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“I could not find that on Apple Music” - Alexa and Apple Music integration issues

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Finally Alexa and Apple Music integration has come to Sonos in Australia. This would be great if it actually worked.

I have added the Sonos skill and the Apple Music skill to Alexa. I have added Apple Music as the default music service. I have added Alexa to both my Sonos One and my Beam.

When I ask Alexa to play a particular artist, it will default to playing via Amazon Music (despite Apple Music being set as my default). When I specifically request that the artist play from Apple Music, Alexa responds that it “could not find that on Apple Music”, despite the songs being available to play via the Sonos app manually. The only command that works is if I ask Alexa to “play music” and it will play a personalised radio station from Apple Music. However, requesting any particular artist, album, playlist, etc. always either starts playing from Amazon Music or not found if specifically requested to play from Apple Music.

I have completely removed Alexa from my Sonos devices, restarted all my Sonos devices, disabled all the skills in Alexa, deregistered all my Sonos devices from my Amazon accounts and started it all from scratch but the issue still persists. Apparently there was a service outage for a while, but there appears to be no service outage and I am still having this problem.

Does anyone know how to fix this? From what I read on some message boards, other people have had this problem in the past. How do you fix it?

Thank you.
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Best answer by Keith N 31 May 2019, 19:33

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38 replies

A
@Ugo52 ive only had my beam for 2 weeks but had the same problem, the above process fixed it...thanks for your perseverance
J
@Ugo52 this was exactly the post I needed to fix my issue, thank-you!

A little backstory, I’ve had an Amazon account since it was US only, when Australia became active I’ve moved my account over....or so I thought!
I’ve been using Australian Amazon store as well as Audible, but apparently that hadn’t full Australian’d my account.

I did the following:
On my iPhone logged out of Audible/Amazon app/Kindle app/DC comics app.

On a desktop I logged into amazon.com (US), and under Content & Devices found it was adding my Sonos/iPhone/Audible etc there which is weird As I use Australian Audible etc.
Initially I deregistered my Sonos devices from there but then found a link that said move my Kindle account to amazon.com.au (I don’t own a kindle but have used the app a million years ago), I believe this link was the same as if you go to Settings under Content & Devices and set your country to Australia, so I did this logged into amazon.com.au and at that point Content & Devices section in the US site now said it was managed by amazon.com.au site.

So somehow my account was still partially US based even though I was using Australian region for some Amazon services.

So now I proceeded with normal Sonos/Alexa setup (https://support.sonos.com/s/article/3439?language=en) and this time I noted I saw amazon.com.au in the different automated Amazon auth pages that appeared, and now the Sonos devices show in Content & Devices on amazon.com.au and all seems to be working (@AussieSonosUserXCX may be this is your issue?)

Thank you so much @beersushi. This resolved my issue as well. The steps I took was a bit different, but got there in the end. Interestingly, I had no Kindle service, but when I started the Kindle Unlimited subscription process, it detected that my digital content and devices were in the wrong region and prompted me to click on link to move it to Australian store. Once I'v done this, I re-added Apple music service on the Alexa.amazon.com.au website, enabled the voice service on my Sonos One and all is well.

Numerous phone calls, emails to both Amazon and Sonos on the issue were fruitless and once again a clever and persisting user solved it. Thanks for sharing!
U
Isn’t it great to have it working the way it should. I await the day that we can summon up our Apple Music using the Google Assistant through our Alexa enabled Sonos speakers. ( A possible ménage à quatre) but I won’t hold my breath.
I’m now deciding between Google and Spotify versus Alexa and Apple Music but clearly Sonos accessibility makes it a no brainer. I just wish Alexa was as quick on the uptake as Google Assistant.
Happy listening!
R
@Ugo52 this was exactly the post I needed to fix my issue, thank-you!

A little backstory, I’ve had an Amazon account since it was US only, when Australia became active I’ve moved my account over....or so I thought!
I’ve been using Australian Amazon store as well as Audible, but apparently that hadn’t full Australian’d my account.

