Question

Persistent issue w/ Alexa not playing music from Spotify despite troubleshooting

  • 16 October 2020
  • 1 reply
  • 153 views

Having a persistent issue (despite troubleshooting) with Spotify + Sonos. I started experiencing the issue wherein using a voice command to my Sonos One or Beam resulted in Alexa acknowledging the command correctly but then not playing the music (for example “play some jazz”, Alexa responds “Playing Jazz”, but then silence...). Interestingly, while this happens with Spotify (my default music source), when I ask for a radio station (which is streamed by iHeartRadio), it has always worked perfectly without a single exception.

 

I followed the pinned article’s troubleshooting instructions last night (used Amazon web interface to deregister all speakers, removed voice assistant in Sonos app, then re-added it, etc), and this did solve the problem...but only temporarily. This morning only 12 hours later, I again asked to play music, and again Alexa responded as expected, but music did not start.

 

This seems to be a persistent bug; anything that can be done / are others experiencing this? I don’t think it’s reasonable to expect users to continually de-register and re-register speakers.

 

FWIW - all speakers + controller apps using latest software


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1 reply

Userlevel 5
Badge +16

Hi @eab6287, thank you for reaching back to the Sonos Community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this.

I'd like to ask some questions to isolate the issue so we can create a path towards resolution.

  • Do you use your Amazon account in another home or location?
  • Are you getting an error when you asked Alexa to play music?
  • When you ask Alexa about time and the weather, did she respond correctly?

Let me suggest the following steps to see if this would work for you. I know that you have performed the troubleshooting below, it would be best to follow it step by step.

  1. Open the Alexa app on your iOS or Android device.
  2. Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill.
  3. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device.
  4. Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa.
  5. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
    • To sign out of the Amazon mobile app:
      • On Android devices, open the app and tap Menu > Your Account > Sign Out.
      • On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > "Not [name]?"
  6. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
  7. Once completed, try giving Alexa another command.

If you're still having the same issue after checking the steps above, I recommend contacting our Sonos Customer Care support to remotely connecting to your device to further assist you with this and to provide the best option for you.

Note: We are experiencing a Spotify playback issue at the moment. You may check the status on this link https://status.sonos.com/

Please feel free to reach out in the future if you have any other questions.

You're always welcome here.