Spotify on Sonos - Selecting songs does nothing

Got a Play 1, and I have my spotify account all linked up.  I can drill down through my Spotify playlists all the way to the song, but when I select the song it does nothing; sometimes it just activates the play button instead on the song that's already queued up on the Sonos.

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  • I ungrouped my two sonos units and was able to located my Play 1. 

    Seems strange that NEEO should not support using Sonos grouping. I have my speakers grouped to play in all rooms. 

    After ungrouping i still had no success starting songs. Same error occours. 

  • I too have this issue having just set up my Sonos on my Neeo. can make the Play 1 switch on but when selecting a song  - nothing

     

    I am UK based, family premium subs, no bridge and 1 x play 1 speaker

  • As far as I remember, the issue with not being able to find all Sonos devices when they are grouped is a limit of the Sonos API which we can not work around.

    Chris B James Soda Anders Ulfheden Guy Curlewis I assume you all tried removing the Sonos device and just re-adding it to NEEO again? You are all using Spotify as a source, right? Could you provide me your NEEO-Host (in the NEEO App, got to Settings and then you can find that in the About section), this way our developers could check your logs.

      • Chris B
      • Chris_B
      • 3 yrs ago
      • Reported - view

      Patrick 

      Sorry for the delay. 

      To answer your questions:

      1.) Yes I did try removing the device and re-adding it to NEEO again. 

      2.) I am using Spotify as a source. 

      3.) NEEO-Host NEEO-119a349c

      Hope this helps -- better late than never

  • Hi Patrick

     

    I have deleted and re-added the single Play 1 speaker. Again I can see Sonos and it if start it from the remote or app it starts Sonos playing the last song playing in Spotify and it allows you to forward to next track in album / playlist.

    But what you can't do is select another song from Spotify and play it  - it just resets to the beginning of the song currently playing.

    Spotify is the source

     

    my Neeo-Host is NEEO-e6cf2bd0

     

    Let me know if you require me to run any further tests

  • Patrick please see above

  • Hi Patrick I have the same issue as Guy. I received my Neeo last week and set it up. I can control my Sonos with the sonos app and it works fine. Sonos is setuop in Neeo and the spotify account is linked. 

    You can browers the spotify but can select any song. It will play the last song you played on your sonos it will restart everytime. 

    Now I am at a point I can't go back anymore to the main menu. If I click the back button the Sonos interface stops and I endup in the home screen.

    Looking at this threat it looks that this has been an issue for some months now. Could you let us know when you expect this issue to be tackled.

    Kind regards,

    Raymond

    • Raymond de Vries Patrick I also have the exact same issue. EU Spotify Premium account, using a Playbar. Latest firmwares. 

  • We are still trying to get this reproduced, I will check with our test engineers again on the progress.

    Guy Curlewis & Raymond de Vries Did you try the re-authentication I described further above ? Are you both running the last firmware from last Friday?

    This really does seem to be a new issue, not the same as the one that was initially described where wrong links where being added.

    • Patrick & Raymond de Vries  Yes I completed the re-authentication and am running the latest firmware.

      Let me know if you need any more info

    • Patrick I'm working at the moment but when free I will try again

      • Patrick
      • Community Manager
      • Patrick
      • 3 yrs ago
      • 2
      • Reported - view

      I have just talked to our test engineers. Sounds like this has been partially reproduced. This is now assigned to our developer team and we will let you know as soon as we have a fixe ready, should be within one of the very next releases.

      Thanks a bunch for all the information, that helped a lot.

  • Patrick any news on a fix?

  • @@Patrick any  news on a fix?

  • @Patrick any news?

  • Got the same issue here, it adds the song or list of songs to the Sonos Queue and restarts the playlist, but in the Sonos App they are greyed out and on the computer it says "Unable to play XXXXX - access is denied."

  • Patrick  Ralph Pascal  update anyone? update anyone? Happy Xmas by the way.

  • Patrick Raphael Pascal Emily

    gettng slightly irritated by your lack of communication on this. Please have the courtesy to update us on this

    • Guy Curlewis Hello, sorry for our late reply on our side!

      We take your request very seriously. I will investigate what happened with your request and we will come back to you very shortly.

      Wishing you a lovely day.

      With all my very best regards,

    • Emily thank you for taking the time to reply - it really goes a long way to make us customers feel valued even if there is no progress on the actual issue. Sadly I currently don't use my NEEO remote and brain as it's just too complicated to set up and doesn't do what originally promised in the Kickstarter campaign. The dock is useful as a door stop but given HUE control is limited to dimming only and that Spotify doesn't work and it keep losing the ability to control my Virgin V6 box here in the UK, I feel I might have been better able to purchase a better value door stop from Amazon. 

