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MasonWorld
Contributor I
January 28, 2018
Answered

Alexa says she is playing "On Kitchen" but no sound comes out

  • January 28, 2018
  • 20 replies
  • 79907 views
Hey there;

I have a house full of echos, dots and sonos speakers. In general, my Alexa Sonos skill is not working well.

For example, I have two Play Ones paired in my kitchen as "Kitchen".

When I say, "Alexa, play Billy Joel in the Kitchen" she says "Shuffling songs by Billy Joel on Kitchen" -- but no music plays in the Kitchen. She thinks she is streaming....

I have deleted all my smart devices, and reinstalled, etc. Not sure where to go from here.

I was hoping you guys might have some troubleshooting suggestions.

Thanks,
Mark
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Best answer by Keith N
Hey there, Mark. Thanks for posting. When users describe problems where Alexa goes silent, I recommend checking out this helpful article written up by Edward R that outlines common resolutions for problems with Alexa on Sonos.

If you are still having trouble after going through that article, I'd suggest giving our support technicians a call to troubleshoot this in real time. They are able to walk through alexa.amazon.com with you to ensure Alexa is setup with Sonos properly.

20 replies

Keith N
Keith NAnswer
Sonos Staff
February 1, 2018
Hey there, Mark. Thanks for posting. When users describe problems where Alexa goes silent, I recommend checking out this helpful article written up by Edward R that outlines common resolutions for problems with Alexa on Sonos.

If you are still having trouble after going through that article, I'd suggest giving our support technicians a call to troubleshoot this in real time. They are able to walk through alexa.amazon.com with you to ensure Alexa is setup with Sonos properly.
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
UKMedia
February 1, 2018
Hey there;

I have a house full of echos, dots and sonos speakers. In general, my Alexa Sonos skill is not working well.

For example, I have two Play Ones paired in my kitchen as "Kitchen".

When I say, "Alexa, play Billy Joel in the Kitchen" she says "Shuffling songs by Billy Joel on Kitchen" -- but no music plays in the Kitchen. She thinks she is streaming....

I have deleted all my smart devices, and reinstalled, etc. Not sure where to go from here.

I was hoping you guys might have some troubleshooting suggestions.

Thanks,
Mark

Hi Mark

In addition to Keith's comments, this type of issue is normally down to one of three things:

1/ Duplicate device names - Alexa prefers that names for Devices, Groups and Scenes are unique,
1.1/ Please open up the Alexa App>Smart Home and make a note of any duplicate device names;
1.2/ You can then change them in the source app. e.g. Use the Sonos App to change the name of Sonos players. (I personally use the naming standard Room Name + Device type. e.g. Kitchen Sonos, Kitchen Echo Dot, Lounge Sonos, etc)
1.3/ Once you have changed any duplicate names then please open the Alexa App on a PC (https://alexa.amazon.co.uk or https://alexa.amazon.com)>Smart Home>Devices and select 'Forget All' followed by 'Discover'. NOTE: This will remove ALL Actions from ALL Alexa Routines! (Only the PC version has this functionality.)

2/ Some form of Account Linking or Authorisation has not completed successfully. There are a number of causes for this and it's best to try these steps 1 at a time and test before moving on to the next step if the problem persists:
2.1/ Open the Alexa App>Skills>Your Skills>Sonos and 'Disable' followed by 'Enable';
2.2/ Ensure that you don't have multiple Amazon accounts logged into different Apps on your device, as this can confuse the Amazon Authorisation. If yes, then please log out of the other accounts and then complete step 2.1 again;
2.3/ If the problem still persists, please logout of all Amazon accounts then select the Alexa App>Skills>Your Skills>Sonos and 'Disable. Now power down all Sonos devices for 10 secs, allowing for any wired devices to boot before booting the remaining Sonos players. Now log back into the Alexa App>Skills>Sonos and 'Enable'

3/ If the problem persists then an entire reset of the Authorisation & Account Linking process is required:
3.1/ In the Alexa app, select Skills>Your Skills>Sonos and then 'Disable';
3.2 In the Alexa app (PC version), select 'Smart Home>Devices'. Now select 'Forget All' at the bottom of the screen;
3.3/ In the Sonos app (Android or iOS), select Settings>Room Settings and for each of the Sonos One's sign into 'Voice Services' and select 'Remove Amazon Alexa from this Room';
3.4/ If you have any wired Sonos devices, please power down for 10 secs and then switch on and wait for it to boot;
3.5/ Now power down all other Sonos Players for 10 secs then switch them back on and wait for them to boot;
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;
3.7/ In the Alexa app, select Skills>Your Skills and ensure the Sonos skill is 'Enabled', if not please 'Enable';
3.8/ In the Alexa app , select Smart Home>Devices>Discover. Ensure that your Sonos One's are displayed correctly and not shown as 'Off Line'.
3.9/ Also check one last time that there are no devices with the same name. Remember, if there is a need to rename any then you'll need to select 'Discover' again.

Let us know how you get on.
Remember: Sometimes Red Wine helps :)
    JCK2018
    Contributor I
    February 8, 2018
    Thank you - I will try these steps when I get home.
    mrchew007
    mrchew007
    Lyricist II
    February 22, 2018
    Ok so today I have no BBC radio 2 or 5 playing on my Sonos One via Alexa or tune in - any clues? Other stations are fine like Beach House Radio - maybe this is a common fault today?
    UKMedia
    UKMedia
    February 23, 2018
    Ok so today I have no BBC radio 2 or 5 playing on my Sonos One via Alexa or tune in - any clues? Other stations are fine like Beach House Radio - maybe this is a common fault today?

