servers are adding a little too much extra latency to the connection and often resulting in playback errors.
Userlevel 7
Badge +20
I am using UnoTelly for my stream services but in the last week or so have started having huge playback issues with Sons. Tracks on Google & Spotify are rarely working, and never on first go. Oddly the icons for Google Music and Spotify are just sitting as question marks in the Sonos Controller. When I try to reauthorise I get an error message and when I try to re-add them I get an error message.

I've power cycled everything, reset the controllers as well. This is so frustrating and I don't appreciate the "We don't recommend or support using DNS redirect services" line, it certainly didn't say that anywhere when I forked over a lot of cash for my hardware.


It looks like you've been in contact with our support team about this issue. I've updated your ticket to reflect the information on this thread. Please continue to work with our support team on incident number: 160320-000629.
Userlevel 7
Badge +20
Hi I am having the same issues.

Only Spotify is having this issue. TuneIn radio is working as normal.

I have tried changing the wireless channel. I have tried spacing out the units. I have tried removing potential interference.

I have tried deleting and reinstalling Spotify using a device password and log in (rather than facebook)..

It has been an ongoing issue for a year or two and getting progressively worse to the point now that I can play one song every time but it won't move onto a second song, ever.

Attached is a diagnostic report. Hopefully you can help. I'm about to ditch the speakers and never use Sonos again, which is a shame because when they worked, I loved them.



Hi toneharper,

I've added a patch to your system which will install if you run updates on your Sonos app. Test out Spotify after the update and let me know how it goes.
Userlevel 7
Badge +20
I upgraded to 7.2 yesterday and now I keep losing all my (5) zones.
I have reset my router, wireless access points, and my Sonos controller. It sometimes comes back for a few mins but then everything disappears again. The only change I'm aware of is the Sonos controller update (i.e. no firmware updates on my router or wireless access points).
I've submitted diagnostics - 7220789

Many thanks


Hi Amadeus1756,

Your Sonos units are still connected but they have lost their network addresses. Most of the time rebooting your router and this wireless speakers will fix this. If not, please try the other steps in this guide to get your speakers back.
Userlevel 7
Badge +20
Hi benger5 and rickyhall11,

I've added patches to your system accounts. Please check for updates on your Sonos app. Once updated, test out Spotify again and let me know how it goes.
If you have a patch for this problem, why don't you release it in a firmware update? Not a single one of these solutions seems to work, and I'm starting to think that this expensive toy is just a shower of S%$@ at this point.

So like all the others, ref 7244202 if there is any help to be had...
Removing and readding Spotify service resolved the issue. I had already removed all tracks and had shut down the PLAY:1 prior to doing that, so all I did this time was remove/readd Spotify. Thanks!
I am also unable to play spotify for the last day or two through Sonos. I updated my Sonos system, turned off and restarted my router and sonos, removed spotify and readded the account (use facebook account for premium account credentials). Still getting the same error. It looks like it will play, it finds music, displays the artwork and details, but then says "Connection to Spotify is lost". My dignostics message is 5125217. By the way, the Radio plays just fine through Sonos.
Same here it has been working fine now Spotify won't play anything 😕
I have the same problem. Seriously annoyed as this seems to be getting worse. What's the point in paying for Spotify and Sonos if it doesn't work!!!!
I have the same problem. Seriously annoyed as this seems to be getting worse. What's the point in paying for Spotify and Sonos if it doesn't work!!!!. Need some help.....please!
Userlevel 7
Badge +26
Hi guys,

There was an outage for Spotify on Sonos on the 18th which we posted about here. My apologies, thought I'd posted in all the threads on this issue. It's been resolved but if you're still having trouble with Spotify we're happy to take a closer look at your system. Likely it's something local to your setup which we can help with.

If you get this error message through Spotify on Sonos can you please submit a diagnostic from your Sonos system and reply back with your confirmation number? Also, try playing another source of music, such as Radio or another service, and see if you have any trouble playing those tracks.