      Looking forward to the much lauded Firmware update - shan't hold my breath....

      Apologies for the somewhat snarky reply - but hey I have tried the polite and considered route for 2 years now and it's got me nowhere. 

      • James Long
      • James_Long
      • 3 yrs ago
      • 1
      • Reported - view

      Guy Curlewis Hey Guy Dave H posted a helpful point on another thread that mentions that a lot of the limitations on Sonos seemed to be down to the limitations Sonos put on use of their API. I did not know this beforehand and I think it's helpful to point out. To be fair Emily should have been aware of this, if indeed this is the reason for the issue you are are experiencing. This was a much touted feature of NEEO during the campaign and as such I think it would be helpful if the team at NEEO could comment on how much control users can expect to have over the Sonos equipment. Incidentally I am a Sonos user but I simply haven't even tried to control it with NEEO as I am so used to the iPhone app. I will give it a go after the next update comes out and when I can hopefully start to use NEEO.

      • James Long
      • James_Long
      • 3 yrs ago
      • 1
      • Reported - view

      Guy Curlewis For what it's worth, I can confirm that I cannot play any songs in a Spotify Playlist via my Sonos remote. I have a Premium account on Spotify and Play 1 speakers that are not linked. I can access all the playlists but when I tap on a song to play it, nothing happens. No error or music plays. 

      • Patrick
      • Community Manager
      • Patrick
      • 3 yrs ago
      • 3
      • Reported - view

      James Long & Guy Curlewis

      This one is not related to the actual Sonos API or any changes on their side. Yes, the Sonos API does have its limitations, the Sonos Team is amazing and we have good conversations with the guys. We are also aware of all the rumors about API changes on the Sonos side, this will not be a surprise for us.

      We have tested this today in our environment and this is working. I am not saying you are doing something wrong, I am just saying this should technically be working. We now need to find the difference. As this requires receiving some private data from you, I am getting in touch with you by PM.

  • James Long  Thanks James! appreciate the update. My main issue here is I don't have the time to trawl Planet Neeo looking for answers to basic issues. Neeo are poor communicators plain and simple. If I didn't love the whole Kickstarter idea and concept for this project I would have given up a long time ago. They need to publish a plain and simple process for setting up and escalating queries with SLA for timescales.

    They promote themselves as the Rolls Royce of home automation. The hardware and quality lives up to expectation but the service leaves a lot to be desired. 

    I will persevere but mark it down as more of a long term project and in the mean time will order a Harmony Elite and hub

    I shall follow with interest

      • James Long
      • James_Long
      • 3 yrs ago
      • 1
      • Reported - view

      Guy Curlewis No worries! I hadn't really planned to control Sonos with NEEO anyway but I can at least test it to see if I have the same issues - and I do. I'm with you on the lack of communications too - it's a major fault with this company and always has been. I'm sorry to hear that you'll be another backer switching to Logitech. I would like to hear your comparison thoughts on it when you receive it and if you have some time to share. I think it would be really helpful to the team at NEEO (specifically Raphael) as they truly believe they beat Logitech in almost all areas already...

  • A little update on this one: We think we have found the cause, it seems related to multiple Spotify Accounts being registered on Sonos. We are now trying to find solutions so that this should no longer cause issues.

    A big thank you to everybody who was helping us to figure this one out.

      • Dillon Moulder
      • Product Owner
      • Dillon_Moulder
      • 3 yrs ago
      • Reported - view
      Patrick said:
      We think we have found the cause, it seems related to multiple Spotify Accounts being registered on Sonos.

      When you say this, are you referring to multiple instances of a single Spotify account or multiple unique Spotify accounts? I don't expect too many people have more than one unique Spotify account in a single household; perhaps with a Premium for Family plan, but otherwise no. Guy Curlewis seems to have a Premium for Family account, while James Long seems to have a single-user Premium account. Some clarification would be beneficial. Thanks in advance.

      • Patrick
      • Community Manager
      • Patrick
      • 3 yrs ago
      • 3
      • Reported - view

      Dillon Moulder Sure I can explain that a bit more in-depth: We have just figured this out and we are still testing more cases. Yes, normally you only have one single Spotify account in the Sonos App itself, but when you now stream music directly to a Sonos from the Spotify App itself, another account is saved on Sonos, apparently even if you use the same account. This account is not shown in the Sonos App itself and you have no option to remove this other than doing a factory reset on Sonos.

      So let's say a friend is coming over to your house, and the streams some music vom his phone with the Spotify App directly to Sonos, you will have more than one account registered and NEEO may stop working.

      So this is a use case and we need to handle this on our side, we would have to use the account which you have registered on NEEO itself then. We are working on solutions, I will keep you updated as soon as there is progress. This has pretty high priority.

