Last Weekend’s Spotify Outage: A Message from Quality

Posted on July 9th, 2014 by Sonos Staff in News

By Andrew Schulert, VP, Quality 

Over this past weekend, our European customers experienced an extended interruption in playing back Spotify over Sonos, which lasted approximately six hours.

The outage was caused by a failure in servers that Sonos manages and maintains, and was not caused by any failure with Spotify’s service. During this outage, Spotify on Sonos was unresponsive and customers trying to use it received an error message. While we have built-in redundancy that should allow users to continue streaming music, even when failures happen, last weekend’s outage fell well below our own expectations.

An outage of any kind is unacceptable and we sincerely apologize for the inconvenience this has caused Sonos and Spotify customers. We understand you depend on Sonos working properly to enjoy music at home.

We have identified and fixed the problem, which came down to a server being inadvertently misconfigured and was followed by not having the appropriate backup staff in place over the US holiday weekend. Now that Spotify service on Sonos has been fully restored, we are digging deeper into the misconfiguration that originally caused the outage. We are also improving our internal escalation process to respond earlier, and to communicate more clearly and promptly with our customers.

We accept full responsibility and will do everything we can to ensure an outage such as this doesn’t happen again.

Posted on July 9th, 2014 by Sonos Staff in News

  • RJ

    We appreciate the comment.
    But we have been very disappointed with Sonos lack of customer support and care several times now with not supporting the Spotify service correctly and definitely not prioritising client’s having good service.
    Is this not the same excuse as last time ?

    • http://www.sonos.com/support Sonos Support Team

      Hi RJ,

      We understand the frustration. Excellent service is absolutely a top priority of ours and we’re doing everything we can to make sure this sort of problem doesn’t occur in the future. We understand that this is a big letdown and we’re taking measures to ensure that it does not happen again.

  • lad2969

    Andrew thank you for the statement. As you allude to you have a lot of ground to make up with customers like myself who love the product and feel badly let down by what have been recurring issues. Good luck with your continuing investigations and improvements. If you can keep the service stable I for one will reconsider my decision not to add more components in my home, and return to being a sonos evangelist!

  • Andreas Brantholm

    If you glance from some of the older posts about outages with the connection Sonos – Spotify there are also mentioned/explained as missconfigurations with the Sonos -> Spotify server. And that they have changed it and taken steps.

    The first tweet from Sonos support about the outage was around 10 am GTM. (keeping in mind that outage post said it started around 8am)
    The tweet from the Sonos support team about the issue being resolved landed at 7:05pm GTM. Unless my math is really bad that’s not 6 hours.

    Not to sound picky but the result speak for them self.
    With a service that ppl around the globe uses, I feel that a standard DR test/process should be in place (Disaster recovery).

    “While we have built-in redundancy that should allow users to continue streaming music, even when failures happen”

    Okay, so why didn’t the “backup” server work? and if the only the EU market was affected what difference the configurations for the regions? This post is in at least from my point of view basically just saying: “Something went wrong, we are sorry, (hopefully) it wont happen again.”

    Shape up! I’ve already moved from Sonos to Squeezebox and airplay, cancled the Sonos Sub and 2xPlay 5 orders until you guys sort this mess up and provide some proper feedback.

    • http://www.sonos.com/support Sonos Support Team

      Hi Andreas, sorry for the delay in response. With outages, we want to make absolutely sure that the service is back up and running before sending an all-clear, which is why there was a delay in the tweet going out. By that time, the service had been up and running, but it was important to make sure it was stable. That being said, we are improving our escalation process to provide more prompt communication for you.

  • Trevor Seaton

    Ok it’s inconvenient & frustrating when Spotify feed drops out & hopefully steps will be taken to ensure these issues are minimised but I have such a large catalogue of music on my Laptop that the sounds just keep coming. One option is to use the Spotify Offline mode which downloads tracks to your device for 30days. So if you have a party or evening of music planned consider this option.
    I love my Sonos :)

  • Irma Hartman

    I have a 5.1 sonos home theater set at home. Best sound I’ve
    ever had at home. Just wondered whether we pay just as much in the Netherlands as
    other countries. I bought the set here: http://hificorner.nl/streaming/sonos

  • Rob

    This is happening for me now. Bought a 10 speaker Sonos setup and can’t play my Spotify premium through it! Please resolve asap!