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Sonos is online but when I ask to play Spotify it says it's offline.

  • February 5, 2021
  • 3 replies
  • 4757 views
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My Sonos One is connected and works fine (I can play TuneIn stations, Alexa answers all questions I ask, etc.) but when I ask to play something from Spotify it says “The device is offline”.

I tried to deregister and re-register, delete ans re-install the Alexa app and the Sonos app on my phone, but nothing changed.

Another voice command that doesn’t work is when I’m playing music (doesn’t matter if it’s from TuneIn or Spotify) is the “Stop” command. My Sonos chimes but the music doesn’t stop.  

Best answer by Paul A

Hi @GG246.

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.

Please let me know how it goes and keep me posted.

Thanks,

M
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3 replies

Paul A
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  • Paul A
  • Retired Sonos Staff
  • Answer
  • February 5, 2021

Hi @GG246.

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.

Please let me know how it goes and keep me posted.

Thanks,

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  • GG246
  • Author
  • Contributor I
  • February 5, 2021

Thanks, I didn’t follow all of the steps you suggested (signing out of all Amazon apps/pages is “impossible”), but I disabled the skill on Alexa, disabled Alexa on my Sonos One, then I re-enabled them and now it works fine. Thanks for your help, it really helped!

M
Paul A
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Paul A
Forum|alt.badge.img+17
  • Paul A
  • Retired Sonos Staff
  • February 5, 2021

Hi @GG246.

Thanks for the update and immediate response.

I’m glad that we we’re able to get into a resolution with your concern. It may have just been a glitch with the communication handshake between Sonos and the Alexa app. I’m happy to know that everything is now working again. I do hope you continue to love and enjoy your Sonos.

Please do not hesitate to reach out or create a topic if you have any other questions or concerns. Everybody in the community can help you out.

thanks,

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