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Sonos will not skip songs with alexa


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Alexa says she cannot play the next song when asked to do so. This is a sonos problem because other alexa devices will skip when asked. Only sonos devices wont skip. Sonos and alexa seem to respond correctly to all.other requests, weather, timer, play music etc.

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Best answer by sames22 16 April 2020, 02:26

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Userlevel 2
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OKAY I THINK I GOT IT. RIGHT NOW THE SITUATION IS RESOLVED FOR ME.

I deregistered my sonos devices with Amazon on BOTH the Alexa App AND in my Amazon prime account. Deregistering on the alexa app is not good enough, deregister with amazon on the web or through their app.

I then uninstalled and reinstalled sonos app for good measure. In the sonos app i selected Amazon as a music service (my sonos is already alexa voice enabled/embedded) from there it asked me to reauthorize the amazon account for music. I had to link my devices to the amazon music account again individually.....so far so good. She is skipping aongs and acting normal...for now.

 

Good luck everyone. 

Sames22, sorry but it still works?

I have tried:

  • delete any amazon accont on my phone (amazon, music and prime video)
  • delete sonos skill on alexa app
  • delete any app amazon
  • delete alexa on my app sonos
  • delete any streaming music service on my app sonos (apple music and amazon music)
  • delete app sonos
  • deregistrer any device sonos on my account amazon (on the web app)
  • delete any permission on apple music for alexa
  • turn off the iphone

waited 15 minutes and:

  • reinstalled the app sonos
  • authorized alexa on app sonos
  • authorized apple music on sonos
  • autorized amazon music on sonos
  • reinstalled amazon app, amazon music app, prime video
  • authorized skill sonos
  • authorized skill apple music

 

but it doesn't work anyway!!!

 

The answer is always the same: “I can’t skip the song”

 

device: Sonos ONE gen2

country: Italy

Phone: Iphone 11

 

I wrote to customer service but I don't think they will help me.

 

 

 

Userlevel 2
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Hello there, I did speak to a senior engineer he is well aware of this issue and infact he has the same problem with his Sonos speakers. He is currently trying to get this resolved but it may take time. He agreed it’s not good enough and it’s happened 2 years ago but it sorted it self out. Now more and more people are having the same problem I believe it’s a priority now. He will contact me once things are rectified. How many devices do you have connected to your amazon Alexa app? Call them again and ask to have a senior engineer to contact you. Please let us know how you get on. I miss the facility to ask Alexa to skip songs etc that was such a great thing. By the way if you ask Alexa to start songs does she play songs after the first song has played?

Userlevel 2
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if i ask to Alexa “start playlist XY” she plays only the first song and then stop. But I noticed that if I start the playlist manually on the sonos app then Alexa quietly changes the tracks. I have come to the conclusion that the problem is in the skill on alexa app.

Userlevel 2
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Yes it all works if you start songs directly from the Sonos app. It’s not a amazon Alexa problem as my Alexa dots work fine it’s 100% a Sonos issue between the music sever and Sonos servers. Do call them Monday 

Userlevel 2
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ok i will. But if it is a problem with server Sonos and Alexa, i don’t think they could help me...

Userlevel 2
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But the more cases they have the more reason they will have to fix the 

Userlevel 2
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But the more cases they have the more reason they will have to fix the 

yes, is true...

I have written an email to customer care to report the problem. They say they will check.

I can honestly return my sonos products by the end of May, in case I will do so.

Userlevel 2
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I may have to do the same. 

Same problem here, just started yesterday when I setup my new Move.  Have tried removing / re-registering Alexa integration multiple times, including checking both the Alexa app and Amazon webpage.  In my case once I remove the speakers from Alexa I can’t find any reference to them remaining on Amazon webpage.

Just sent an email to Sonos support with a diagnostic.

Located in US; using Move, One (x2), Play Base, Sub, Play One (x2)

Looking forward to seeing this resolved by Sonos...

Userlevel 5
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Sonos Alexa won’t skip, or plays one song and stops, Alexa for Sonos can’t resume and is totally unreliable.

 

here we are, April 2020 and Sonos and Alexa is a complete fail. If I hear one more suggestion to install and uninstall the skill I’ll chuck my speaker out the window.

 

Is it the skill devs? Is it the Sonos team? Is it Amazon? Who knows? Because there is zero public communication.

 

Sonos and Alexa is a DISASTER and no one seems to be taking any ownership. 

Userlevel 2
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I’ve only had the Sonos One for a couple of days. Problems with no skip on Amazon Music and Tunein dropout radio stations, but nobody seems to be able to fix or take any serious interest in fixing these issues as these threads are months and months old. Great sound on the speaker, but if they don’t fix these issues soon, It’ll be RMA for sure.

