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Sonos won't play when i ask alexa to play?

  • April 10, 2018
  • 39 replies
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39 replies

UKMedia
  • UKMedia
  • April 12, 2018
Only Sonos staff can investigate.
Remember: Sometimes Red Wine helps :)
M
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  • michael319
  • Author
  • Avid Contributor I
  • April 12, 2018
Only Sonos staff can investigate. anyway to alert them to this?
UKMedia
  • UKMedia
  • April 12, 2018
Done 🙂
Remember: Sometimes Red Wine helps :)
    M
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    • michael319
    • Author
    • Avid Contributor I
    • April 12, 2018
    would deleting the actual device from the smart home tab in amazon alexa and adding it back help?
    UKMedia
    • UKMedia
    • April 12, 2018
    Yes you could try that but I thought you had tried section 3 of the steps I've listed in the Answer to this post:

    https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126
    Remember: Sometimes Red Wine helps :)
    M
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    • michael319
    • Author
    • Avid Contributor I
    • April 12, 2018
    Yes you could try that but I thought you had tried section 3 of the steps I've listed in the Answer to this post:

    https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126    i did try that but never deleted the actual speakers from smart home list. I just removed Alexa from them in Sonos app. . Disabled the skill. Reenabled the skill and then did discover devices. Maybe it will work.
    M
    • mprice06
    • Lyricist I
    • April 12, 2018
    I had this same thing happen a couple weeks ago. Mine was resolved through the Sonos app my app and speakers needed to update.
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    • michael319
    • Author
    • Avid Contributor I
    • April 12, 2018
    I had this same thing happen a couple weeks ago. Mine was resolved through the Sonos app my app and speakers needed to update.I updated the Sonos app. Pretty sure speakers are too
    M
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    • michael319
    • Author
    • Avid Contributor I
    • April 12, 2018
    Yes you could try that but I thought you had tried section 3 of the steps I've listed in the Answer to this post:

    https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126    I did step 3 the only step i can't do is step 3.6/ In the Sonos app, Select Manage>Add a player or sub' and add the Sonos One's again. This will complete the set-up process again;

    The speakers are already listed in the sonos app and they are already online. when i clicked set up it said to wait for a green light on the speaker which i never got.

    I don't get it. It keeps saying enable sonos skill. The skill is enabled and linked to the same email i am using on my sonos app. so strange.
    Jeff S
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    • Jeff S
    • Retired Sonos Staff
    • Answer
    • April 12, 2018
    I have music playing on my sonos via the sonos app. But sometimes when i ask alexa to play it will say hmm. you''ll have to enable the skill, but yet if i then go into the actual sonos app and press play it works.

    why does alexa not always play and pause when i ask it, even if music is showing as paused on the app?

    Hi michael319,

    Thanks for sending in the diagnostic report. I think it would be best to have our phone team take a look at this issue live. Please give us a call and we'll hep get things working. You can find our phone number here.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
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      • michael319
      • Author
      • Avid Contributor I
      • April 12, 2018
      Yes you could try that but I thought you had tried section 3 of the steps I've listed in the Answer to this post:

      https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126      do I need to do a factory reset?
      M
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      • michael319
      • Author
      • Avid Contributor I
      • April 12, 2018
      so i actually had 2 sonos accounts. idk how that happened. the one i post on here is different than the one i use on my sonos app, but i made sure the sonos skill logged into the same sonos account that is used on my app.
      UKMedia
      • UKMedia
      • April 12, 2018
      so i actually had 2 sonos accounts. idk how that happened. the one i post on here is different than the one i use on my sonos app, but i made sure the sonos skill logged into the same sonos account that is used on my app.

      Are you all sorted now?
      Remember: Sometimes Red Wine helps :)
      M
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      • michael319
      • Author
      • Avid Contributor I
      • April 12, 2018
      so i actually had 2 sonos accounts. idk how that happened. the one i post on here is different than the one i use on my sonos app, but i made sure the sonos skill logged into the same sonos account that is used on my app.

      Are you all sorted now?       still stops working after a bit. The guy in customer service says it probably goes in active. But sheesh it was only on pause for 10 to 15 minutes it should be able to play if I ask Alexa.

      All my accounts are same. Same Sonos account is the one the skill is enabled too. Plus it works if I ask Alexa to turn on lights. Must be something with inactivity. IDK.
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