Question

Alexa Will Not Stop Playing or Pause

  • 3 August 2019
  • 67 replies
  • 4771 views

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.

67 replies

I'm having the same issue but, for me, it seems to be specifically when listening to NPR. I've tried all of the "fixes" in the thread and the only one that seems to work is playing the specific station. I'm new to the Sonos world and am eager to build out my home system but these little, crazy annoying bugs make me pause at spending the money. The sound is great but the voice commands should f-ing work on a high-end device, amiright?

 

I have the same issue. I am able to start NPR using “alex play the news”, but not able to stop it. The only way I can get the speaker to stop playback is to say “alexa play spotify” and then “alex stop spotify”.

Hey all,

I'm having the same issue but, for me, it seems to be specifically when listening to NPR. I've tried all of the "fixes" in the thread and the only one that seems to work is playing the specific station. I'm new to the Sonos world and am eager to build out my home system but these little, crazy annoying bugs make me pause at spending the money. The sound is great but the voice commands should f-ing work on a high-end device, amiright?

Same issue here wrt inability to stop/pause/cancel. Like everyone else this has worked flawlessly for 12-18 months and in the last 30-60 days completely flaked out. Extremely disappointing, I hope Sonos dev is treating this as a high priority issue and working on resolution, this is needless to say core functionality of the system.

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.)

This worked for me! Thanks / J

Userlevel 1

The team is looking into this, but I don't have any specific details on a resolution. As Disco Stu suggested above, "Play NPR" isn't able to stop, but playing a specific NPR station will. Here's why, "Play NPR" loads up the NPR skill, which isn't responding to the stop command from Alexa on Sonos. Playing a specific station, is playing it from TuneIn or your preferred radio source, such as iHeartRadio.

I'll let you know if we have any news on this issue.

I’m having the same problem.  Any updates? 

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Update: Resume only works if I say Alexa “Resume on <Room Name>” otherwise I get the message “resume is not supported”.

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Stop, Pause, Cancel would not work this weekend for me either when playing from Amazon Music to a Sonos One (Gen I). Light flashed white but then music just continued playing. Pressing the Play/Pause button on the top did stop the music. In a different room on a different Sonos One the music did stop but when asking Alex to play or resume she stated that “resume is not supported on this device”. Two things seemed to work, firstly “Alex Stop in Livingroom” and secondly power cycling both the devices. Strange, but that’s software for you.

Just got a Sonos one today and I have the exact same problem with Alexa. She will play NPR but will not stop with any combination of cancel, stop or pause. I have tried removing the skill, disconnecting Alexa in the Sonos app and restarting the speaker to no avail. Very annoying for a first time use of the product. I am glad I found this forum post via google search. I have uploaded diagnostics with id 776055293. I hope I can get some help and get this fixed. If not I will just return it and move on. 
 

 

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@Trisse123, thank you so much for your advice!!

Here is what I did for 2 hours this morning:

  • Switched off all Sonos devices
  • Disconnected all devices from internet Router (wired and wireless)
  • Factory reset Bridge, Connect and one of my One’s
  • Forgot all Sonos devices from https://alexa.amazon.co.uk/
  • Deleted Alexa and Sonos apps on iPhone
  • Restarted Router
  • Restarted Bridge and connected it to Router via ethernet
  • Downloaded Sonos mobile app
  • From the mobile app:
    • Set up a new system
    • Added the Bridge first
    • Added the Connect second ... with difficulties !!!
    • Registered the two products to Sonos account
    • Added the One
    • Registered the One to Sonos account
    • Skipped true play tuning
    • Added Alexa service to One
    • Downloaded Alexa app
  • In Alexa app:
    • Signed in
    • Deregistered all Sonos devices
    • Disabled then enabled Sonos skill

… and it didn’t work … “I have trouble understanding right now” …

Made myself a cup of tea, took a deep breath, removed the Sonos skill from my One, disabled and enabled the Sonos skill again, and finally Alexa was added to my One again.

Then I added Spotify to Sonos and Alexa again.