I did the following:
On my iPhone logged out of Audible/Amazon app/Kindle app/DC comics app.

On a desktop I logged into amazon.com (US), and under Content & Devices found it was adding my Sonos/iPhone/Audible etc there which is weird As I use Australian Audible etc.
Initially I deregistered my Sonos devices from there but then found a link that said move my Kindle account to amazon.com.au (I don’t own a kindle but have used the app a million years ago), I believe this link was the same as if you go to Settings under Content & Devices and set your country to Australia, so I did this logged into amazon.com.au and at that point Content & Devices section in the US site now said it was managed by amazon.com.au site.

So somehow my account was still partially US based even though I was using Australian region for some Amazon services.

So now I proceeded with normal Sonos/Alexa setup (https://support.sonos.com/s/article/3439?language=en) and this time I noted I saw amazon.com.au in the different automated Amazon auth pages that appeared, and now the Sonos devices show in Content & Devices on amazon.com.au and all seems to be working (@AussieSonosUserXCX may be this is your issue?)

Amazing! I've suffered a Apple/Sonos/Alexa Menage a Trois for months and this is all it took. Thanks mate.
A
Badge
@Ugo52 this was exactly the post I needed to fix my issue, thank-you!

A little backstory, I’ve had an Amazon account since it was US only, when Australia became active I’ve moved my account over....or so I thought!
I’ve been using Australian Amazon store as well as Audible, but apparently that hadn’t full Australian’d my account.

I did the following:
On my iPhone logged out of Audible/Amazon app/Kindle app/DC comics app.

On a desktop I logged into amazon.com (US), and under Content & Devices found it was adding my Sonos/iPhone/Audible etc there which is weird As I use Australian Audible etc.
Initially I deregistered my Sonos devices from there but then found a link that said move my Kindle account to amazon.com.au (I don’t own a kindle but have used the app a million years ago), I believe this link was the same as if you go to Settings under Content & Devices and set your country to Australia, so I did this logged into amazon.com.au and at that point Content & Devices section in the US site now said it was managed by amazon.com.au site.

So somehow my account was still partially US based even though I was using Australian region for some Amazon services.

So now I proceeded with normal Sonos/Alexa setup (https://support.sonos.com/s/article/3439?language=en) and this time I noted I saw amazon.com.au in the different automated Amazon auth pages that appeared, and now the Sonos devices show in Content & Devices on amazon.com.au and all seems to be working (@AussieSonosUserXCX may be this is your issue?)


OMG @beersushi I LOVE YOU!!! YOU ARE A GENIUS!! Thank you so much man, this has FINALLY solved it! After MONTHS of it not working, I try again following your instructions and it’s finally fixed.

You’re right - I had an Amazon US account and my content/devices were still being managed in the US account, despite having an Australian account. I switched over to the Australian Kindle store, ‘deregistered’ all my devices on the Amazon website and re-added them and now every plays from Apple Music seamlessly. I never thought the Kindle store would have an impact on playing music on Apple Music, but there ya go.

Thanks so much, it seriously means so much to me that I can finally have my speakers working fully as intended. You’ve made my day, man. 😃
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@beersushi
Hallelujah! This seems to be at the root of the problem for i too am now fully conversant with the agreeable Alexa. Once Amazon support got me over to Australia and not USA then although things looked strange , once I went through the set up routine all was good. I can ask Alexa to play from my iPhone to an enables Sonos One speaker. I can give direct voice commands to the Sonos One speaker to play an artist or a playlist from APPLE MUSIC ( yeah!! ). I can pause and interrogate Alexa...eg " what song is playing?"
The following may also be of assistance:
Ensure that Sonos Voice Services have finished their Alexa setup. Do this by going to your Sonos App ( in my case on my iPhone) then choose MORE>SETTINGS>ROOM SETTINGS>( Choose appropriate Room) VOICE SERVICES> and make sure setup is complete for Alexa which should appear there. In my case I hadn't properly finished this setup even though I could see that Alexa had linked to Sonos but Sonos not to Alexa.
Also I discovered from Amazon that your Music Services need to be the Premium paid version for Alexa to work.
Patience has paid off and life is a little better. I'll pass some of this on to Sonos.
U
@Ugo52 this was exactly the post I needed to fix my issue, thank-you!

