Have to ask twice to play Spotify music

Show first post
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

100 replies

Corry P
Userlevel 7
Badge +18

Hi Everyone,

We would like you to know that we are aware of this issue affecting some listeners, and that it will be addressed via a future software update.

 

Any progress on this update?

We have no date or other information to share at this time, but we are making progress.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
W

I also have this issue but with Spotify connect, I don’t have any Amazon or google voice devices.

 

If Sonos has been playing from Spotify, works fine. If it’s been playing from anywhere else, I always have to ask twice (and exactly twice) from the Spotify app to get it to play.

 

diagnostic 1694048938

 

P

Same problem here. Hoped it would be a fault with Sonos v1 so just spent 450USD to replace a speaker just to experience the same problem again. AND this fault has happened at three different houses (my house, my cabin and my parent’s house).

 

Sonos, instead of asking everyone to go through a teadious list of actions and then get a unclear diagnositic reason, please find the common denominator for this issue and solve it (even if it’s so simple as to working with google/Amazon to confirm that music is playing otherwise send the command again within a few seconds????)

kindly respond to all of the frustrated community regarding this 

106rallye
Userlevel 7
Badge +17

Hi Everyone,

We would like you to know that we are aware of this issue affecting some listeners, and that it will be addressed via a future software update.

 

@peter lindstrom Sonos’ response is almost directly above your post.

T

The same is happening when using Google Assistant.

M

Yep. Same here. Have to ask twice before I get anything to happen.

A
Userlevel 2

Any solutions or updates for this bug?

M

@Corry P , any particular Sonos hardware I could replace that might help alleviate this issue? If there’s a common thread I’d probably buy some new equipment to make this go away. It’s super irritating. Had I not found this thread I was about to replace my Alexa devices with Google to see if that helped.

UKMedia
Userlevel 7
Badge +20

Hi all

I have experienced this issue as well but not consistently - which makes diagnosing more difficult.  I have tried these actions but can’t be 100% sure if it has resolved the issue, time will tell:

Reboot your network in this order:

  • Router
  • Any wired Network devices or switches;
  • Any other wired devices;
  • All other Wi-Fi devices (Turning Wi-Fi off and on again on each device would also work)

    reboot your network in this order.

Please see this post for further information.

Remember: Sometimes Red Wine helps :)
A
Userlevel 2

Hi all

I have experienced this issue as well but not consistently - which makes diagnosing more difficult.  I have tried these actions but can’t be 100% sure if it has resolved the issue, time will tell:

Reboot your network in this order:

  • Router
  • Any wired Network devices or switches;
  • Any other wired devices;
  • All other Wi-Fi devices (Turning Wi-Fi off and on again on each device would also work)

    reboot your network in this order.

Please see this post for further information.

Hi, thanks for the reply, but after trying the error persists.

Paul A
Userlevel 6
Badge +17

Hi @Pmc.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand where you’re coming from especially if we have tried some possible tips and tricks but nothing helped.

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.

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

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
Paul A
Userlevel 6
Badge +17

HI @Alejandrix33.

Welcome to the Sonos community and thanks for reaching out to us.

I would like to ask if we can try my recommendations above accordingly. This issue is not a bug just to clear things up as our engineering team have no provided information that this is a known issue within the Sonos system.

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

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
Paul A
Userlevel 6
Badge +17

Hi @Manchuwok and @beardyross77.

Welcome to the Sonos community and thanks for reaching out to us.

May I recommend trying the provided recommendation and let us see how it goes.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
P
Badge

I attempted this last night and on the test it worked first time. 
however, this morning, again I had to ask it twice for it to work?  

P
Badge

Diagnostic number is 1313740747 

Paul A
Userlevel 6
Badge +17

Hi @Pmc.

Thanks for the update and immediate response with a submitted diagnostic.

based on the provided diagnostic, the Sonos Beam is having a hard time communicating to the internet and is having a high value in wireless interference and failure to communicate. This may be causing the issue. I would like to recommend contacting our technical support team for further troubleshooting so they can take a look what might be causing these wireless interference.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
Paul A
Userlevel 6
Badge +17

Hi @TimBiddulph.

Welcome to the Sonos community and thanks for reaching out to us.

I would like to recommend submitting a diagnostic after the issue re-occurs so we can check what is going on with the Sonos system. Please take note of the diagnostic number. I would also like to ask if we can try removing Google Assistant from the Sonos app and then re-add Google assistant as a voice service. Once the suggestion is done, I would like to ask if we can try it again to observe if it did make any changes and then submitting a diagnostic so we can further check.

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

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
T

Hi @Paul A 

diagnostic number is 139801197

thanks,

Tim

 

Paul A
Userlevel 6
Badge +17

Hi @TimBiddulph.

Thanks for your immediate response and for submitting a diagnostic.

Upon checking the submitted diagnostic, it shows an error of Spotify stream limit. Here is a topic in the community that discusses the Spotify stream limitation on Sonos. To read more information about multiple accounts, check out this article.

I hope this helps.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
J
Userlevel 2
Badge +2

I have the same issue. After playing Spotify through the Sonos app, I then have to try twice to get it to play via Alexa or Spotify Connect: https://en.community.sonos.com/music-services-and-sources-228994/playing-spotify-through-the-sonos-app-causes-issues-for-alexa-and-spotify-connect-6847787

Paul A
Userlevel 6
Badge +17

Hi @godkatt.

Thanks for the detailed and immediate response.

 I would like to recommend contacting our technical support team for further troubleshooting so they can take a look at what might be causing these issues.

Please let us know if you still have further questions or concerns. We are always here to help.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
Paul A
Userlevel 6
Badge +17

Hi @jamie72.

Welcome to the Sonos community and thanks for bringing this to our attention and for trying to do perform the basic troubleshooting steps and researching here in the community to find answers. I understand where you’re coming from especially if we have tried some possible tips and tricks but nothing helped.

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.

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

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
J
Userlevel 2
Badge +2

Hi @jamie72.

Welcome to the Sonos community and thanks for bringing this to our attention and for trying to do perform the basic troubleshooting steps and researching here in the community to find answers. I understand where you’re coming from especially if we have tried some possible tips and tricks but nothing helped.

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.

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

Thanks,

 

Thanks @Paul A.

Followed these steps. But still getting the same issue.

Diagnostic is 396863185.

Paul A
Userlevel 6
Badge +17

Hi @jamie72.

Thanks for submitting a diagnostic and for your immediate response.

The diagnostic submitted shows your Sonos Beam ( Living Room ) shows no active Voice added which means Amazon Alexa has not been activated on the Sonos Beam. Aside from that detail, everything seems normal. I would recommend contacting our technical support team so they can further investigate what is going on and may also check via a screen sharing session (with your permission) what may be causing the issue.

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

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
Rascal23
Badge

I’m suffering from this issue as well. It’s clearly a big with the new Sonos app because I had no issues before updating to that. 
 

Terms & ConditionsCookie settings