[Connect + Heos Denon/ Marantz amp] End of songs randomly getting cut off

[wsnydes]

It doesn't happen on every song and it's seemingly random. It happens on my Android mobile app. I happens on my laptop desktop app. My playback settings on the mobile app are greyed out and I can't change them but gapless playback, crossfade and automix are on. I have turned off all three on the desktop app. I have tried turning crossfade to 0 seconds. The issue still occurs. It started a few weeks ago all of a sudden.

[Maria]

Hey @wsnydes,

Thanks for posting on the Community!

It sounds like you might checking your settings on mobile while you are streaming music with Connect on different device (perhaps on the desktop app).

Keep in mind that some settings are unavailable when you're not from the mobile device directly. You should be able to access them if you change the playback device to your phone through the device picker.

Should the settings still not appear, it's also worth checking your phone's battery settings and make sure that Spotify is set as an exception if you're using the battery optimization option.

An another note, when the songs get cut off - does playback stop completely when this happens, or are songs just ending early? Also, have you noticed if you experience the same thing using another internet connection?

Let us know how you get on!

[wsnydes]

I do have two Heos capable receivers that I use often.  And I do use each device often, but not typically at the same time.  But the issue is present whether I'm using them or not.  I have two laptops plus a phone that have Spotify installed, so it's possible that I have the desktop app running on one of the laptops while it's asleep.  I'll pay attention to that to see if that is the culprit.

When the song cuts off, it just starts right into the next song.  Playback continues with some songs being cut short and others not.  It seems pretty random.

[wsnydes]

Update:  I turned my laptops off and was able to turn off the playback settings on my phone.  I started playing through one of my Heos receivers.  I then started up a laptop.  I did not start up Spotify on my laptop, but the next song cut the end of the song off.  The next song did as well.  I checked my mobile playback settings and they were greyed out again.  Doubled checked that Spotify was not running on the laptop, not even in the background.  The settings appear to be available when I'm not playing through the receiver.

[Vasil]

Hey @wsnydes,

Thanks for the additional info!

Does this happen with Crossfade being set to 0 on the mobile device?

If not - try setting it to 0 on mobile and then connect to one of your Heos receivers.

My theory is that Crossfade still tries to work but it's incompatible with Connect, so what you get is a cut-off instead of the smooth transition.

Hope this helps! Keep us posted 🙂

[wsnydes]

Update 2: songs still cut off if I set the crossfaded to 0 before connecting to a receiver.  First song played cut off.  I should also mention that this occurs even when I'm listening to my laptop speakers and not connected to a receiver, so I'm not sure it's related to the receivers or Heos. 

[Yordan]

Thanks for the info @wsnydes!

Does this occur with a specific playlists or with all content in general? If it's with specific Spotify playlists, I'd recommend making sure Automix is toggled off in the app's settings.

In any case, a short screen recording (with audio) which captures the descried behavior in action would be greatly appreciated. If you're unable to attach it here in your reply, you can instead upload it to YouTube as an unlisted video, or to Google Drive - just make sure the file is accessible by anyone with the link.

Cheers 🤘

[LisaCD]

Plan

Premium

Country

NZ

Device

Various

Operating System

Windows, Android

My Question or Issue

Songs on my playlists randomly do not finish. They cut out part way through the song and jump to the next in the queue. I have performed clean reinstall on all devices, cleared cache and downloads and switched off crossfade and automix and disabled hardware acceleration. None of these things has worked.

[LisaCD]

I have the same thing happening to content in general. I have tried numerous playlists and the cut out keeps happening.  My automix is off. Not sure a video will help - the songs just randomly stop part way through and the next song starts. This does not happen with every song and there is no timing correlation in regard to when it happens.

[Yordan]

Thanks for the reply @LisaCD.

Folks, could you try using a different network? If you haven't already, check if the issue occurs on your phone when using mobile data. You can also create a mobile hotspot and connect your laptop to it to see if the behavior would still occur.

Let us know how it goes 👍

[LisaCD]

Thanks Yordan I tried using mobile data and problem still exists.

[Yordan]

Hi there @LisaCD,

Thanks for trying! The sporadic nature of this issue makes it kind of difficult to troubleshoot, so kudos for your continued assistance 💚

Just to confirm, when using your PC/phone, are you listening locally on the device itself or an external speaker/receiver via Spotify Connect? Could you test using the Web Player to see if the issue occurs there as well?

If possible, try observing if the song's duration is being rounded down to the nearest 10 seconds. For example, if the song has a duration of 3:36, does it cut off at approximately 3:30? Or do songs occasionally cut off around the middle too?

We'll be on the lookout for your reply.

[wsnydes]

For me, I don't believe I've had the issue lately listening on the device, only when using an external receiver through Heos/Connect.

I haven't seen any songs duration being rounded down.  I've actually wondered that myself, so I have been looking for that and have not seen it.

[LisaCD]

Hi Yordan

It happens for me on both Web player and when I am using Connect to my HEOS/Marantz system.  I have deleted and reinstalled both HEOS and Marantz apps.  I have tried to pinpoint when the cut out occurs but there doesn't seem to be anything obvious.  I'd say generally around 75-80% of the way through the track.  My issues started 6 days ago and I have to say that since then it is not happening as often as it was but it is still happening.

[LisaCD]

I spoke too soon with my response 9 hours ago. It has been worse today than ever. It is unusual to get a full song now.

[aecid]

I wonder if this is related to this, which is still not resolved....

https://community.spotify.com/t5/Other-Podcasts-Partners-etc/Songs-stuttering-at-the-end-On-Android-...

[Eni]

Hey folks, 

Thanks for getting back to us. 

Would you mind checking if the same happens if you use a different device with Connect (like another receiver/speaker)? 

We'd also like you to double-check if the firmware of your receivers has any pending update? Also, could you let us know if this issue started happening after a specific event such a an update? 

We'll be on the lookout.

[LisaCD]

I don't have another connection option but can confirm that firmware on my receiver is up to date. 

[wsnydes]

I was having the issue with two different Denon receivers.  Both have their firmware up to date.  I haven't noticed the problem in a few days.  I've been using both of my laptops and a phone through the receivers.  It's not uncommon for me to be controlling Spotify through both a a laptop and my phone interchangeably while listening and walking around the house.  I'd be going through one or both of the receivers with Heos when I do that.

[Yordan]

Thank you for the replies folks! Glad to hear things are running smoothly now @wsnydes.

If the issue comes back, you can try switching the network frequency to 2.4 GHz / 5 GHz. Something else that comes to mind is using a different DNS by following the steps here.

Cheers 🤘