Question

Alexa Will Not Stop Playing or Pause


I have a Sonos Beam in my living room in a group with two Gen 1 Sonos One speakers and a Sonos Sub. I have had Alexa enabled since I initially setup this system.

All had been working well but suddenly, Alexa will not stop or pause playing by voice command. I can say "Alexa, play NPR" and it will respond properly. I can say "Alex Louder" and "Alex Lower" and the volume will adjust. But when I say "Alexa Stop" (which is what I've been saying since day one) or "Alexa Pause" it will simply make the command chime and keep playing.

Also, the Beam is working properly but in the Sonos app, I don't specifically see the Beam listed as a speaker. I think it might simply be labeled "Living Room?" I'm not sure if I should see the Beam specifically?

I tried to remove Alexa and reactivate it but I got completely confused and I'm not sure what I accomplished.

I'm now back to square one, with the same symptoms as described above.

I have an Echo Dot in another room that responds normally to Stop and Pause commands.

17 replies

I’ve got the exact same problem with my Sonos Beam, started about two weeks ago and driving me crazy.
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Have run into exactly the same problem.
Userlevel 7
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Best option first is to Disable the Sonos Skill and then Enable it again in the Alexa App. If the problem persists, please power down the Beam for 5 secs and then power back on.

If the second option works, I suggest that you open the settings web page for your router and reserve the IP address for your Sonos devices. (I normally reserve the range 192.168.0.200 and above for my Sonos devices.)
Userlevel 2
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For your second question:
A Sonos device (or in your case a set of bonded devices) has the name you’ve given it. So “Living room” sounds plausible, especially when you connect Sonos with Alexa.
Best option first is to Disable the Sonos Skill and then Enable it again in the Alexa App. If the problem persists, please power down the Beam for 5 secs and then power back on.

If the second option works, I suggest that you open the settings web page for your router and reserve the IP address for your Sonos devices. (I normally reserve the range 192.168.0.200 and above for my Sonos devices.)



I've done this twice now. In the Sonos app, under "Voice Services," I selected "Amazon Alexa" and then "Remove Alexa."

I then verified this by saying "Alexa" with no response from the Sonos. I then depowred the Beam for two minutes and repowered.

I then selected "Add a Voice Service" in the Sonos app, which took me to the Alexa app. I added Alexa and the same problem persists.



For your second question:
A Sonos device (or in your case a set of bonded devices) has the name you’ve given it. So “Living room” sounds plausible, especially when you connect Sonos with Alexa.



Okay, thank you.
Userlevel 7
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I've done this twice now. In the Sonos app, under "Voice Services," I selected "Amazon Alexa" and then "Remove Alexa."

This is slightly different to what I suggested. Please open the Alexa App on Android or iOS and select the three bars in the top left hand corner, then select 'Skills & Games' from the menu and then 'Your Skills'. Please now scroll down the list of skills and select Sonos, followed by 'Disable Skill'. Then 'Enable' the skill again and retest.

I've done this twice now. In the Sonos app, under "Voice Services," I selected "Amazon Alexa" and then "Remove Alexa."
This is slightly different to what I suggested. Please open the Alexa App on Android or iOS and select the three bars in the top left hand corner, then select 'Skills & Games' from the menu and then 'Your Skills'. Please now scroll down the list of skills and select Sonos, followed by 'Disable Skill'. Then 'Enable' the skill again and retest.




Thank you for clarifying. I tried this three times. No change.

The only way to stop the program that's playing is to physically touch the button on the Beam. Alexa voice commands "Stop" and "Pause" are ineffective.
Userlevel 7
Badge +22
Hi Disco Stu

I'm gong to respond to your issue but not in the same order as you posted.

Also, the Beam is working properly but in the Sonos app, I don't specifically see the Beam listed as a speaker. I think it might simply be labeled "Living Room?" I'm not sure if I should see the Beam specifically?

Just exactly what are you seeing in the Sonos app for Living Room? Are there any question (?) marks present.

All had been working well but suddenly, Alexa will not stop or pause playing by voice command. I can say "Alexa, play NPR" and it will respond properly. I can say "Alex Louder" and "Alex Lower" and the volume will adjust. But when I say "Alexa Stop" (which is what I've been saying since day one) or "Alexa Pause" it will simply make the command chime and keep playing.

