Sonos One (2nd (Gen) not playing more than one track before stopping

  • 21 July 2020
  • 5 replies

I have a Sonos One (Gen 2) which worked fine when first set up but now only plays one track from an album from Amazon music rather than the whole album as previously. Also when asked to play a particular radio station, this is fine but when asked to stop, it doesn't as it used to always. Even when asked to play a playlist from Amazon music, it now only plays one track?

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5 replies

Userlevel 5
Badge +16

Hi @Blunny.

Thanks for reaching out and welcome to the community!

Sorry to hear about that trouble, let me help you and figure this out.

When it’s currently happening, can you follow the steps here to send a diagnostic through the Sonos app, and reply with the confirmation number.

I will review your system further and it will also help in identifying what's causing the issue.


If you have any other questions or concerns, don’t hesitate to reach out.

Thanks for your help our confirmation

number is 1033270673



Userlevel 5
Badge +16

Hi @Vardy1974.

Thanks for the response and for submitting the diagnostics.

Upon checking on the reported diagnostic it shows that you have the Amazon Alexa voice.

The system also detected some transport errors and most often it is due to wireless interferences.


I’d recommend the following steps based on the order it is provided:

  • Log out of ALL Amazon-related apps which are and not limited to the following. (Amazon Prime, Amazon Shopping, Amazon Alexa, etc.) 
  • Open the Amazon Alexa app and disable the Sonos Skill.
  • De-register any Sonos product on the Alexa App.
  • Open the Sonos App.
  • Remove the Alexa Voice service.
  • Force close Sonos app.
  • Force close the Alexa App.
  • Reopen the Sonos App. Add Alexa as voice service.
  • Open Alexa app Add Sonos as skill
  • Register Sonos speaker
  • Add music service.
  • Test to check if it works. If not, please catch another diagnostic.


Let me know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

Good Morning,

We have finally got round to doing what you asked and now we are left with a Sonos that doesn’t work at all.

we reset set every App and the Sonos . Reloaded everything synced music and voice with Alexa and now it doesn’t play anything.

Alexa reacts to the command in voice only.

So fed up with this. This unit cost us a lot of money and we chose it over the echo dot because the performance was supposed to be better, if only that was the case.



‘We reset every app and the Sonos’.  Do you mean factory reset?  If so, then that wasn’t suggested.  Is that what you did?