So somehow my account was still partially US based even though I was using Australian region for some Amazon services.

So now I proceeded with normal Sonos/Alexa setup (https://support.sonos.com/s/article/3439?language=en) and this time I noted I saw amazon.com.au in the different automated Amazon auth pages that appeared, and now the Sonos devices show in Content & Devices on amazon.com.au and all seems to be working (@AussieSonosUserXCX may be this is your issue?)
B
Userlevel 2
Badge
@Ugo52 this was exactly the post I needed to fix my issue, thank-you!

A little backstory, I’ve had an Amazon account since it was US only, when Australia became active I’ve moved my account over....or so I thought!
I’ve been using Australian Amazon store as well as Audible, but apparently that hadn’t full Australian’d my account.

I did the following:
On my iPhone logged out of Audible/Amazon app/Kindle app/DC comics app.

On a desktop I logged into amazon.com (US), and under Content & Devices found it was adding my Sonos/iPhone/Audible etc there which is weird As I use Australian Audible etc.
Initially I deregistered my Sonos devices from there but then found a link that said move my Kindle account to amazon.com.au (I don’t own a kindle but have used the app a million years ago), I believe this link was the same as if you go to Settings under Content & Devices and set your country to Australia, so I did this logged into amazon.com.au and at that point Content & Devices section in the US site now said it was managed by amazon.com.au site.

So somehow my account was still partially US based even though I was using Australian region for some Amazon services.

So now I proceeded with normal Sonos/Alexa setup (https://support.sonos.com/s/article/3439?language=en) and this time I noted I saw amazon.com.au in the different automated Amazon auth pages that appeared, and now the Sonos devices show in Content & Devices on amazon.com.au and all seems to be working (@AussieSonosUserXCX may be this is your issue?)
U
@beersushi

I had been accessing my Alexa information at Amazon Alexa via the UK account at following site:
alexa.co.uk.....it contained all my devices.

I rang Amazon at Sonos' request. Sonos said that because I couldn't access Alexa via an iPhone using voice control ( à la Siri ) it was NOT a Sonos issue.

I spoke to Amazon and they noted I was subscribed on the USA site so they put me up on the Australian site. I started to have more issues here. Not all devices or music services listed. Mild concern. However, my Alexa was online and activated just that now Sonos device was offline. Go figure. I am then told it is a Sonos problem. I am now in a circular argument.

My intention is to do a Ground Zero reinstall and reboot of Both Alexa and Sonos.

I am spurred on by the assurance from Sonos that this ( Alexa and Apple Music on Sonos 1 ) does in fact work because they have it working here in Australia.

I am running the latest versions of ios , Alexa and Sonos apps on an iPhone 7 and a dated 2009 iMac. I am subscribed to Premium versions of 2 music services to allow me to use these services with Voice command. I am a patient person and so will do it all again.In the meanwhile, I hope Sonos come up with a full solution to the issue.
B
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@AussieSonosUserXCX & @Ugo52 I’ve been unable to resolve the issue either.
I feel like this is an Australian region specific issue (the same reason I cannot setup Alexa Recognized voices either via the Sonos One).

Sonos (@Keith N ??) it’d be great if you could provide some official feedback on whether this integration meant to work or not in Australia.
We’ve spent a lot if time adding/re-adding etc to no avail and the various threads had Sonos staff mention they’d come back and update the threads when it was supported (which doesn’t seem to have happened)...yet Sonos support articles seem to say it “is” supported 😞
U
Joshuaroth are you in Australia? I have same problem, followed same instructions to no avail.
What am I missing?
U
OKAY - I HAVE GOT IT WORKING.

