Alexa does not work with my new Sonos Port

Hey @Cannonball1227, thanks for the post and welcome to the Sonos Community.

I understand that is seems like Pandora plays audio for about a song then quits. It also seems that you aren’t having this issue with other services.

Would it be possible to provide me with a diagnostic report of your Sonos  system? After replying with the confirmation number, I would be happy to take a look further into the system..

Confirmation number 130060232

When the music stops, does the Port itself stop playing audio? As it seems that you are using the Echo to command the Sonos units to play and the issue is staying with the third-party voice service.

Are you able to reboot all of these players? The only errors I am seeing on the diagnostic have to do with the DNS server. 

Additionally, how exactly are you asking Alexa to play Pandora? Are you a premium user of Pandora? 

Adam,

When I use the Echo to turn on the tuned in radio everything works fine and plays a long time

When I use the Echo to play Pandora it selects it fine and starts the play, then about 1-3 min it stops

When I use my phone app to turn on Pandora on the Move it plays fine….

Everything worked fine with my older connect but rebooting the move and the Echo has not changed anything.

I ask Alexa " Alexa Play Pandora in Office” and she replied “playing 80’s alternative radio in office”, and it turns on. I have the Move named Office because thets the stereo it is connected to. I dont know why it stops or what is giving a stop playing Pandora command to the move because it simply stops playing. However this does not happen using the app on our phones. And it will not happen when I ask Alexa to play tuned in radio… same devices different channel or command one works the other works then stops

Doug

HI Cannonball1227

Not exactly sure what you mean by this statement... "I have the Move named Office because thets the stereo it is connected to”. The Move doesn’t physically connect to anything. 

I suggest you try this:

1. Make sure your Move is on the charging ring and connected to your Wi-Fi
2. Sign out of your Pandora Account
3. Delete the Pandora Skill from Alexa
4. Sign out of Alexa
5. Delete the Alexa App and reinstall it
6. Sign into Alexa
7. Sign into your Pandora account
8. Setup the Pandora Skill in Alexa
9. Test Pandora using the Alexa voice command to Play on your Move (Office)

Let us know how things sort out.

Cheers!

Im sorry, I meant the Port. I have a play bar named “Show room” and the Port is renamed “Office”.

I dont have an Alexa App.

The Sonos app on my phone works fine controlling tuned in radio and Pandora

When I use my Echo it controls the Port fine using Tuned In radio and it will play for hours, but when I have Alexa turn on the Pandora from the echo the Pandora stops playing after half a song… I can turn it on with my app and it plays until I stop it . I have completely reconfigured the Echo twice. I didnt have this issue with the Connect is had in this same location for 2 years, I upgraded to the Port and have not been able to get it to work with the Echo controlling Pandora since. But it controls Tuned in Radio just fine, and thats the crazy part.

Upon looking a little deeper at the diagnostic you have submitted, I do see that you may wirelessly connecting to an access point. Is that the case?

The port is receiving a weaker signal than the Playbar and I would like to know how the communication line is functioning when a Sonos unit is hardwired directly into the Arris router. 

Following this test, please respond with a diagnostic number so I am able to take a look. Thanks again for the follow up!

The Port is sitting right where the Connect used to be, on the same shelf as the Arris router literally 6” away from the wireless router on the same rack shelf. I now have it connected to the network switch directly. The Playbar is 30’ away from the router in another room. The Echo is not hard wired and about 15’ away in the next room. the diagnostic # is 1696046980

Is the issue present when hardwired to the switch?

If so, You would need to connect to the router and not the switch.

I want you to bypass any layers that may stand between Sonos and the network.

Hardwiring into the router directly and not the switch would be our step moving forward.

Alexa is unable to play many of my saved saved radio stations in Pandora in office (the Port) I am however able to play them and see all of them with my sonos app on my phone. I can instruct Alexa to play radio stations on tuned in radio on the Port just fine, but when I ask “Alexa Play adult contemporary radio on Pandora in office” something totally different plays and will be a repeatable issue. If I ask “Alexa play 80’s alternative radio on Pandora in office” it plays that station from my station list just fine….. 

Now as for the wiring to the router…. I have only one port out on the router, if I wire the Port directly to the router how do I then wire the rest of my network to the router? AND if the new Port is right next to the router and WIFI access and you say the WIFI connection is poor on the port why does the Playbar which is in a completely different room 30’ away have a better connection on the WIFI than the new Port? The old Connect worked just fine in this same location using only WIFI

Music however played fine for 2 hours connected to the Switch, And it has also been staying playing now with the Port’s hard wired Lan disconnected and back on WIFI for the last hour too, So I dont really think this is a Hard wire connection issue to the router…..

the entire Sonos system the Playbar and Port are both on WIFI the old Connect was on WIFI as well for over 2 years. I find it strange the the New Port will not work in this same configuration using WIFI only 6” from the WIFI Router.