Let us know how it goes.
I've got the same issue, no problem with web radio but with spotify. I sent the log file: 5157393.
Badge
I found recently that ONE particular song on Spotify will force sonos to say "lost connection". odd...
Hi there,

I am experiencing the same issue but only at night like other users are posting. There must be something else going on here. Is it possible that Spotify are dropping Sonos requests when the network is congested? Spotify works fine at night on all devices, it's just Sonos that is broken with "connection is lost".

I've tried everything suggested here. Time to switch services.

Cheers,
Dave
Userlevel 7
Badge +26
I've got the same issue, no problem with web radio but with spotify. I sent the log file: 5157393.]

Thanks for that diagnostic. It looks like your player is having some network connection trouble. I'd recommend starting with rebooting the router and when the router is back up, rebooting the player. You only need to unplug them for 10 or so seconds and plug them back in. Your Sonos will reconnect automatically. After that, go ahead and give it another try. Let us know how it goes.

I am experiencing the same issue but only at night like other users are posting. There must be something else going on here. Is it possible that Spotify are dropping Sonos requests when the network is congested? Spotify works fine at night on all devices, it's just Sonos that is broken with "connection is lost".

A couple important things happen at night, everyone comes home and all these networked, wireless devices that haven't been around or have been silent suddenly turn on. This can cause all sorts of mayhem depending on how close your neighborhood is. Also, everyone gets online, so your local internet connection may get strained, or the local servers for Spotify may get strained.

I'd be happy to take a look at a diagnostic from your system when you're having trouble playing tracks. you can follow the directions here to submit a diagnostic from your Sonos system and reply back with your confirmation number.
"A couple important things happen at night, everyone comes home and all these networked, wireless devices that haven't been around or have been silent suddenly turn on. This can cause all sorts of mayhem depending on how close your neighborhood is. Also, everyone gets online, so your local internet connection may get strained, or the local servers for Spotify may get strained."

Thanks for the response Ryan and I completely understand what you are saying. However the problem is isolated to Spotify via my Sonos system only. All of my other networks / services / devices operate as per usual. I've just signed up to Pandora and Google Play - they work flawlessly through my Sonos system at night.

Is there someone there that I can speak with who actually knows what is going on? Someone who knows why Spotify appear to be dropping requests made by Sonos when there is load on the network? The Sonos support team are just regurgitating the same message to us over and over (which isn't fixing the issue), but is there someone actually investigating the root cause?

Thanks in advance,
Dave
Userlevel 7
Badge +26
Thanks for the response Ryan and I completely understand what you are saying. However the problem is isolated to Spotify via my Sonos system only. All of my other networks / services / devices operate as per usual. I've just signed up to Pandora and Google Play - they work flawlessly through my Sonos system at night.

Is there someone there that I can speak with who actually knows what is going on? Someone who knows why Spotify appear to be dropping requests made by Sonos when there is load on the network? The Sonos support team are just regurgitating the same message to us over and over (which isn't fixing the issue), but is there someone actually investigating the root cause?

Thanks in advance,
Dave


Hi Dave,

When it comes to looking into an issue like this, it's really important to start with the basics and move out from there. I know sometimes it seems like we say the same things about these issues, but most all playback issues we look into are network or environmental in origin and can be resolved easily. Google Play Music does use about the same bandwidth as Spotify, so it's a good sign for your setup that it works fine. Spotify and Google Play Music on Sonos go through different servers for playback so the route from your network out to them may be better on one side versus the other, something we'll want to look into as well.

To investigate fully we do need to make sure the local network is good. We like starting with a diagnostic when the issue is happening as they contain a lot of really useful information, including more engineering level details if the team needs to investigate deeper.