I am brand new to Sonos so forgive me if a few of these steps weren't necessary, but all I can tell you is it is working.

  • I removed my device (unlinked) from within the Alexa iOS app
  • On the Sonos App, I turned off Alex voice control
  • I deleted the Alexa iOS app
  • I re-downloaded the Alexa app
  • Via the Sonos App, I initiated the Alexa set up
  • I signed in as normal
  • Once the device was set up, I was able to command Alexa by saying "Alexa, play Tina Turner in the Lounge" or "Alexa play Energy by Burns, ASAP Rocky in the Lounge"
I got a bit sick of having to say "... in the Lounge" and I found that if under the iOS Alexa app, you create a group (I created one called Lounge), I now just say "Alexa, play music" or "Alexa play music by Adele" and she goes off and does it ("Adele from Apple Music").

It seems to work, so now I may set up my other Sonos devices and hope for the best....
U
I, too, am having the same Alexa non play issue as above. I asked Sonos support directly if Alexa worked for them.
They replied:


"Thank you for your patience while troubleshooting your issue with Apple Music on Alexa.

We are able to play Apple Music on Alexa, we just tested it and works.

What we would like is a diagnostics when you get the error message on Alexa trying to play Apple Music."

If I can get my Apple Music station to play you would think I could also request an artist to play as well through Apple Music. However, this is not the case.
I see it as a half solution with the rest of it coming soon.( I hope)
A
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I am in the EXACT same situation as you @beersushi and it still isn’t fixed. I’ve removed everything, completely reset Alexa and Sonos, reset my modem and router and still it doesn’t work. I’m at a loss. I just have to be content with the fact that this doesn’t work!

if you have any luck please me know because I have no idea what else to try.
B
Userlevel 2
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iheart isn’t listed as a skill in Alexa app.
It is however listed as a music service in the Alexa app Music section by default along with Amazon Music, TuneIn, all of which can’t be removed (iheart doesn’t have login details either).
Apple Music is also there but I manually added/linked that for it to appear and yes same as that configured on Sonos.

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Ken_Griffiths
IHeart radio might 'possibly' be an Alexa Skill installed. Maybe check and if necessary remove that.

I assume you have set Apple Music as the default service in the Amazon Alexa App “Settings/Music” ...and that you have also installed the same Apple account/service in the Sonos App?
B
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@Ken_Griffiths no luck i’m afraid, have gone through the delete and re-add steps and i’m still no closer it would seem to be able to make it work with Alexa?
Just keeps saying can’t find on Apple Music or that it wants to play a station from iheartradio (which is not selected as default radio), so confused!
Ken_Griffiths
@Keith N I posted in the megathread (https://en.community.sonos.com/announcements-228985/alexa-play-apple-music-on-sonos-6823840/index2.html#post16347695) before finding this thread. Has this officially launched in Australia because per my linked post it still does not work for me and before I go re-adding/troubleshooting I was hoping to clarify whether it’s officially launched or still in a soft launch of sorts?
This Sonos Support document may help to provide the answer you are looking for, perhaps?

https://support.sonos.com/s/article/3439
B
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@Keith N I posted in the megathread (https://en.community.sonos.com/announcements-228985/alexa-play-apple-music-on-sonos-6823840/index2.html#post16347695) before finding this thread. Has this officially launched in Australia because per my linked post it still does not work for me and before I go re-adding/troubleshooting I was hoping to clarify whether it’s officially launched or still in a soft launch of sorts?
J
Badge +1
joshuaroth,

It sounds like a case of 'sales & marketing' departments at other companies attempting to lead the charge to get the message out first and perhaps a little hastily. Still its here now and hopefully everyone is happy.

I’m also quite happy to wait patiently too for the Google Assistant integration. I’d rather these things be thoroughly tested and working correctly for all users, rather than rushed out for any publicity purpose.
I bought direct from Sonos as well as Myer, so no - still Sonos to blame.
Ken_Griffiths
joshuaroth,

It sounds like a case of 'sales & marketing' departments at other companies attempting to lead the charge to get the message out first and perhaps a little hastily. Still its here now and hopefully everyone is happy.

