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Alexa Will Not Stop Playing or Pause


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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.
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Best answer by UKMedia 4 August 2019, 10:10

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.)
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Now “pause” and similar commands has stopped working in all my Sonos speakers yet again.  None of the steps in this thread help unfortunately.  So frustrating.  Anyone had any success with other solutions?

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This started working on most of my Sonos speakers after upgrading to the new Sonos 2 app.  Some still refuse to accept the commands, however

Factory resetting of Sonos devices is NEVER needed except in very special circumstances, and it erases important diagnostic information.  A reboot will suffice. 

 

Factory Reset: What you need to know

 

 

*!!!Thanks Firewater,*** your process help me solve the issue with took me the whole day to figure out.

“ step 1: in the Sonos amp remove amazon music.

step 2: disable Sonos skill in the Alexa app and remove all sonos speakears froms your groups

step 3: either using the amazon app or the webpage go to device and contents section and deregister each Sonos device found those three steps takes about 1 min.

step 4: factory reset all devices all but one. (This will make added devices back quicker)

step 5: in Sonos app go to settings>system>add device add all speakers. Then Factory reset the last speaker and add it back (for me this took about 4 mins for three devices)

step 6: add amazon music back in Sonos app

Step 7: add Sonos skill back in the Alexa app

step 8: run discover if the Alexa app didn’t do it. You can do so by voice command or via Alexa app.

You should be able to test the system now. This error is possibly an issues between Sonos systems and amazon servers. The factory reset forces a new connection between Sonos and amazon servers. I’m not sure if a software update can do it alone. This could be sonos’s fault but could also be Amazon’s fault. “

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I too have this same issue. Started recently after working fine for months. Alexa pause, shut up, and stop commands no longer work for BBC Sounds or Amazon Music

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I started this thread 7 months ago.  There has been no fix.  I have gotten in the habit of saying “Play WNYC” instead of “Play NPR.”

 

I’m not a Sonos engineer but saying “Play NPR” seemingly uses some kind of “skill” that is flawed and will not allow the user to stop or pause play.

 

Saying “Play WNYC” apparently uses TuneIn to stream the station, and pause and stop work as they should.

Yes, I'm still having the same problem. Any updates Sonos?

I’m having the same issue on 2 of 3 of my Sonos speakers, Alexa won’t pause or stop my music. Any news on a fix for this?

Can you please let us know if you have any success. 

We are having this problem also. The wife listens to NPR, but when she tells it to stop, it does not. She’ll say “Stop NPR,” stop the station name, stop room, nothing works. I’ll say,  “ALEXA! Listen to your mother!!” But she is obstinate. 
 

I have submitted a diagnostic 1681780391

 

 

 

hi Alex, I am using 2 Sonos Play One speakers. I have disabled Alexa on one and uninstalled and installed Alexa on the other.

 Stop used to work. It works for timer still. I tried Stop ABC RN and Stop ABC Radio National but neither work. Alexa says playing ABC RN on Tunein Radio app when I give the command.

Just to clarify. I meant when I give the command to ‘play ABC RN’ or ABC Radio National Alexa responds saying ‘playing ABC Radio National On Tune In app'’ and the station is played but  Alexa will not respond to stop or stop abc rn or other similar commands . Alexa responds to stop when the timer goes off.

 

That is very odd. as I mentioned previously we are working with Amazon on this issue. We hope it can be resolved soon, but we cannot provide a time frame at this time. When we have more information to share, we will update this thread.

hi Alex, I am using 2 Sonos Play One speakers. I have disabled Alexa on one and uninstalled and installed Alexa on the other.

 Stop used to work. It works for timer still. I tried Stop ABC RN and Stop ABC Radio National but neither work. Alexa says playing ABC RN on Tunein Radio app when I give the command.

Hello @gerrib. Welcome to the community. Have you tried asking Alexa to “Stop ABC RN” in your command? Is so, what does she say? 

 

Are you using Alexa on a Sonos device, such as a Beam or Sonos One; or are you using Alexa on an Echo device?

 

 

I listen to ABC RN. Alexa follows command play abc Rn, but will not stop when I say stop. 

Hello everyone. We are aware of this issue and are working with Amazon on implementing a fix. As a workaround, if you specify the radio station, in this case NPR, Alexa should complete the command. For example, saying “Alexa, Stop (Name of the NPR station)” should stop the music. Let me know how this works out. 

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

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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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