Spotify loses connection to HEOS systems (Denon, Marantz, HEOS speakers..)

[Jordiqbcn]

Plan: Premium

Country: Spain

Device: (any)

Operating System: Android 13&14

Whenever I connect music to my Heos streaming system (a Denon Home 250) from the Spotify app, the music starts playing fine until, randomly, after minutes (sometimes minutes, sometimes hours) it stops playing and I can't do anything else than force the app to play on my phone and drift back to Heos immediately afterwards. And so, we begin again.

I've checked through forums on the internet and it seems to be a common problem with all Heos devices (Denon, Marantz...).

Can anyone tell me why and if it can be fixed?

[Ivelina]

Hey @Jordiqbcn,

Welcome to the Community!

In order to get a better understanding of the situation, we'll need to gather some more details. Did you notice when this started happening? Does the issue persist when connecting to other devices as well and are you using Bluetooth?

As far as we understand, the issue stops if you're playing directly from your phone, but could you confirm if that's the case? It'd be great if you could even send us all the troubleshooting steps you've tried so far so we can avoid repeating any. 

What would also be helpful is to test via a different mobile phone if that's possible and even on the current phone by logging into a relative's or a friend's account. 

Thanks and we'll be on the lookout 🙂

[Jordiqbcn]

Hi Ivelina, thks for your quick reply.

this issue happens always I'm connected through wifi network, not BT. I already checked with two different smartphones (Xiaomi and Nothing phone) and a Lenovo table as well. Wifi streaming works properly when I'm doing to my Libratone Zipp speaker, so as far I understands there's a bug when spotify connects to a Heos system. 

I forgot to say that volume playing level is also suddenly decreasing, even if I didn't touch anything on the spotify interface or Denon Home speaker volume controllers.

I hope you could put some light on that issue.

Thanks once more!

[MartinT]

Hey @Jordiqbcn, 

Thanks for the info provided! Let's look into this further. 

From what we gathered, you're experiencing an issue in connectivity via the Connect feature. To make sure that your tech is compatible with the feature please visit the Connect website where you can check if its a part of the supported library. 

Another possible solution would be that your router may support 2 different channels for the same network (2.4 Ghz or 5.0 Ghz), could you check if both devices are connected to the same exact channel? 

Hope these steps help out.

[Jordiqbcn]

sorry for my late reply, mad week there!

I've already check it and my speaker is a Denon HEOS speaker certified and, indeed, both devices are working under same 5Ghz wifi channel.

Any other idea?

Thanks in advance!

[MartinT]

Hey @Jordiqbcn, 

Thank you for getting back to us. 

We've had reports in the past with inconsistent behavior of the HEOS speakers, which would get fixed from their end, so it's worth checking with them for further help on the matter. 

Cheers.

[Carnologe]

Plan

Premium

Country

Germany

Device

(iPhone 15 Pro, iPad Pro 11", Windows Desktop, Denon AVR-X2800H)

Operating System

(iOS 17.4.1, Windows 10)

Spotify Version

8.9.38.455 iOS

1.2.37.701.ge66eb7bc

My Question or Issue

When i start streaming Spotify via Spotify Connect to my Denon AVR-X2800H it starts playing normaly for like 30-60 seconds then it stops and skips to the next song. I have been in touch with Denon for months now, discussing my log-files but on their side everything looks just fine. My network-connection is very stable and reliable but i even changed my router just to cross-check the problem. It doesn't matter if i start streaming via my iPhone, Windows Desktop or my iPad. The error occurs with every device. I listen 100% on shuffle mode maybe that helps to circle this issue. Please get into this problem and fix it.

[Bp008]

I have the exact same issue. Any updates on this issue? 

[Gj7300]

Did someone ask Denon already? Can’t find much so will mail them myself also.

[Carnologe]

Hi there, what solved it for me: I have a Google Chromecast 1st Gen. and once it has access to my Wifi it does not only interrupt my Wifi Connection it also caused problems while listening to music via spotify connect over my Denon AVR.

[Bp008]

@Carnologe,

So taking the Chromecast off your network fixed the issue? 

[Carnologe]

Correct. Once in a while i reconnect it to watch  F1 TV with it. Sometimes i forget to unplug it again afterwards and the issue with my network/denon starts again.

[Bp008]

That's interesting. I have an Alexa device on my network  which also uses Spotify Connect. I wonder if that has anything to do with the issue. I'll try that, thanks for sharing. 

[Carnologe]

Just to get things clear: My chromecast is not connected to spotify since the chromecast 1st gen. does not allow to install apps. The chromecast was just hanging around in my network causing lots of trouble. I believe it crashes the IP/DHCP table of my router once it is turned on.

[WASP-21b]

Hello I recently bought Denon abc s670h, I'm glad that Spotify is integrated there but only the issue is that once I start play music and change device to Denon few times during first few minutes (more or less once per minute for a 3 mins) sound interrupts for one sec, but music still "play". This is really annoying as no one is expecting that issue when buy such tech...

It was tested with OnePlus 8t and iphone 15... is the same even iphone's airplay is not helping. Any another audio steaming as yt music works fine. The reason why I reaching out to you that any another audio streaming works fine. Please ask me any questions what might be helpful to investigate the root cause of that annoying issue