I’ve only had the Sonos One for a couple of days. Problems with no skip on Amazon Music and Tunein dropout radio stations, but nobody seems to be able to fix or take any serious interest in fixing these issues as these threads are months and months old. Great sound on the speaker, but if they don’t fix these issues soon, It’ll be RMA for sure.

 

Rather than complaining in multiple threads it’ll be great you’d provide some useful information about your network configuration, and we might be able to assist.

 

If it’s a specific radio station that drops out, there is nothing Sonos can do about it because it’s the station’s infrastructure that causes the dropouts. There are other radio station aggregators than TuneIn that you can try out, search for them under “Add Music Sources”.

Userlevel 2
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I’ve only had the Sonos One for a couple of days. Problems with no skip on Amazon Music and Tunein dropout radio stations, but nobody seems to be able to fix or take any serious interest in fixing these issues as these threads are months and months old. Great sound on the speaker, but if they don’t fix these issues soon, It’ll be RMA for sure.

 

Rather than complaining in multiple threads it’ll be great you’d provide some useful information about your network configuration, and we might be able to assist.

 

If it’s a specific radio station that drops out, there is nothing Sonos can do about it because it’s the station’s infrastructure that causes the dropouts. There are other radio station aggregators than TuneIn that you can try out, search for them under “Add Music Sources”.


Multiple threads? Two threads one for each problem. Tunein drops out on stations when voice activated, there are multiple threads about this, it works from sonos app, so it seems quite obvious it’s a Sonos problem and nothing to do with my network config, as LBC, BBC etc work on their players. Also Tunein works fine on my PC, Laptop, phone, cheap £25 google mini. Also my radio tuner does not play the correct stations with Sonos One, coupled with the non skipping of Amazon Music these are problems that should have been addressed and fixed a long, long time ago. This is why people pay a premium for their products,as they expect good support and not ridiculous answers like wifi interference when voice activating radio stations for dropout on tunein when it works on all other platforms seamlessly. Unable to skip Amazon tracks, but it’s blame everyone else apart from SONOS. It’s SONOS’s job to fix these problems, not ignore and give people the run around. Fix or quite frankly you can have your speaker back early next week.

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I’ve been having the same issue and the steps listed here did not help.  However as a long shot tech support has be do Factory reset of the amp and then set it back up.    
 

it works again!!!!!    
 

 

Userlevel 5
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I don’t have an amp. Which of my 5 Sonos devices should I wipe? Two have Alexa enabled. Both? At least it sounds like you got some progress. Let us know if it stays fixed, as others have reported less luck after resets and restarts.

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So they had me disable the skill and remove the devices from amazon.   then do a factory reset of all Sonos devices.   After that I just needed to add the Sonos devices back to my account and then add the Alexa skill.  

maybe a bad Sonos update caused the bug.  The reset did a clean install? 

 

I’ll post an update if it stops working  again

Userlevel 5
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When you say you deleted them from Amazon, Do you mean from within the Alexa app you deleted all your Sonos devices? 

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Disable the skill in the amazon alexa app. Then go to amazon.com and then your devices and click “register”. 

Userlevel 2
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Hello fellow Sonos owners, hope you are all well?

Just wanted to know if anyone has had a breakthrough with this current situation? I have tried all ways but no luck. Any more idea would be great. Thanks

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Hello fellow Sonos owners, hope you are all well?

Just wanted to know if anyone has had a breakthrough with this current situation? I have tried all ways but no luck. Any more idea would be great. Thanks

Did the factory reset of the device in combination of the removal of the Alexa skills and registration not work?  
 

if not call tech support.  They will send it to the engineers for further assistance. 

Userlevel 4
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This is what i did without success:

- remove all sonos devices in the Alexa app with the recycle bin

- disable the sonos skill

- remove all Alexa integrations from the Ones in the sonos app

- remove all sonos devices on the amazon website under devices

This did not help. Has anyone additionally reset the Sonos devices to factory setting to get it working? 

 

 

 

Userlevel 4
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Oh look, in the german community Sonos said they are aware of the issue and they are working on a fix. So just wait.

 

https://de.community.sonos.com/amazon-alexa-und-sonos-223393/alexa-kann-nicht-zum-naechsten-song-springen-wenn-sie-selber-eine-wiedergabe-gestartet-hat-6749258

Userlevel 2
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Hello fellow Sonos owners, hope you are all well?

Just wanted to know if anyone has had a breakthrough with this current situation? I have tried all ways but no luck. Any more idea would be great. Thanks

Did the factory reset of the device in combination of the removal of the Alexa skills and registration not work?  
 

if not call tech support.  They will send it to the engineers for further assistance. 

Is your Sonos speakers now doing the skip and play continuous songs now? 
 

Sonos are aware of the problem and it’s getting worse.

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Yes, factory reset fixed the issue.  

Userlevel 4
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Yes, factory reset fixed the issue.  


How much work would that be? And do you think it will work if i try it on one of my speakers first?