Spotify Connect has stopped working on my Sonos products (Port, Arc) after last Sonos update (82-2-)

[Tonilou]

After yesterday's Sonos firmware update (82-2-59204) I can not use Spotify Connect anymore on my Sonos speakers. The Sonos speakers are shown on Spotify for macOS and iOS, but when I try to connect I just get "Connecting..." and nothing happens. This wored fine until Tuesday.

[ErazerBrecht]

Same problem here. 

[Maria]

Hey @Tonilou & @ErazerBrecht,

Thanks for reaching out on the Community!

Could you check if relinking the Spotify app makes any difference? You can remove the connection and then re-add it by following the steps here.

It's also worth giving the steps under Connect not working? on this page a shot, as it's possible that they'll help in your case.

Should this behavior persist, however, it would be great if you could send us a video or a photo showing how things look from your end (if possible).

Fingers crossed this helps!

[Tonilou]

Hi

1. Deleting and readding Spotify from Sonos app (both from iOS and macOS) does not help, the same issue persists.
2. I did all steps from "Connect not working" with the same negative result.
3. I attach two images images showing how of my Sonos speakers appear on the Spotify speaker menu ("Sonos TV", "Sonos Dressing"...) but when I click on (for example) "Sonos TV" I just get a "Connecting to Sonos TV" message but the connection never succeeds.

[Eni]

Hey @Tonilou, 

Thanks for your reply. 

Could you let us know if you've already given a different internet connection a go to see if the same happens? If not yet, you can try creating a hotspot on your phone and using that. 

On another note, would you mind checking if the Connect feature works as expected with other devices? Also, it'd be helpful if you could ask a friend or a relative to log in to their account on one of your devices to see if they can replicate this behavior with the same speakers. 

We'll be waiting for your reply.

[vao81]

Hello, same issue here.

I though that the issue was related to the last Spotify version.

I have checked everything, devices updates, sonos updates, app reinstall, permissions, networks etc... 

- My iPhone and Mac are updated and since the the last version of Spotify, impossible to use sonos products.

- My son's and wife's iPhone are updated too, but still use the 8.x version of Spotify and they are able to cast to sonos products.

- On my iphone7 with iOS to up to date but the last version of Spotify (9.x) ... impossible to use Sonos Products...

I logout from the iphone7 device, and log in with my son's account and ... it works ! 

So it is related to my Spotify account ? how it can be ? how to fix this ? HELP 🙂 It is urgent to fix this as we are a few days to end of years parties.... Thanks

[vao81]

I am replying to myself after hours of searching for a workaround .... in case it is of help to anyone.
I reinstalled all my SONOS products one by one on a new system and managed to get them to work with Spotify again.

I hope I don't have to do this again. Too much time wasted.

👉 Here is the manual to factory reset Sonos products : https://support.sonos.com/en-us/article/reset-your-sonos-product

[fregor]

Hello.

I've got the exact same issue with my Sonos devices. This has already been tested :

• Sonos app and Spotify app has been reset/reinstalled
• Spotify account has been reauthorised in the Sonos app
• All my network has been restarted (powercycled) (Nest Wifi + Google Wifi, Norwegian ISP Altibox + Netgear Switch)
• All Sonos devices affected has been restarted (powercycled)
• MAC adress for phone has been anonymised and reverted
• Checked updates for apps, and Sonos devices - 80.14.06 / 82.2-59204

The issue seem to be connected to my Spotify account, as other members in my family sub can play without any trouble. (I'm thre account holder) I also logged out og my account on my phone to try one of the other members, and then it workes as intended... This needs to be fixed withou me having to reset all my Sonos devices. 

[mros]

Same issue here since a week ago. It is really annoying. Same description as the post above. My daughters account works fine on the exact same network. My doesn't. I have been using spotify connect on sonos since the dawn of time (more or less). Now it is 100% dead. I have spent 2 hr with sonos support, both chat and call and they have not been able to solve it. They redirected me to Spotify support. I have called and they can't solve it and asked me to send an error report on email. This must surely be an issue that is known to Spotify/sonos by now. Can we please have some information? 

[fregor]

Can confirm, Spotify Connect works as intended on my Revo Supoerconnect radio. 

I also created a new free Spotify account now, just to try. And I can confirm this works totally fine, as intended, on the same devices that my ordinary premium account don't.

[mros]

Trying to resolve this with spotify support, jumping through their hoops with test accounts, reinstalling software, creating new accounts etc. The issue still remains, their test account, a newly created account, my daughters account; they all work fine. My does not. It can by no means be related to the clients/app or my network. Something must have broken in Spotify or sonos backend for certain accounts. 

[Vichnou]

Exactly same issue and only for my account. My wife and kids are working fine. Logout and login with their account on same device (iPhone) works fine. But very bad situation with my account. Please fix this issue. Thx, Regis 

[evilofme]

Having the same issue.. super annoying. I definitely do not want to make a full factory reset!

Reddit:
https://www.reddit.com/r/sonos/comments/1hcljr6/i_can_no_longer_connect_to_sonos_from_spotify/

[forrest603]

I am experiencing inconsistency with streaming from Spotify to Sonos.   This doesn't matter if playing from Spotify app or the Sonos controller (via the API).  The music still start playing, then go quiet.  The modal indicates it's still streaming.  Sometimes the music will come back briefly on a few speakers.   This does NOT happen if I choose playback to my Macbook (Macbook Pro M4).

