Alexa only plays one album from Amazon Prime Music

Forum|Forum|8 years ago
March 20, 2018
16 replies
839 views

I have 4 Sonos Ones in my house, all set up at the same time and with the same access to my Amazon Prime music. However one of the units will only play a single album when you ask Alexa to "play music". If you ask her to play any other artist or album she cant find it.
If I go via the Sonos control app i can access all my music and it will play no problem. This appears to be purely an Alexa glitch and i cant seem to solve it. Any suggestions on how to reset Alexa?

Amazon Music

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Best answer by UKMedia

Hi

This is correct, under Settings you should see two devices per Sonos One - one for the Alexa component and one for the physical Sonos speaker.

This issue is very strange and as it is only happening on one of your Sonos Ones I suggest you factory reset that device as per this article:

https://sonos.custhelp.com/app/answers/detail/a_id/1107/kw/factory%20reset

Followed by adding it again from within the Sonos App>Add Player or Sub

Show previous replies

UKMedia

And you followed the steps in section two of 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/index1.html

Remember: Sometimes Red Wine helps :)

Keith N

Sonos Staff

Ok diagnostic number is 1915245220.
It is definitely linking to the other Amazon Music account as my other half only has that one album on her My Music, even though it is logged into my Amazon account. Hey there, FloodMonkey. If that is the case, make sure when you set up Alexa on Sonos, to be fully signed out of all Amazon apps on your mobile device. We've seen instances where Alexa setup will automatically take the credentials from another Amazon app on your device.

Let us know how you get on.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

UKMedia

Okay.

Yes I have a default music service pointing to Amazon Music.

Yes. It would appear that I am linked to the same account in both the Amazon and Sonos Apps.

Yes I can ask Alexa to play a radio station and she plays the last radio station played on Tune In.

I can also go in through the app and play music from my Amazon Prime library by selecting the album. It’s just the voice control which seems stuck.

Just thinking this through some more... Can you check Alexa App>Settings>{Your Sonos One with the issue}>About and confirm that it is Registered to you and not your wife?

Remember: Sometimes Red Wine helps :)

F

FloodMonkeyAuthor

Contributor I

Tried doing Option 2 again. Turning off all links in my partner's iPhone and iPad. Still no change.

Linking through my Kindle Fire (then trying on my macbook again after that failed) after making sure everything was logged out / deleted rooms / Alexa disabled / 10 second power off and still no change.

On my Alexa app there are now 8 Sonos's showing though. 4 are numbered "My name 1 to 4th Sonos Ones". These are registered to me in the Alexa App>Settings>{Your Sonos One with the issue}>About .

The other 4 are listed by the room name and these do not show any registered name in the About page, only the serial numbers.

None of the serial numbers match each other in, either the ones under my name or the room name.

The Alexa App History records that the Bedroom is the same as my first Sonos One.

I also have both sets of devices now registered within my Amazon Account in the Devices.

UKMediaAnswer

Hi

This is correct, under Settings you should see two devices per Sonos One - one for the Alexa component and one for the physical Sonos speaker.

This issue is very strange and as it is only happening on one of your Sonos Ones I suggest you factory reset that device as per this article:

https://sonos.custhelp.com/app/answers/detail/a_id/1107/kw/factory%20reset

Followed by adding it again from within the Sonos App>Add Player or Sub

Remember: Sometimes Red Wine helps :)

Keith N

Sonos Staff

Certainly odd. If you are still having troubles, I'd recommend giving our support technicians a call to troubleshoot in real time. This way they can have a closer look at the Alexa configuration over a remote session. Thanks!

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

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