Music cuts on Echo

[krushnic]

Spoiler

I'm having the same exact problem that was addressed in this thread, and marked as solved. It was happening to me with my previous Echo and it made me think it was broken so I got a new one and it's still happening.

I'm copy and pasting from the original:

"When I play Spotify via my Amazon Echo, the music plays fine, but drops out for a moment every so often. Like it is losing connection for a second or skipping. This is a recent problem and only ever happens while playing via my Echo. I have five of them and it happens on any of them, so it is not specific to one device. Playing anything else on the Echo, like Amazon Music, plays perfectly. It's only Spotify, however if I play Spotify on my Mac, no skipping. It works fine, so it seems to be to do with the way Spotify and Echo are working together. "

It's the same for me. It plays, and suddenly cuts briefly, then continues again. Happens with playlists, radio mode, artists, album -- any. I don't have any connection issues as I use other devices connected to the same network with zero issues

I'm hoping for help here as I'm paying for a service that I can't fully use.

[Ivelina]

Hey there @krushnic,

Welcome to the Community! We'll investigate this together and it'd be very helpful if you could send us as many details as possible. 

Have you tried any troubleshooting steps so far and if so, what exactly? For example, is this happening only if you play Spotify directly from the Echo via voice commands or also when you start playback from another device and change to the Amazon speaker via Spotify Connect?

It's also worth checking for any new firmware updates for the speakers, as well as Spotify. 

Keep us posted 🙂

[ChrisR66]

I am having the same issue with a brand new Echo Show 5. Spotify from iPhone 13 Pro Max Wirth latest iOS and from MacBook Air M1.

[Susan_GP]

Hi @ChrisR66,

Thanks for your reply in this thread.

First up, send over the info requested by @Ivelina. This is so we can know if you already tried any steps and avoid repeating them. If you haven't tried anything, we recommend reinstalling the Spotify app. You can also try disconnecting the Spotify skill, and reconnecting it again from the Alexa app.

Lastly, send over your Alexa's firmware version and the Spotify version you are currently running.

We'll keep an eye out for your reply!

[krushnic]

Hello, sorry it took a while to answer. more info on this as it is still happening

• this has happened when playing Spotify from the Spotify app, Alexa app, and with voice command

• it does the music cuts randomly

• I usually play playlists, with random and recommendations mode on

• every now and then it'll completely stop playing music, and it shows as no music is playing on my Spotify app. but when I tell Alexa to play Spotify again (or use any of the above mentioned apps), it'll show in Spotify as music is playing, but no sound comes out. obviously volume is up. I'll tell Alexa to stop, to play, and same thing happens. This one I haven't found a fix to yet, only resetting Alexa seems to work

• this is my second Alexa device and I've had the same problem with both.

• firmware is up to date

• I have no connection issues with any of my other devices at home

• I can play with no issues Spotify on any of my iOS, Android, Windows devices

[Eni]

Hey @krushnic, 

Thanks for getting back to us. 

We understand that you don't have any connection issues with your other devices, but it'd be helpful if you could try using a different one with your Alexa to see if the issue persists. 

If so, would you mind asking a friend or a relative to log in to their account on your devices to see if they can replicate this issue?

We'll be on the lookout. 

[NemethGaborLaszlo]

Subject: Urgent: Unacceptable Spotify Performance on Amazon Echo Device

Dear Spotify Support Team,

I am writing to express my deep dissatisfaction with the ongoing issues I am experiencing while using Spotify on my Amazon Echo device. Despite having ensured that all software and firmware are up to date and confirming that my Wi-Fi connection is stable, the Spotify service remains frustratingly unusable.

As a paying subscriber to Spotify and the owner of an Amazon Echo device—both of which are marketed as being fully compatible—I find it unacceptable that I am unable to enjoy a seamless listening experience. The fact that Spotify actively promotes its compatibility with Amazon Echo devices makes this situation even more troubling.

This issue is not just an inconvenience; it undermines the value of both my Spotify subscription and my Amazon Echo device. I expect a premium service that works as advertised, and I am disappointed that this has not been my experience.

I urge you to address this issue immediately. I would appreciate a prompt resolution or at the very least, a clear explanation of the steps being taken to rectify this problem.

I look forward to your swift response and a resolution to this matter.

[Dessi]

Hi there @NemethGaborLaszlo,

Thanks for reaching out and welcome to the Spotify Community!

It'd be great if you can give @Eni's suggestions a try so that we can check what's causing this. If there isn't another WiFi available, you can try with a hotspot from a mobile device. Can you also check if you're connected to your router's 5 GHz channel in your network settings?

Another thing you can try is restarting your Echo device - unplug it, wait 30 seconds, and plug it back in. If that doesn't do the trick, you can reset the device to its default settings, as that fixes most issues. You can find the steps here according to your Echo device's version.

Let us know how it goes.

[NemethGaborLaszlo]

Hi Dessi!

Thank you for your previous suggestions. Unfortunately, I’ve already attempted those solutions multiple times, but the issue persists. I’m eager to find a resolution to this frustrating problem.

When I ask Alexa to play Spotify, she responds with, “Sure, here is Spotify on the Lounge Group,” but then nothing happens. When I inquire about the internet connection, she confirms that she is connected. All other Wi-Fi-based functions work correctly, so it’s particularly frustrating that this specific function does not.

I would greatly appreciate any further assistance you can provide in resolving this matter.

[Dessi]

Hey @NemethGaborLaszlo,

Thanks for the cooperation!

Can you try rebooting your network hardware (modem/router)? Have you tried connecting Alexa to a network created with your phone's mobile data, such as a hotspot? If not, give it a try and let us know if that changes anything.

A video of what happens when you ask Alexa to play something on Spotify and the app's performance afterwards would be very much appreciated, so that we can have a closer look. If the file is too large to attach, you can upload it to Google Drive (make sure to allow general access to the file) or as an unlisted YouTube video.

Keep us posted.

[Symb]

Hi there, had the same issue!  For some reason Xbox app was interfering with my Spotify audio channels..So go to your Xbox app and try to find Audio settings where you change the output to something else but your default audio. or try to unistall xbox app. 

[jv27]

Spotify will play for a few songs on my Echo, then goes silent. On my device (iPhone 13) I can see that it is playing the first few seconds of each song, then skipping onto the next, but remains silent on the Echo. 

No problem with my Echo Dot in another room. 

I have tried uninstalling and reinstalling Spotify and Alexa apps. 

Usually unplugging the Echo and re plugging it fixes it, but I don’t want to have to do that every time I want to listen. 

Internet connection is fine - fibre and fast.