Question

Alexa Will Not Stop Playing or Pause

  • 3 August 2019
  • 65 replies
  • 4365 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.

65 replies

I am having the same issue when using Alexa to play Spotify on my Sonos 1 Speakers.
I have six speakers.

"I can't skip to the next song"

Happens on playlists and albums. Will work for the first few minutes but then after a couple of songs have played, she can no longer skip to the next song.

This happens on individual speakers and on speaker groups.
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.
Exactly the same here on all my Sonos 1’s playing from Apple Music or radio stations, ‘pause’ and ‘stop’ commands do nothing. ‘Cancel’ however stops the music and ‘Resume’ also works.

Needs a fix ASAP...

Diagnostic:

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



Thank you.
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.)
The workaround of "alexa cancel" to pause works for me 🙂
I also have this problem which only started about a week ago. I can stop anything played from the radio app but not Spotify.

However if if I say “Alexa Cancel” then this does work and stops the music.

I experimented with an Alexa device on a different account that is not linked to Sonos. Everything there works fine so it is definitely a Sonos skill issue.
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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!!

Userlevel 7
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!
Userlevel 7
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

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. 
 

 

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

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)

Diagnostic Reference ID Number:

1442781379
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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.

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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”.

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.

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.

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

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Done - from the mobile app.

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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I’ve got the exact same problem. It used to work though, but all of a sudden Alexa is not stopping anymore. I tried “stop”, “pause”, “cancel” with and without room names: it just won’t work. I’ve received a new One and set it up in the dining room: it doesn’t work either. The beam attached to the TV also acts weird: it stops when I switch the TV off, but then starts playing the TV sound (with the TV off) 5 seconds later.

 

I tried all sorts of stuff: removing Alexa from all my Ones and from the Beam, deactivating the skill, etc. Still doesn’t work...

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