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Kingdru
Contributor I
May 15, 2019
Answered

Alexa not playing radio or amazon music

  • May 15, 2019
  • 14 replies
  • 5300 views
After updating to sonos 10.2, Alexa has stopped playing radio via Tunein and amazon music. The request is repeated back to confirm but then nothing plays. I have tried disabling the skill in Alexa app, but then I could not re-enable. I removed Alexa voice control from each sonos one and then added it back which also re-enabled the skill in Alexa, but no change.
Any suggestions?
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    Best answer by Jeff S
    Hi folks,

    The previous outage should now be resolved. If you're still seeing issues, please send in a diagnostic report and reply here with the confirmation number.

    14 replies

    Codybj
    Lyricist I
    May 16, 2019
    I'm having the same exact issue which just started today. I can play anything if I start it from the Sonos app but nothing plays if I use Alexa on my Sonos One. It will tell me it's playing Amazon music but no sounds come out, or if I ask for Spotify it says "sorry that device isn't connected". I tried removing Alexa from the Sonos One and disabling the Sonos skill from the Alexa app, then adding both back. It didn't help the problem at all.
    Guyincognito76
    Guyincognito76
    Prominent Collaborator I
    May 16, 2019
    Me too, but only on my Play 1s that are the preferred speaker for an Echo Dot. Beam and Ones are fine.

    Apple Music also repeats the command then nothing plays; Spotify repeats command and then says Sonos is offline.
    barkiechan
    Lyricist III
    May 16, 2019
    It appears to be a system outage with Alexa, Google Assistant and Spotify. Spent the last hour restarting router, reinstalling Alexa, Sonos and Spotify app until I decided to check the live status..

    https://status.sonos.com/

    Codybj
    Lyricist I
    May 16, 2019
    Thanks, Barkiechan. Sonos staff should have pinned that to the top of the forum instead of allowing us all to waste our precious time.
    KingdruAuthor
    Contributor I
    May 16, 2019
    Thanks barkiechan. All working again this evening. It would have been good for Sonos to highlight these things rather than wasting time trying to fix something that cannot be fixed at our end.
    SirMarkyMark
    Contributor I
    May 16, 2019
    We have just got back from holiday. I noticed the app had updated while away. As soon as we tried out Sonos 1’s Alexa would acknowledge our voice to play music but then nothing. It will play from app. But not voice.
    mickl
    Contributor I
    May 16, 2019
    I have the same problem. Also unable to use basic Alexa controls on a local music playback eg skip/next and pause.

    Have factory reset the Sonos one's and get the same thing.
    Rhp
    Lyricist III
    May 17, 2019
    My problem is different. As of today amazon music mp3 recordings that I purchased won’t play on sonos. Amazon streaming music does play. Neither amazon nor sonos can figure it out. Amazon mp3 plays fine on Alexa app. MP3 plays fine on google app.
    UKMedia
    UKMedia
    May 17, 2019
    Thanks, Barkiechan. Sonos staff should have pinned that to the top of the forum instead of allowing us all to waste our precious time.
    They have! Please look at the top of the thread on the right hand side is the link to the Status page. 🙂
    Remember: Sometimes Red Wine helps :)
    Jeff S
    Jeff SAnswer
    Retired Sonos Staff
    May 17, 2019
    Hi folks,

    The previous outage should now be resolved. If you're still seeing issues, please send in a diagnostic report and reply here with the confirmation number.
    Help others find useful content by clicking the like button and selecting the best answer to your question.
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