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voice controls fail. says ‘now playing…’ but nothing cones out.


I have 3 Sonos One and a Beam. All been fine until last few days. 
 

Now asking either Alexa or Sonos voice to play my music or BBC radio one - says ‘now playing..etc’ but then nothing plays. Have disconnected, reconnected, rebooted etc and the only thing that works is controlling via the app. 
 

very frustrating- any ideas?

Best answer by Benjimon

I got through to Sonos support, and we managed to fix this quite quickly. 
 

Try: Open the ALEXA App and disable the Sonos skill, and the BBC skill. Then re-enable both, and try again. 

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7 replies

Airgetlam
  • 41815 replies
  • August 3, 2024

It sounds like the command isn’t reaching the system properly, or the activation isn’t being sent back to Sonos properly. Given that you have rebooted both the speakers and the router, I suspect your best bet is to submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.


  • Author
  • Contributor I
  • 2 replies
  • August 4, 2024

Thanks Bruce will give that a go in the week when the support desk is open. 


Airgetlam
  • 41815 replies
  • August 5, 2024

I’d be interested to hear back what resolves the issue!


I have exactly the same issue …I can play bbc radio 4 through the Sonos app…but if I ask Alexa on my Sonos on she says she’s playing it …but no sound. Even if I “ask bbc sounds” I get the BBC sounds voice asking me what I want to listen to…and then I ask for radio 4 and again nothing comes out….mmmm


  • Author
  • Contributor I
  • 2 replies
  • Answer
  • August 14, 2024

I got through to Sonos support, and we managed to fix this quite quickly. 
 

Try: Open the ALEXA App and disable the Sonos skill, and the BBC skill. Then re-enable both, and try again. 


Benjimon wrote:

I got through to Sonos support, and we managed to fix this quite quickly. 
 

Try: Open the ALEXA App and disable the Sonos skill, and the BBC skill. Then re-enable both, and try again. 

Thanks for this…I did exact;y as you suggested and it’s all working now….brilliant. 👏👏👏👏👏


  • Lyricist I
  • 1 reply
  • October 13, 2024

Anyone having Alexa problems where all appears ok  and acknowledges request but won't implement. I discovered Alexa was connected to my Sons account which we share. Soon as I Said “Alexa switch to (my named account) all was well. Hope this helps others. 


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