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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

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@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?)
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
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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.
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.
B
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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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U
Joshuaroth are you in Australia? I have same problem, followed same instructions to no avail.
What am I missing?
J
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PS: quite the change of tune from Sonos!

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J
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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....
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.
A
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Hi there @AussieSonosUserXCX -

I am having a hard time finding explicit information from us at Sonos regarding bringing this feature to Australia. In our announcement post, Ryan S states:

Currently, Apple Music is only available for Alexa in the US, UK, and Ireland on Sonos and other Alexa-enabled devices.

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.

Hi Keith, you have incorrectly ‘answered’ this question. The information you’re looking for is here: https://support.apple.com/en-us/HT209250

can you please explain why I’m having this problem?

you have cited an outdated article.
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?
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.
Smilja
Hi there @AussieSonosUserXCX - I am having a hard time finding explicit information from us at Sonos regarding bringing this feature to Australia. In our announcement post, Ryan S states: Currently, Apple Music is only available for Alexa in the US, UK, and Ireland on Sonos and other Alexa-enabled devices. 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.Hi Keith, you have incorrectly ‘answered’ this question. The information you’re looking for is here: https://support.apple.com/en-us/HT209250 can you please explain why I’m having this problem? you have cited an outdated article.

The Apple support article refers solely to Amazon Echo devices.
»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)
A
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Hi there @AussieSonosUserXCX - I am having a hard time finding explicit information from us at Sonos regarding bringing this feature to Australia. In our announcement post, Ryan S states: Currently, Apple Music is only available for Alexa in the US, UK, and Ireland on Sonos and other Alexa-enabled devices. 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.Hi Keith, you have incorrectly ‘answered’ this question. The information you’re looking for is here: https://support.apple.com/en-us/HT209250 can you please explain why I’m having this problem? you have cited an outdated article.The Apple support article refers solely to Amazon Echo devices.

Hi Smilja,

No, it doesn’t. I have extracted the relevant part for you:

Here’s what you need

  • An Apple Music subscription. If you’re not a subscriber, you can join on your iPhone, iPad, or iPod touch, or on your Android device.
  • An Amazon Echo, Amazon Fire TV, or Alexa-enabled Sonos speaker that you already set up with the Amazon Alexa app on your iOS or Android device.
  • The iOS or Android device that you already set up with Alexa. Make sure that you update to the latest iOS and check the App Store to see if there are updates for the Amazon Alexa app. If you use an Android device, check the Google Play Store for any updates to the Apple Music app or Amazon Alexa app.
Notice in the third dot point it says “or an Alexa-enabled Sonos speaker.”
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
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,

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.
Keith N
Userlevel 7
Badge +19
@AussieSonosUserXCX

It's great to hear that Apple has brought Apple Music to work on Alexa in Australia, however as I stated in the Best Answer:

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.
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
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?
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.
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.
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!
J
Badge +1
I’m being told that it isn’t available in my region despite having an Australian Sonos One, Australian Apple Music account, Australian Amazon account with Australian address, and actually being, you know... in Australia.

Bizarrely though - the web address during the linking is throwing up an Amazon.co.jp address - does Amazon/Sonos/Apple somehow think I’m in Japan?!

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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 😞
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