Contributor I

Answered

Alexa will not stop playing or pause

Forum|Forum|7 years ago
August 3, 2019
94 replies
27141 views

I have a Sonos Beam in my living room in a group with two Gen 1 Sonos One speakers and a Sonos Sub. I have had Alexa enabled since I initially setup this system.

All had been working well but suddenly, Alexa will not stop or pause playing by voice command. I can say "Alexa, play NPR" and it will respond properly. I can say "Alex Louder" and "Alex Lower" and the volume will adjust. But when I say "Alexa Stop" (which is what I've been saying since day one) or "Alexa Pause" it will simply make the command chime and keep playing.

Also, the Beam is working properly but in the Sonos app, I don't specifically see the Beam listed as a speaker. I think it might simply be labeled "Living Room?" I'm not sure if I should see the Beam specifically?

I tried to remove Alexa and reactivate it but I got completely confused and I'm not sure what I accomplished.

I'm now back to square one, with the same symptoms as described above.

I have an Echo Dot in another room that responds normally to Stop and Pause commands.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Best answer by UKMedia

Best option first is to Disable the Sonos Skill and then Enable it again in the Alexa App. If the problem persists, please power down the Beam for 5 secs and then power back on.

If the second option works, I suggest that you open the settings web page for your router and reserve the IP address for your Sonos devices. (I normally reserve the range 192.168.0.200 and above for my Sonos devices.)

Show previous replies

D

daniemuse

Lyricist I

I’m having the same issue with a twist. At first I thought Alexa wasn’t skipping songs at all, but then I realized it’s just when I use Google Play that anything besides stop and start does not work.

Alexa voice commands work flawlessly with my Sonos playlists. But I primarily use google play and ever since I did the latest system update voice commands for play previous, repeat or skip a song no longer works for Google Play.

I tried all of the troubleshooting suggested and the issue persists. I’ll submit a diagnostic, but I thought I would post it in hope of anyone else having and/or solving this particular issue

T

Trisse123

Lyricist I

Hi!

My Sonos One does not respond to anything that belongs to stopping or pausing playback.

I have read the whole topic about that Problem and I tried everything, even resetting my One entirely.

Could someone please help me, Sonos devs?

I now Uploaded a diag -> 1329131319

T

Trisse123

Lyricist I

Hi!

My Sonos One does not respond to anything that belongs to stopping or pausing playback.

I have read the whole topic about that Problem and I tried everything, even resetting my One entirely.

Could someone please help me, Sonos devs?

I now Uploaded a diag -> 1329131319

Ok i now completely disconnected my One from Alexa app and from Sonos.
I then uninstalled both apps and resetted my One.

I actually got two One’s. I then installed them both at the same step freshly in sonos app.

I connected amazon music and alexa in the Sonos app.

I installed alexa app and activated the sonos skill and let it discover my devices.

At first only one “One” was found but after a second search i found my second One.

Now Alexa works fine (Play, Stop, etc).

(Im from Ger, so my commands are in german lang)

Im scared of rebooting my One’s because im expecting that Stop-Problem to come back..

If i do not reply within the next couple hours, this can be considered solved! (at least for me)

F

FrenchMetalMonkey

Lyricist III

Got worse for me: Alexa won’t play music either now… this happened after I submitted my diagnostics.

Will Sonos get in touch on this forum?

jgatie

Got worse for me: Alexa won’t play music either now… this happened after I submitted my diagnostics.

Will Sonos get in touch on this forum?

You have to post the reference number here for them to get back to you.

F

FrenchMetalMonkey

Lyricist III

I have, 2 days ago. How long does it usually take them to get back to customers?

Jeff S

Retired Sonos Staff

Got worse for me: Alexa won’t play music either now… this happened after I submitted my diagnostics.

Will Sonos get in touch on this forum?

Hi there,

I took a look at your diagnostic report but the reason for this issue is still unclear. I don’t see any obvious errors which would explain it. I think it would be best to troubleshoot this live with our phone team. Please call us up, our number’s here.

Help others find useful content by clicking the like button and selecting the best answer to your question.

F

FrenchMetalMonkey

Lyricist III

Ok, will do

F

FrenchMetalMonkey

Lyricist III

@Trisse123, thank you so much for your advice!!

Here is what I did for 2 hours this morning:

Switched off all Sonos devices
Disconnected all devices from internet Router (wired and wireless)
Factory reset Bridge, Connect and one of my One’s
Forgot all Sonos devices from https://alexa.amazon.co.uk/
Deleted Alexa and Sonos apps on iPhone
Restarted Router
Restarted Bridge and connected it to Router via ethernet
Downloaded Sonos mobile app
From the mobile app:
- Set up a new system
- Added the Bridge first
- Added the Connect second ... with difficulties !!!
- Registered the two products to Sonos account
- Added the One
- Registered the One to Sonos account
- Skipped true play tuning
- Added Alexa service to One
- Downloaded Alexa app

In Alexa app:
- Signed in
- Deregistered all Sonos devices
- Disabled then enabled Sonos skill

… and it didn’t work … “I have trouble understanding right now” …

Made myself a cup of tea, took a deep breath, removed the Sonos skill from my One, disabled and enabled the Sonos skill again, and finally Alexa was added to my One again.

Then I added Spotify to Sonos and Alexa again.

“Alexa, play music in Dining”: worked

“Alexa, stop in Dining”: worked - HOORAY!!

“Alexa, play Crooked Rain” … “Playing Crooked Rain, Crooked Rain from Spotify”: worked

“Alexa, stop”: worked - HOORAY again!!

Factory reset all other devices, added them one by one to the Sonos system, grouped them as they were before… It all works.

Thank you Trisse123!!

S

swalterd

Lyricist I

Just got a Sonos one today and I have the exact same problem with Alexa. She will play NPR but will not stop with any combination of cancel, stop or pause. I have tried removing the skill, disconnecting Alexa in the Sonos app and restarting the speaker to no avail. Very annoying for a first time use of the product. I am glad I found this forum post via google search. I have uploaded diagnostics with id 776055293. I hope I can get some help and get this fixed. If not I will just return it and move on.

Show more replies

Sign up

Login to the community