“Alexa, play music in Dining”: worked

“Alexa, stop in Dining”: worked    -    HOORAY!!

“Alexa, play Crooked Rain” … “Playing Crooked Rain, Crooked Rain from Spotify”: worked

“Alexa, stop”: worked   -   HOORAY again!!

Factory reset all other devices, added them one by one to the Sonos system, grouped them as they were before… It all works.

Thank you Trisse123!!

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Ok, will do

Userlevel 7
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Got worse for me: Alexa won’t play music either now… this happened after I submitted my diagnostics.

Will Sonos get in touch on this forum?

 

Hi there,

 

I took a look at your diagnostic report but the reason for this issue is still unclear. I don’t see any obvious errors which would explain it. I think it would be best to troubleshoot this live with our phone team. Please call us up, our number’s here.

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I have, 2 days ago. How long does it usually take them to get back to customers?

Got worse for me: Alexa won’t play music either now… this happened after I submitted my diagnostics.

Will Sonos get in touch on this forum?

 

You have to post the reference number here for them to get back to you.

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Got worse for me: Alexa won’t play music either now… this happened after I submitted my diagnostics.

Will Sonos get in touch on this forum?

Hi!

 

My Sonos One does not respond to anything that belongs to stopping or pausing playback.

I have read the whole topic about that Problem and I tried everything, even resetting my One entirely.

Could someone please help me, Sonos devs?

I now Uploaded a diag -> 1329131319


Ok i now completely disconnected my One from Alexa app and from Sonos.
I then uninstalled both apps and resetted my One.

 

I actually got two One’s. I then installed them both at the same step freshly in sonos app.

I connected amazon music and alexa in the Sonos app.

I installed alexa app and activated the sonos skill and let it discover my devices.

At first only one “One” was found but after a second search i found my second One.

 

Now Alexa works fine (Play, Stop, etc).

(Im from Ger, so my commands are in german lang)

 

Im scared of rebooting my One’s because im expecting that Stop-Problem to come back..

If i do not reply within the next couple hours, this can be considered solved! (at least for me)

Hi!

 

My Sonos One does not respond to anything that belongs to stopping or pausing playback.

I have read the whole topic about that Problem and I tried everything, even resetting my One entirely.

Could someone please help me, Sonos devs?

I now Uploaded a diag -> 1329131319

I’m having the same issue with a twist. At first I thought Alexa wasn’t skipping songs at all, but then I realized it’s just when I use Google Play that anything besides stop and start does not work. 

Alexa voice commands work flawlessly with my Sonos playlists. But I primarily use google play and ever since I did the latest system update voice commands for play previous, repeat or skip a song no longer works for Google Play. 

I tried all of the troubleshooting suggested and the issue persists. I’ll submit a diagnostic, but I thought I would post it in hope of anyone else having and/or solving this particular issue

 

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Thanks for your help UKMedia!! Really appreciate.

Ref. number: 1646197812

 


No probs :) Sonos staff should investigate this pretty soon.

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Thanks for your help UKMedia!! Really appreciate.

Ref. number: 1646197812

 

Userlevel 7
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Please see this article:  https://support.sonos.com/s/article/141?language=en_US

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Done - from the mobile app.

Ref. number: 1646197812

Userlevel 7
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Hi.  Okay, can you submit a diagnostic and post the number in this thread?

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My Sonos Bridge is wired to the router via ethernet. All other Sonos devices are wireless into the Bridge (i.e. if I switch the Bridge off, they cannot be accessed).

All Sonos devices have a static IP address going from 192.168.1.200 to 192.168.1.207.

I’ve switched off router and Sonos devices, then back on one at a time, starting with the router, then the Bridge, Connect, Beam, 2 Sonos Play:1’s, 3 Sonos One’s. They all come up with their own IP address as expected.

… And “Alexa, stop” still doesn’t work.

 

Userlevel 7
Badge +20

I wonder if this is a duplicate IP address issue. Can you power down these devices, allowing to boot before moving to the next:

- Router

- Any wired network devices

- Any wired Sonos devices

- Any other Sonos devices

- All other network attached devices.

 

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Yes

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