    There is an Amazon-TuneIn issue I believe.
    Remember: Sometimes Red Wine helps :)
      dasym
      Prominent Collaborator II
      February 23, 2018
      Ok so today I have no BBC radio 2 or 5 playing on my Sonos One via Alexa or tune in - any clues? Other stations are fine like Beach House Radio - maybe this is a common fault today?I had this but it’s fixed now. Do you still have the problem?
        mrchew007
        mrchew007
        Lyricist II
        February 24, 2018
        Yeah it's fixed! Just checked - having given up and using Sonos-only lol
          heynowjerry
          Avid Contributor III
          April 24, 2018
          Hey UK,

          trying this on Play 1's, so step 3.3 isn't showing for me.
          ANy suggestions?


          3/ If the problem persists then an entire reset of the Authorisation & Account Linking process is required:
          3.1/ In the Alexa app, select Skills>Your Skills>Sonos and then 'Disable';
          3.2 In the Alexa app (PC version), select 'Smart Home>Devices'. Now select 'Forget All' at the bottom of the screen;
          3.3/ In the Sonos app (Android or iOS), select Settings>Room Settings and for each of the Sonos One's sign into 'Voice Services' and select 'Remove Amazon Alexa from this Room';
          3.4/ If you have any wired Sonos devices, please power down for 10 secs and then switch on and wait for it to boot;
          3.5/ Now power down all other Sonos Players for 10 secs then switch them back on and wait for them to boot;
          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;
          3.7/ In the Alexa app, select Skills>Your Skills and ensure the Sonos skill is 'Enabled', if not please 'Enable';
          3.8/ In the Alexa app , select Smart Home>Devices>Discover. Ensure that your Sonos One's are displayed correctly and not shown as 'Off Line'.
          3.9/ Also check one last time that there are no devices with the same name. Remember, if there is a need to rename any then you'll need to select 'Discover' again.

          Let us know how you get on.[/quote]
          heynowjerry
          Avid Contributor III
          April 25, 2018
          Using 2 Play 1's and a Playbase,
          Following the instructions below, and the 3 devices show up upon Power-up, so i dont have the ability to Re-register the devices.

          Thanks again.

          Hey there;

          I have a house full of echos, dots and sonos speakers. In general, my Alexa Sonos skill is not working well.

          For example, I have two Play Ones paired in my kitchen as "Kitchen".

          When I say, "Alexa, play Billy Joel in the Kitchen" she says "Shuffling songs by Billy Joel on Kitchen" -- but no music plays in the Kitchen. She thinks she is streaming....

          I have deleted all my smart devices, and reinstalled, etc. Not sure where to go from here.

          I was hoping you guys might have some troubleshooting suggestions.

          Thanks,
          Mark

          Hi Mark

          In addition to Keith's comments, this type of issue is normally down to one of three things:

          1/ Duplicate device names - Alexa prefers that names for Devices, Groups and Scenes are unique,
          1.1/ Please open up the Alexa App>Smart Home and make a note of any duplicate device names;
          1.2/ You can then change them in the source app. e.g. Use the Sonos App to change the name of Sonos players. (I personally use the naming standard Room Name + Device type. e.g. Kitchen Sonos, Kitchen Echo Dot, Lounge Sonos, etc)
          1.3/ Once you have changed any duplicate names then please open the Alexa App on a PC (https://alexa.amazon.co.uk or https://alexa.amazon.com)>Smart Home>Devices and select 'Forget All' followed by 'Discover'. NOTE: This will remove ALL Actions from ALL Alexa Routines! (Only the PC version has this functionality.)

          2/ Some form of Account Linking or Authorisation has not completed successfully. There are a number of causes for this and it's best to try these steps 1 at a time and test before moving on to the next step if the problem persists:
          2.1/ Open the Alexa App>Skills>Your Skills>Sonos and 'Disable' followed by 'Enable';
          2.2/ Ensure that you don't have multiple Amazon accounts logged into different Apps on your device, as this can confuse the Amazon Authorisation. If yes, then please log out of the other accounts and then complete step 2.1 again;
          2.3/ If the problem still persists, please logout of all Amazon accounts then select the Alexa App>Skills>Your Skills>Sonos and 'Disable. Now power down all Sonos devices for 10 secs, allowing for any wired devices to boot before booting the remaining Sonos players. Now log back into the Alexa App>Skills>Sonos and 'Enable'

          3/ If the problem persists then an entire reset of the Authorisation & Account Linking process is required:
          3.1/ In the Alexa app, select Skills>Your Skills>Sonos and then 'Disable';
          3.2 In the Alexa app (PC version), select 'Smart Home>Devices'. Now select 'Forget All' at the bottom of the screen;
          3.3/ In the Sonos app (Android or iOS), select Settings>Room Settings and for each of the Sonos One's sign into 'Voice Services' and select 'Remove Amazon Alexa from this Room';
          3.4/ If you have any wired Sonos devices, please power down for 10 secs and then switch on and wait for it to boot;
          3.5/ Now power down all other Sonos Players for 10 secs then switch them back on and wait for them to boot;
          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;
          3.7/ In the Alexa app, select Skills>Your Skills and ensure the Sonos skill is 'Enabled', if not please 'Enable';
          3.8/ In the Alexa app , select Smart Home>Devices>Discover. Ensure that your Sonos One's are displayed correctly and not shown as 'Off Line'.
          3.9/ Also check one last time that there are no devices with the same name. Remember, if there is a need to rename any then you'll need to select 'Discover' again.

          Let us know how you get on.
          heynowjerry
          Avid Contributor III
          April 25, 2018
          Disregard previous post. Solved. Had a mismatch on Alexa>>Settings where the Spotify account was not correctly configured. All good.
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