      • James Long
      • James_Long
      • 3 yrs ago
      • 1
      • Reported - view

      Patrick thanks for that - unfortunately that doesn't explain the issue I have. I do not use the Spotify app (and never have) to stream to a Sonos speaker. I just have a single Spotify account linked to my Sonos system along with a Plex account linked to my Sonos. When I moved to Iceland I reset my Sonos system and just set it up with the bare minimums of these two things. I'm curious to know how you found out about this issue from the bug report you accessed considering I'm not someone who could have multiple accounts saved on my Sonos?! 

      • Patrick
      • Community Manager
      • Patrick
      • 3 yrs ago
      • Reported - view

      James Long You are running Sonos Release 8.3 on your Sonos already, right? Sorry for the questions, I did quickly search our private messages but I was not able to find that piece of information.

    • Patrick Yes that is correct

      • Patrick
      • Community Manager
      • Patrick
      • 3 yrs ago
      • Reported - view

      James Long OK, then this is the cause. We are working on a solution which will fix both, having multiple accounts set up on Sonos as well as handling the accounts correctly with Sonos Release 8.3 and following.

      Thanks a bunch for all the information, while analyzing the case with multiple accounts we also figured out that one with the latest Sonos update.

    • Patrick Just a quick addition - my wife updated to 8.3 today she said on her app! So I'm not sure we were running that one before today. As I mentioned we don't have multiple accounts set up in Sonos though - I will be happy to test your fix anyway once it's released.

      • Patrick
      • Community Manager
      • Patrick
      • 3 yrs ago
      • Reported - view

      James Long I think you already told me somewhere and I also had the feeling that you must have updated recently. Will check my emails/messages again. Thanks for the hint.

    • Patrick I think you are right - I think it is new version of the larger 8.3 version e.g. 8.3xxxx

      They have just released a further update right now as I checked the version number in case you're fixing an older version at the moment

      • Dillon Moulder
      • Product Owner
      • Dillon_Moulder
      • 3 yrs ago
      • Reported - view

      James Long Patrick Version 8.3.1 Build 40549250 is the latest after today’s Sonos Controller update. 

      • James Long
      • James_Long
      • 3 yrs ago
      • 1
      • Reported - view

      Dave H my speakers are not linked together as a pair. My Spotify is linked. How is your question providing support?

    • James Long Thanks for the clarification.  Originally it read to me as the Sotify account was not linked in one post, and linked in the other.

    • Patrick HI Patrick - any news?

    • Guy Curlewis As mentioned from NEEO in other Topics, a Spotify fix will be coming with one of the next software Updates.

    • Markus Mahr thanks  - I don't know why they don't reply in here - this is where I asked the question and have been communicating with them - I don't have time to read all the other posts. Weird way of communicating this company. Appreciate you taking the time to answer my question. Shame you don't represent them - you seem to understand the concept of communication pretty well. Emily  Patrick

    • Guy Curlewis I think the main reason is they lost the overview of the ask questions and where they were posted. Also an other reason is, that currently the team is attend to Integrated Systems Europe in Amsterdam and don't had time to reply yet. But i think a community is there to answere questions that somebody else know, this it at least what i do.😉

    • Markus Mahr 

      the forum approach is not working as a communication platform.

      being at ISE is not an excuse either. The world does not stop when there is a fair like CES or ISE. There are fairs every taking place around thr globe week.

      I will be going to Amsterdam and pass at their booth today.

    • Jochen Bonne the world will never stop, but the guy mentioned above is attending ise and for that reason he will not reply. That will happen often because neeo only has 50-80 people working for them and only 3-5 that are employed as forum workers.

      And a forum is not there to only get I answere from the manufacturer it is also there to help each other.

    • Markus Mahr I don't believe for a second they have anywhere near 50 employees.  Given the progress I'm thinking 5-10 tops.

    • Frederik Vancoillie You can search for @NEEO in the searchbar hear, it list all employees from NEEOs side. Yes, some of them never postet in hear, but they all have access to this platform. Also i know that they were searching more people to join the Team.

       

      Also for planet NEEO there are (minimum) three that are dedicated for this forum, to name then:

      Its Patrick, Jeff and Emily. Also a guy named Fäbu is sometimes ordered to help out here (mainly during the launch of the Product).

      Then you have at least one dedicated engineer / software developer for each function and one Head of SOftware overall. For IR-Related things the guy named Andy, for z-Wave i guess its Michael Vogt. Head of Software is Michael Kohler as far as i know.

      Also the Group what have started NEEO (build HArdware and everything) is written on each back of the NEEO Brain!

      If you count then you will come to the same amount of people!

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