Spotify Connect not working with Sonos

[rohandasika]

My Question or Issue

Spotify Connect does not recognize Sonos devices. I am able to play Spotify from within the Sonos app, but not from Spotify. I can use Pandora and Audible from within their apps onto my Sonos.

Talked with both Spotify and Sonos customer service, as expected got bounced back and forth. Sonos customer service mentioned that even though Spotify was registered within the Sonos app, from the diagnostic report, it shows that Spotify is not registered. Is there some issue from Spotify here where the registration is incorrect?

When I restart the Sonos speakers (or reset my Wifi)  the speakers show up briefly and then within the hour, are unavailable in Spotify Connect. On the flip side, I am continually able to see my Google Home and Chromecast devices on Spotify Connect.

To provide details on my wireless setup, both the 2.4 and 5GHz bands are on the same SSID, all devices connected as expected on non-overlapping channels - from my router information.

I've tried all the advice listed on this (and Sonos) forum, but unsure where to go from here - any help/advice would be appreciated!

Plan

Premium

Country

USA

Devices

iPhone 11 (iOS 13 and 14)

OnePlus 6 (Android 8 & 9)

Macbook (Catalina 10.15.6)

Lenovo Thinkpad (Windows 10)

iPad Air (iOS 12)

[Ver]

Hey there @rohandasika,

Thanks for getting in touch with us 🙂

Can you restart the devices and then log out and log back in to your account? It's also important that the app and the devices are up-to-date.

If the issue persists, you can give it a go and try re-linking your account in Sonos. If that doesn't help, you can try with another network. 

If you've already tried these steps, let us know. You can also share with us if you've tried some additional troubleshooting steps. That way we'll able to avoid any repeating steps.

Keep us in the loop. If you have questions, you know where to find us.

[rohandasika]

Hi Ver,

I've tried all those debug steps, including...

1. Logging out and in
2. Updating Spotify and Sonos to the latest versions
3. Re-linking in Sonos
4. Change Wifi SSID name
5. Restart Sonos speakers repeatedly

I spoke with a Sonos representative who was able to collect system logs from my speakers and he noted that Sonos is registering as expected. And I'm able to connect and use Spotify through the Sonos app.

My Android device works once in a while and my iPod touch running a much older version of Spotify has no issues. It's just the later versions of the app where this functionality is broken. So I really think that this is a bug introduced in the recent versions of Spotify updates, I've had these speakers for ~4 years now and have not had a problem using Spotify with Sonos until this year. And searching around the forums, this seems to be a pretty prevalent issue.

When speaking with a Spotify customer agent, I was told that this issue would be taken to the tech team and they would reach out, but that has not happened either.

Please treat this with the highest priority, it seems that all that's provided as of now is workarounds that seem to work for some people. 

[Jeremy]

Hey there @rohandasika,

Thank you for your reply and confirmation. We're really sorry to hear that this happen. We're happy to help you.

Can you double check that you have enabled ‘Control Sonos from Spotify’ in the Sonos app under settings this is part of the “Control Sonos from Spotify” in the Sonos app (only shows up if it is not yet enabled)?

We'll keep an eye out for your reply.

Take care!

[rohandasika]

Hi Jeremy,

Looks like the setting is not available, so it must be set.

I tried a couple things yesterday, but with no results...

First, tried resetting the router again, and the speakers began showing up on Spotify. But a couple hours later, they all disappeared again.

Second, I tried wiring one Sonos speaker to the router and force all other Sonos speakers to use SonosNet instead of the Wifi, but again, still unable to see the speakers in Spotify.

As of now, these are the devices that don't work (and that used to work)...

• iPhone XR/11 (iOS 14) --> Spotify version 8.5.86.739
• MacBook Pro (Big Sur) --> Spotify version 1.1.48.625

These are the devices that work without issue...

• iPod (iOS 9) --> Spotify version 8.4.26.793
• iPad Air (iOS 12) --> Spotify version 8.5.78.928
• Lenovo Thinkpad (Windows 10) --> Spotify version 1.1.48.625

Because there are devices that work and don't work on the same network, I'm led to believe that this is an issue with Spotify updates on Apple platforms. Even more so, since Spotify does not support iOS 9 any longer, but that device has been working flawlessly on a daily basis.

Thanks!

[Jeremy]

Hey again @rohandasika,

Thank you for your reply and the information you provided.

We've chased this up with our Support team and we've received information that an email has been sent to you on the 1st of October, but they haven't received a reply to it.

It's best that the support team takes a closer look at this, so we suggest that you reply to the email. Make sure to check your spam folder, but if you don't see it, you can create a new support case and reference your old one in the message so the team can quickly pick up where they left.

If you have any questions we're always one reply away.

Take care 🙂

[rohandasika]

Hi Jeremy,

I messaged you privately as well, but I actually never saw the email from the support team, it might've gone to spam (and spam is automatically deleted in 30 days).

Could you help me with creating a new support ticket and finding out what the old ticket number was?

I also don't know how to get in touch with the support team, could you please ask them to email me again?

Seems that the support team is aware of this issue, so thank you for following up with them!