This has been going on for a little while and I cannot identify any central cause.   I am leaning more toward Sonos, because they have a penchant for messing things up -- however, if anyone else here is experiencing this, please post here.  Thank you!

[hadsnz]

Same issue here - Did all the standard troubleshooting.

- Rebooted my network

- Created new Wifi SSID to rule out wifi

- Checked for updates on all the apps, also removed and reinstalled Spotify and Sonos Apps
Other devices can use Spotify Connect on my network/system. My phone no, my laptop no, my ipad no. My mothers iphone worked fine (running the same ios, hardware and Spotify version as i do). The issue feels like it may be related to my Spotify account and some way it’s communicating with Sonos.

[davadk]

Plan

Premium Family - I am the plan owner

Country

Denmark

Device

Multiple devices - current iOS and current iPadOS - but also Mac-version.

Attempting to connect to multiple Sonos devices (Beam and Symfonisk)

Operating System

Latest versions of the above.

My Question or Issue

A few weeks ago Spotify Connect randomly stopped being able to connect to my home Sonos audio system.

(I can add that the problem is not establishing the Spotify services within Sonos - this works fine. I can play Spotify content within the Sonos app)

The issue is this:

I can see my Sonos speakers within the Spotify app "On this network". And when I select the speakers, the Spotify app says "Connecting..." as it always does. But it then fails to connect after a few seconds, unable to stream audio on my Sonos speakers.

Curiously, I noticed that if an audio stream already is running on my Sonos system from any other source (like an internet radio station stream) this stream will stop on the Sonos system whenever I am attempting to connect from the Spotify app. So apparently Spotify Connect and the Sonos system are indeed apparantly "communicating and negotiating" but the Spotify audio stream are unable to start nevertheless.

I called Sonos support and they diagnosed my system to some kind of status on my Spotify account - I can't remember the exact terms - but something like "Spotify is at the limit of connections for this account" or something like that.

Basically the Sonos supporter said it was usually a status for non-premium Spotify users. However, I do indeed have a premium Spotify account. Had it for countless years - and upgraded to Family plan several years ago.

Is there anything I can do at my end of things? Or is there something Spotify needs to do on my account?

--

I have followed all the guides here on the various threads: Cleared caches on all devices, reinstalled Spotify client on all of them. Re-connected Spotify service multiple times in Sonos. Logged out of all sessions, apps and devices on my Spotify account.

I've also worked thoroughly on the wifi-bandwidth. Setting Spotify to low quality streams and "Automatic". Also tried connecting on each individual Sonos speaker instead of connecting a speaker-group.

Also, I got Nokia wifi beacons placed optimally throughout my home and wifi coverage is "healthy" according to my Nokia diagnostics.

Yet still not able to connect from any of my devices.

[fregor]

I'd just like to inform you that my issue was solved by the Spotify technical escalation team. All my data from my"defective" account was transferred to a new account that I created for testing purposes. I also talked to 2nd line support at Sonos, who seemed to know about the problem.

[forrest603]

How can an "account" be defective?  It sounds more like they identified a bug in some migration they performed and it has impacted a few customers, but they won't know until it's reported.  Then, they copy your profile over and create a new one.

Did they happen to state any specific elements that were "defective"?   In this case, our accounts are a profile in a database that has our analytics, preferences and etc.  They may federate some of the data, I don't know -- but to say that the account is defective suggests they had some internal issues taking place.

In my case, the symptom manifests irregularly.  I have not been able to identify any root cause.

[norma44shah]

you might want to try re-adding the Spotify service to your Sonos system. Here’s how you can do it:

1. Open the Sonos app on your mobile device.

2. Go to Settings > Services & Voice.

3. Locate Spotify and tap Remove Account.

4. Re-add Spotify by going back to Settings > Services & Voice > Music & Content > Add a Service.

5. Select Spotify and follow the on-screen instructions to add it back.

[mros]

So, neither Spotify or Sonos have been able to resolve this despite countless interaction with them (phone, chat, mail) and asking me more or less the same stuff and do the same troubleshooting over and over again. The only solution presented so far was to migrate all of my data into a new account. To me that is not a solution, it is a workaround. 

So while waiting for yet another reply from the support I decided to go with the "reset everything"-option which user vao81 reported earlier in this thread. Now my Spotify Connect is working again, that did the trick. It is a bit tedious (depending on how many speakers you have) but it now works again. Everything has to be set up again in your Sonos system but it seems to be a solution. Unplug all speakers, check the app that there is no system on your network. Kill the app. Factory reset the first speaker. Start the app and choose to create a new system and add the speaker. I added Spotify, tested Spotify from Sonos, then tested to connect from the Spotify app and it worked first time. I then continued to factory reset and add the rest of the speakers

NOTE:  If you go this route you will loose Google Assistant from your speakers. I was unaware that Sonos "temporarily" has removed the possibility to add Google Assistant to new setups (old setups is still working). This is something that they seem to be a bit reluctant to tell you since the option is still available in the app, but fails when trying to add it. After wasting 30 mins on that part of the setup I searched and found posts on this on the Sonos forums