Have you tried voicing the stop or pause command by saying..."Alexa stop (name of service here)" or "Alexa pause (name of service here)".

Let us know. Cheers!

Have you tried voicing the stop or pause command by saying..."Alexa stop (name of service here)" or "Alexa pause (name of service here)".

Let us know. Cheers!



Yes, I have tried that. Ineffective.
Userlevel 7
Badge +22
Hi Disco Stu

OK...saying the name of the service doesn't help. Although the steps below may sound redundant in some respects there is a slight difference that I haven't seen in the other suggestions. Let's try this....

  1. Log out of Alexa in the Sonos App
  2. Unplug your Beam
  3. Delete the Sonos app
  4. Disable the Sonos Skill in Alexa
  5. Log-out of the Alexa App
  6. Log into Alexa
  7. Enable the Sonos skill
  8. Power Cycle your device
  9. Reinstall the Sonos app
  10. Plug in your Beam and let it come back
  11. Enable Alexa in the Sonos app for your Beam
  12. Test your commands
Let us know how things sort out. Cheers!
Hi Disco Stu

OK...saying the name of the service doesn't help. Although the steps below may sound redundant in some respects there is a slight difference that I haven't seen in the other suggestions. Let's try this....

  1. Log out of Alexa in the Sonos App
  2. Unplug your Beam
  3. Delete the Sonos app
  4. Disable the Sonos Skill in Alexa
  5. Log-out of the Alexa App
  6. Log into Alexa
  7. Enable the Sonos skill
  8. Power Cycle your device
  9. Reinstall the Sonos app
  10. Plug in your Beam and let it come back
  11. Enable Alexa in the Sonos app for your Beam
  12. Test your commands
Let us know how things sort out. Cheers!



I tried to follow these instructions but there are issues with them as written:

At step 7, "Enable the Sonos skill," I tried to enable the Sonos skill in the Alexa app but it first drives me to Sonos.com which then tells me I must open the Sonos App, which was deleted in Step 3 and does not get reinstalled again until Step 9.

I had no choice but to reinstall the Sonos app when attempting to enable the Sonos skill in Alexa in Step 7.

Also, the Sonos app would not let me move forward with the Beam being unplugged, so I had to plug the Beam back in. After all of these little hiccups, I'm not entirely sure if the intent of your instructions were met but I accomplished what you asked in the only way the apps allowed me to do so.

There is no change. "Alexa Stop" is still ignored.
Userlevel 7
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Hi Disco Stu

Sorry about the confusion with the instructions. Your comment "I have a Sonos Beam in my living room in a group with two Gen 1 Sonos One speakers and a Sonos Sub." threw me off. I should have realized that you meant the Beam was bonded with the Sonos Ones and sub.

As the Beam controls all speakers bonded to it you are correct that the Sonos app had nothing to connect to. Had the Sonos One's been independent it would have found them as they were still plugged in. The Beam being unplugged would not have prevented the app from connecting

Group means that you have speakers that are independent and only brought together (i.e. grouped) when you want them to be.

At this juncture I suggest you submit a diagnostic, post the reference ID in this forum and then call Sonos or contact them via Twitter.
Sorry for the confusion, as I'm not 'm not familiar with the vernacular specific to Sonos.

How do I "submit a diagnostic, post the reference ID in this forum and then call Sonos?"

I do not have a Twitter account nor will I establish one.
Sorry for the confusion, as I'm not 'm not familiar with the vernacular specific to Sonos.

How do I "submit a diagnostic, post the reference ID in this forum and then call Sonos?"

I do not have a Twitter account nor will I establish one.



Diagnostic:

https://support.sonos.com/s/article/141?language=en_US

Diagnostic:

https://support.sonos.com/s/article/141?language=en_US



Thank you.
Diagnostic Reference ID Number:

1442781379
I have found a work around:

I spent a lot of time on the phone with Sonos tech support, who was not able to resolve the issue.

After speaking with Sonos, I experimented and determined that if I ask Alexa to play a specific NPR station (eg "Alexa, play WNYC"), the the station will play and the "Stop" command will be recognized.

If I say simple "Alexa play NPR" the same station will play but the "Stop" command will be ignored.

I have no idea why this is happening but requesting the station call letters is the only semi-solution to the problem I've found.

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