[CarlosE]

Hey again @rohandasika,

Thanks for keeping us in the loop.

Even though we don't have that info here, you can get in touch with our Support team through any of the channels you'll find here. They'll be able to see what your last conversation with them was so you don't need to go through it all over again.

However, we do recommend providing them all the info you've shared with us so far, as well as the speakers' model and firmware version.

We'll be here in case you have any questions.

Cheers!

[rohandasika]

Hi @CarlosE,

I reached out to Spotify support again, as you suggested, and they were able to locate my case and said that the Spotify support team would email me once more in 24 hrs. it's been close to 3 days and I have not yet heard from them. I made sure to confirm my email several times to ensure that they are indeed sending it to the right place. 

At this point, I'm at a loss as to what to do - It seems that the moderators (@Jeremy) here are able to get in touch with the support. Would you guys be able to help get in touch with them? Having to explain this issue every single time (now my 4th time) to a new support agent can get very tiring and it seems that the Support team is who we need here.

Thank you.

[Ver]

Hey @rohandasika,

Thanks for keeping us posted 🙂

Thanks for the information. We'll investigate this further.

In the meantime, in case you want to contact our support team you can head here. If  a chat pops up and you want to reach out to the folks per email, you can always close the chat. 

If you have questions, you know where to find us.

[rohandasika]

Hi @ver,

Please continue to look into this with priority.

I don't think my point is getting across and we continue to talk in circles. So let me describe this again.

I've spoken with the support team over chat several times.

They have referred me to a different support team which is supposed to contact me by email.

@Jeremy was able to get in contact with that team.

I'm still waiting for an email from them.

Talking to the chat team, will once again refer me to that second support team.

Until that support team reaches out to me, those facing this problem will have no solution.

Thank you.

[Ver]

Hey @rohandasika,

Thanks for getting back to us 🙂

Thank you for sharing this information with us. We'll be looking into what has happened with your case with our contacts in the support teams. This might take a while though. That's why we also suggest that you start a new case right away here, so you don't have to wait on our investigation.

We'll be right here if you have any questions.

[Mihail]

Hey @rohandasika,

Thanks for your patience regarding the matter. We appreciate the time you took to report this behavior to us and we'll do our best to help out.

We've contacted the supervisors of the team you were in contact with and they've launched an internal investigation to find out what happened. The faults in communication were in no way intentional and we apologize for any inconvenience this might have caused. Rest assured that the matter will be looked into at our end.

We've managed to arrange that the last email that was sent from us be forwarded to you again. Please check if the message hasn't accidentally ended up in your Spam folder and reply to it so the team can take an in-depth look at your issue.

Keep us posted and do let us know if there's anything else we can help out with.

[rohandasika]

Hi Mihail,

Thank you very much for the help! I've received the email from the Customer Support team and am currently following up with them.

Once they're able to provide a solution, I'll update here as well so that any one else who chances up on this thread will be aware too.

[dannyboy2244]

I just started experiencing this exact same problem. Spotify connect will not connect to Sonos. I can play Spotify within the Sonos app but the Spotify app does not recognize that it’s playing. I can connect to the speakers using the airplay connect through the app, but not the direct Spotify connect.

[Novy]

Hey @dannyboy2244, 

Thanks for reaching out about this. 

Would you mind letting us know which troubleshooting steps you've already tried? This will help us give you better suggestions. 

We'll keep an eye out for your reply. 

[KentuckyMC]

Hey all, 

Just want to get involved in this topic as well. I'm facing exactly the same problem with my Sonos setup. I can't see them initial when I go to Spotify Connect. When I launch my Mobile App, start the song there on my Sonos speaker, it'll show up inside Spotify Connect as well. Seems like something is wrong with the initial process of finding Sonos speakers. 

After I put the Sonos speaker "manually" in the Spotify Connect, I can change between Desktop / Sonos just fine. But very weird that the initial process isn't working. And the question is now, how long will those Sonos speakers stay inside Spotify Connect before they're gone again. When I refresh they're still there (maybe cache). 

I've tried everything what the TS did as well, and came to this workaround. I've talked to the Sonos customer service, and they pointed out that I've to be on the Spotify side to get this issue fixed. 

The big issue I have here, is that I'm using Home Assistant (Home automation). They've a Spotify plugin that's awesome, but that one relies on the Spotify Connect integration, so I can't use it now cause my Sonos speakers aren't shown by default. 

https://www.home-assistant.io/integrations/spotify/#unsupported-devices

Thanks a lot.

[henk301262]

Same problem here. Unable to directly connect to Sonos from the Spotify app using airplay.

Tried all suggestions here and still doesn't work.

Hope you have found a solution in the mean time. Please let me know.

Regards,

Henk

[chrimx]

same here. Airplay works but not Spotify Connect

[captainh2ok]

Dear support team,

same issues on my site. I have the problem but only with Spotify on IOS (since many months). My Sonos Speaker randomly show up in Spotify Connect. On my MacOS Spotify App, I have no issues with connecting to Sonos.

I have tried every workaround bespoken in the threads but hothing helped.