We are constantly monitoring the streams and connections to many of our music services, which is in part what we use to identify outages and other playback issues from servers. Currently there aren't any active issues tracking from Spotify servers, though that is on a more global level, and not necessarily local to your area. We'd love to take a closer look at your system and help identify what's happening.

When this happens again would you mind sending in a diagnostic for us and let me know the number? I'll take a look to make sure everything local is good and can set up a ticket for you with our technicians for a more thorough examination if needed.

Thanks!
having same issues as everybody else just started happening 2 weeks ago i have had sonos and spotify for years. Had issues before but its always been related to outage that sonos or spotify has had. i usually just wait and you guys figure it out. But now you say this was resolved, but its not for me. sometimes when i restart everything i can get trough a song or two before it stops again. have submitted diagnostics number 5186714. I dont have network issues. I work with developing software for gateways and my network connection is monitored in a bunch of different ways. All my responce times on all my other services are fine and spotify works fine on all my other devices and services i have spotify one. the only thing spotify does not work on is sonos. everything else with my sonos system works fine.
Hope you can fix this soon.
Rgds
Strhuan
Userlevel 7
Badge +26
Hi Strhuan,

Thanks for that diagnostic. There's a lot of wireless interference on your system specifically hitting the BRIDGE but in most of the other rooms too. It looks like the environment has a lot of noise in general and the channel you're on may be the best. Any chance the BRIDGE can be separated from any electrical devices right around it?

It seems like your Spotify is having the hardest time coping with the issues there locally, but a great way to test if it's in fact the wireless causing issues is if you can wire one of those players into the network directly and test playing Spotify to that room only. That way if it cuts out you know it's related to the path from the player to your router and out to the Spotify servers, then back. It eliminates a lot of variables.

Can you test that out and let us know how it goes?

In general, each component which causes data to get loss adds to the potential for the music to stop. If you're connection is losing packets to wireless interference, and it's running slow, or certain servers taking a little long to respond you're more likely to have an audio cutout. Also, services like Spotify stream at 320 kbps so they already require a strong, stable connection.
Hi i have tried moving things around dint do anything. I can try cabling but severely doubt that is the issue. i checked interference levels on my measuring points and its not perfect but i have seen much much worse. If it was bad signal then i could accept songs stuttering or cutting out but i can get any songs going at all. Only for a short time after a short time after reboot of all the equipment.
Rgds
strhuan
resubmitted diagnostics again 5186984, Now its cabled and only one device same issue. Like i said this is not a network issue as far as i can see. Will See if i can dig up a hub and start doing some tracing.
Userlevel 7
Badge +26
resubmitted diagnostics again 5186984, Now its cabled and only one device same issue. Like i said this is not a network issue as far as i can see. Will See if i can dig up a hub and start doing some tracing.

Thanks for testing that. The error coming up is a login failed error, it seems to be resolving to the servers properly. Have you tried simply removing your Spotify account and adding it back in?

It's always good to make sure the environment isn't going to be an issue in the future, but I'm quite sure the WiFi isn't to blame here.

Let us know how it goes once you've re-authorized the account. If you're still having trouble I'l be happy to open up a support ticket for you.
Hi there,

Ryan thanks for your response. I have run a couple of diagnostics tests - one at about 3.25pm (Australian Eastern Standard Time) and one at 7pm. The connection was perfect at 3.25, however it is not working at the moment.

The diagnostics numbers are 5188058 and 5188256 respectively.
Userlevel 3
Badge +2
Hi, I have similar issues. It keeps dropping soundcloud, tidal and some stations cannot connect any longer.

I have send diagnostics, not sure what is going on but I have only had Sonos for less than a week and I am already getting problems. Hope this can be resolved quickly.

Diagnostics number 4829873

Thanks in advance


Are you still having trouble playing the services? I tried opening the diagnostic you submitted but wasn't able to view it (either it has been deleted or not archived in our database). Could you submit another diagnostic after the errors occur's? Post the confirmation number in a comment and we will have a look at it.