Have to ask twice to play Spotify music

Hey @Corry P, 

You mentioned that hardware probably wasn’t my issue, so I am wondering if there are any other fixes I can try until Sonos gets this figured out? In the last two years, Sonos has gone from a product I love to one that frustrates me daily. At this point, I’m more surprised when it works on the first try than I am when it doesn’t. I’m told there are known issues with WiFi extenders, but just about everybody into technology uses those these days. That’s not really a workable problem for us. If Sonos can’t make my products work, what is my recourse to get out of this system? Would you buy back my products, since they don’t work for my intended use? Your casual answer of “it will be fixed in a future update” doesn’t exactly give me confidence. What’s going on and when can I expect it to be fixed? 

Frustrated in Minneapolis

Hi @Maxamillion 

Have you tried the steps outlined here?

If you haven’t done so already, I also recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system. This way, we can confirm that the issue you experience isn’t caused by environmental factors.

WiFi extenders are not supported by Sonos because they half the bandwidth of a connection and often don’t pass multicast packets without converting them to unicast. In cases where a customer needs better WiFi coverage, we recommend Mesh WiFi systems or multiple Wired Access Points. Alternatively, or additionally, you can connect a Sonos product to ethernet and your whole Sonos system will create a mesh just for themselves - this can often circumvent configuration issues. 

If your products are within their Money Back Guarantee period, we’d be happy to refund you if you purchased directly from us.

As already mentioned, I cannot give you a date as to when a software fix will be available.

I don’t know if anyone else has tried recently, but this issue appears to be fixed for me. I’m not sure if it was the 13.1.1 update that did it or something else. 

But this morning I was playing music from Spotify through the Sonos app, and I then asked Alexa to play a different song - she played it fine.

I also tested to see if Spotify Connect worked first time after playing through the Sonos app - and it did.

I too has had this issue with My Sonos Amp since S2 was released. 

The new update fixed it for me as well :-)

Thanks! 

Hi Corry,

It’s been a few months, any update on this. I just went through and removed Sonos from Alexa, think i did all the steps, re added it and the issue is still happening.

Alexa play **** in the kitchen

**** playing in kitchen {no sound} 

Alexa play **** in the kitchen

**** playing in kitchen {works perfectly} 

Diag report

150701883

Thanks

David

Hi @Tallissk 

We now consider this issue closed - it was resolved with the last update, and the issue only occurred on S2 systems. Therefore, I think something else is happening in your case.

Could you please unplug your Bridge from power? Wait 1 minute, then test your speakers (not just voice control, but all use-cases, including grouping).

If that’s better, and there’s no additional problems, pack the Bridge away for good.

If there are new problems, or if that doesn’t help, please plug your Bridge back in and wait another minute or two.

Test again, and if issues persist, I recommend you get in touch with our technical support team, who have tools at their disposal that will allow them to give you advice specific to your Sonos system.

@Corry P Sorry to spam the thread, I did that and Alexa work like a charm BUT I could not connect my Sonos to the app on any of my iOS devices or the app on the Mac. Only voice commands worked.

I plugged the bridge back in and all the apps reconnected but the ask Alexa twice thing came back.

It’s interesting you say this is only an issue on S2 because I’ve had it on S1 as an issue for quite a while.

Hi @Tallissk 

I recommend you get in touch with our technical support team so they can work towards getting your system fully functional without the use of the Bridge.

Hi Corry, I experience this issue (still) on S1.

As others describe, as long as Sonos was playing something else or has something in its queue, when I tell Google to play something off Spotify, it takes two attempts.

Right now I am going to make sure that each Sonos has its own unique IP, and will reboot each devices as well to make sure.

I am using UniFi networking equipment, for what it’s worth, but I’ve had this issue as long as I have been using Sonos / Google Assistant.

I would ask that you do not mark the issue as closed, given that you still have a case where an S1 user is experiencing the issue.

Hi @Gradams 

They way these things are done, this isn’t really possible. I recommend you get in touch with our technical support team, so that a separate issue “case” can be flagged as existing on S1, if indeed it is not due to other factors.