I’m also quite happy to wait patiently too for the Google Assistant integration. I’d rather these things be thoroughly tested and working correctly for all users, rather than rushed out for any publicity purpose.
J
Badge +1
Joshuaroth,

I thought Keith N's post from 11 days ago was actually quite clear, when he asked people to 'stay tuned' and quoted the earlier statement, which said...

“When Apple Music Alexa control becomes available in a new region, it takes dedicated engineering and testing to bring support to Sonos. We don't have an exact timeline to share for when Apple Music Alexa control will be available on Sonos in Australia, but as new information becomes available we will be sure to share it here on the community.

Stay tuned.”

That post certainly made me realise that the service was coming to both Australia and New Zealand soon. I also got that from the messages you quoted/posted, which said it wasn’t available at the time ... clearly it wasn’t, but it was imminent in my mind that it was going to be introduced and that’s why I mentioned to you to wait patiently in the other threads here in the community and referred you to this thread.
But that information was conflicting with that Apple says, Amazon says, the Press Releases said, multiple news outlets said, Sonos sales, Sonos Customer Support, users on the Forums, and Sonos' own website said.

Everyone was on the same page EXCEPT the you, Keith and Sonos Customer Support - everyone else was in agreement it had been implemented already successfully in Australia.

I'm not going around in circles. Sonos themselves admitted they released it early after an uptake in forum activity.
Ken_Griffiths
Joshuaroth,

I thought Keith N's post from 11 days ago was actually quite clear, when he asked people to 'stay tuned' and quoted the earlier statement, which said...

“When Apple Music Alexa control becomes available in a new region, it takes dedicated engineering and testing to bring support to Sonos. We don't have an exact timeline to share for when Apple Music Alexa control will be available on Sonos in Australia, but as new information becomes available we will be sure to share it here on the community.

Stay tuned.”

That post certainly made me realise that the service was coming to both Australia and New Zealand soon. I also got that from the messages you quoted/posted, which said it wasn’t available at the time ... clearly it wasn’t, but it was imminent in my mind that it was going to be introduced and that’s why I mentioned to you to wait patiently in the other threads here in the community and referred you to this thread.
J
Badge +1
joshuaroth,

So it was just a case of waiting patiently after-all. I did say this service was looking imminent for Australia and New Zealand.

So all's well, that ends well.

It’s perhaps also worth reading up on “Alexa Enabled Groups” that are widely mentioned in this community, which will allow your Sonos Rooms to Group/Ungroup automatically via voice instruction.

Enjoy your new Sonos/Amazon/Apple music system.

Hi Ken.

Appreciate your input but no, it wasn’t a case of just being patient ‘after all’.

As you will no doubt have read before chiming in:

  1. Sonos themselves denied the service was coming at all - they said they were made aware 3 weeks before any new launches took place
  2. There is written communication from them saying it isn’t supported
  3. Sonos staff members within this forum also said it wasn’t supported
  4. I - like other people - bought these products based upon multiple press releases, verified sources and partners of Sonos who stated these electronic items performed in a way which they did not - being patient has nothing to do with it
  5. The service wasn’t actually working
  6. I’ve received an email from Sonos saying due to the “uptake in activity on the forums” and my “ongoing communication” that they have released this feature early. It seems Sonos staff themselves were unaware until a few of us banded together and kicked up an almighty drink
Sitting back and being patient doesn’t often get you what you want, or in this case, what we were sold on.

Thank you.
Ken_Griffiths
joshuaroth,

So it was just a case of waiting patiently after-all. I did say this service was looking imminent for Australia and New Zealand.

So all's well, that ends well.

It’s perhaps also worth reading up on “Alexa Enabled Groups” that are widely mentioned in this community, which will allow your Sonos Rooms to Group/Ungroup automatically via voice instruction.

Enjoy your new Sonos/Amazon/Apple music system.
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