Answered

Alexa not playing Apple music.

  • 16 November 2020
  • 5 replies
  • 4543 views
E

At the weekend, Sonos updated and since then Alexa has stopped playing Apple Music.

If you ask her to play something, she will state what you have asked for and then you wait for her to play it and nothing happens.  Alexa is performing all other tasks through the internet however she will not play Apple Music through Alexa - this is however working when you select it through the Sonos app just not voice controlled.

I have tried disabling the skill and re-enabling it and also unplugging the Sonos, signing out of everything and re-adding it - nothing is working.

Anyone else had this issue since the weekend and know how to fix it please as the whole reason I upgraded the Sonos was so we could use Alexa with it.

Many thanks

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Best answer by Paul A 16 November 2020, 16:03

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5 replies

Paul A
Userlevel 6
Badge +17

Hi @emhart2020.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand where you’re coming from especially if we have tried some possible tips and tricks but nothing helped. Let me help you out with that.

Allow me to recommend the following guides and please do follow accordingly.

  1. Log out of ALL Amazon-related apps which are and not limited to the following. (Amazon Prime, Amazon Shopping, Amazon Alexa, etc.) 
  2. Open the Amazon Alexa app and disable the Sonos Skill.
  3. De-register any Sonos product on the Alexa App.
  4. Open the Sonos App.
  5. Remove the Alexa Voice service.
  6. Force close Sonos app.
  7. Force close the Alexa App.
  8. Reopen the Sonos App. Add Alexa as a voice service.
  9. Open Alexa app Add Sonos as skill
  10. Register Sonos speaker
  11. Add music service.
  12. Test to check if it works.
  13. Submit a diagnostic to capture all information performed on the Sonos devices.

Please let me know how it goes. We are always here to help.

Thanks,

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E

Seems to have fixed it, thank you very much.  Unsure why it stopped working but all good now.

Paul A
Userlevel 6
Badge +17

Hi @emhart2020.

Thanks for the update and feedback.

I'm glad that we were able to address your issue. It could be due to multiple Amazon-related apps installed on your mobile device that creates a little glitch between Sonos And Amazon Alexa. I do hope you enjoy and love your Sonos. Congratulations.

If you still have any further questions or concerns, please do not hesitate to reach out or create a topic. We are always here to help.

Thanks,

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E

FYI - It happened again today.  I forgot to send a diagnostics over to Sonos so I have followed your instructions again and sent diagnostics over.  Hoping this should resolve it permanently as I don’t want to have to do this everyday.

 

Paul A
Userlevel 6
Badge +17

Hi @emhart2020.

Thanks for the update and immediate response. 

I do hope that this last attempt of following my recommended troubleshooting steps above would be the last. Just in case, I would consider submitting a diagnostic at around 3-5 minutes after the issue started to happen again and would recommend contacting our technical support team for more in-depth troubleshooting steps to check what is causing the issue and how to permanently put an end on this.

If you still have any further questions or concerns, please do not hesitate to reach out or create a topic. We are always here to help.

Thanks,

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