Alexa recognizes but not controlling services

  • 31 October 2020
  • 1 reply

  • Contributor I
  • 0 replies

When saying “Alexa, play Spotify” Alexa chimes and responds “here is Spotify” but nothing plays. Same result when requesting to play SiriusXM or any other service. However, Spotify plays when using the Sonos app on my phone but when saying “Alexa, pause” Alexa chimes but doesn’t pause the music. Alexa does however respond to requests like “Alexa, what’s the weather?”  It seems while it’s recognizing the linked services it’s just not controlling them. 

1 reply

Userlevel 6
Badge +17

Hi @DonT.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand where you’re coming from. 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.

I hope this helps.

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