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Alejandrix33
Contributor I
June 28, 2020

Have to ask twice to play Spotify music

  • June 28, 2020
  • 100 replies
  • 5994 views

Everything was working before the update.

I say “alexa, play metallica songs in living room”, and metallica starts to play. I can control volume, pause music, skip songs… no problem at all.

Now I go to the S2 iphone app, and play something different, lets say ACDC in spotify

Then if I say “alexa, play music”, instead of continuing with the ACDC it empties the playlist, shows the metallica song for a second, and then nothing plays. Have to ask again, and metallica starts playing.

Any idea whats going on?

I have tried disabling the skills, removing the playets, reinstalling the apps… everything.

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    100 replies

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    Paul A
    Paul A
    Retired Sonos Staff
    August 22, 2020

    Hi @Pmc.

    Thanks for the update and immediate response with a submitted diagnostic.

    based on the provided diagnostic, the Sonos Beam is having a hard time communicating to the internet and is having a high value in wireless interference and failure to communicate. This may be causing the issue. I would like to recommend contacting our technical support team for further troubleshooting so they can take a look what might be causing these wireless interference.

    Please let us know if you still have further questions or concerns. We are always here to help.

    Thanks,

    Help others find useful content by clicking the like button and selecting the best answer to your question
    TimBiddulph
    Lyricist I
    September 3, 2020

    Is there a fix for this? 

    I changed my Sonos system from Alexa to Google assistant and the problem is exactly the same. Assistant responds telling you what it’s going to play and then nothing. asking again ALWAYS works.

    Not a wifi issue as it happens on one of my Sonos one that is in the same room as the main WIFI AP.

    Problem is with Sonos.

    Entire network has been reset several times, this issue has been with us for several months now.

    2 x One

    2 x Play1

    1 x Play5

    S1 app

    BT Whole Home WIFI

     

    Thanks

     

      Paul A
      Paul A
      Retired Sonos Staff
      September 4, 2020

      Hi @TimBiddulph.

      Welcome to the Sonos community and thanks for reaching out to us.

      I would like to recommend submitting a diagnostic after the issue re-occurs so we can check what is going on with the Sonos system. Please take note of the diagnostic number. I would also like to ask if we can try removing Google Assistant from the Sonos app and then re-add Google assistant as a voice service. Once the suggestion is done, I would like to ask if we can try it again to observe if it did make any changes and then submitting a diagnostic so we can further check.

      Please let us know how it goes. We are always here to help out.

      Thanks,

      Help others find useful content by clicking the like button and selecting the best answer to your question
      TimBiddulph
      Lyricist I
      September 6, 2020

      Hi @Paul A 

      diagnostic number is 139801197

      thanks,

      Tim

       

      Paul A
      Paul A
      Retired Sonos Staff
      September 6, 2020

      Hi @TimBiddulph.

      Thanks for your immediate response and for submitting a diagnostic.

      Upon checking the submitted diagnostic, it shows an error of Spotify stream limit. Here is a topic in the community that discusses the Spotify stream limitation on Sonos. To read more information about multiple accounts, check out this article.

      I hope this helps.

      Please let us know if you still have further questions or concerns. We are always here to help.

      Thanks,

      Help others find useful content by clicking the like button and selecting the best answer to your question
      godkatt
      Lyricist II
      September 28, 2020

      This has recently happened for us (SONOS One G1, Alexa, Spotify).

      I ask for something like, “Alexa, play Yellow Submarine”,

      Alexa replies “Yellow Submarine Remastered 2009 by The Beatles on Spotify” but then silence.

      If I repeat the command, I get the same response but the music starts.

      I have had this problem the whole summer, it appeared right after that other Sonos-GA bug that the Sonos unit was suddenly not aware of its room anymore, (ref. this thread). As with that bug, I was hoping this issue also would eventually go away with an SW update, which it has not. 

      Below is my situation which has lasted some months now:

      When issuing a voice command (GA) to Sonos in any room I have the following situation:

      • If SONOS is playing or has recently played via voice command (GA): No problem.
      • If SONOS is playing or has recently played from Spotify Connect: No problem.
      • If SONOS is playing or has recently played from its native app: I will have to ask twice. The first time it will confirm the command, but nothing will happen. The second time it will work. (asking again will always work)
        • This is so predictable that I have grown accustomed to just issue the command twice in a go, which sounds really stupid. 
        • The song will go on to play without fail after the second time, subsequent commands will work as expected.

      Now, you Paul A speaks of “stream limit” (the link within that thread is broken, Paul), my issue is not whilst Spotify is streaming anywhere else outside of Sonos, and as I have stated: The error also occurs while Spotify is not streaming anywhere at all. If idle-streams are accounted for in this “limit”, I would reply that Sonos is an expert on multi-room system which by its very nature should be able to handle one service (Spotify) throughout its whole system (my Sonos multi-room setup).

      Thank you! 

        jamie72
        Enthusiast I
        September 29, 2020

        I have the same issue. After playing Spotify through the Sonos app, I then have to try twice to get it to play via Alexa or Spotify Connect: https://en.community.sonos.com/music-services-and-sources-228994/playing-spotify-through-the-sonos-app-causes-issues-for-alexa-and-spotify-connect-6847787

        Paul A
        Paul A
        Retired Sonos Staff
        October 3, 2020

        Hi @godkatt.

        Thanks for the detailed and immediate response.

         I would like to recommend contacting our technical support team for further troubleshooting so they can take a look at what might be causing these issues.

        Please let us know if you still have further questions or concerns. We are always here to help.

        Thanks,

        Help others find useful content by clicking the like button and selecting the best answer to your question
        Paul A
        Paul A
        Retired Sonos Staff
        October 3, 2020

        Hi @jamie72.

        Welcome to the Sonos community and thanks for bringing this to our attention and for trying to do perform the basic troubleshooting steps and researching here in the community to find answers. I understand where you’re coming from especially if we have tried some possible tips and tricks but nothing helped.

        Allow me to recommend the following guides and please do follow accordingly.

        1. Log out of ALL Amazon-related apps which are and not limited to the following. (Amazon Prime, Amazon Shopping, Amazon Alexa, etc.) 
        2. Open the Amazon Alexa app and disable the Sonos Skill.
        3. De-register any Sonos product on the Alexa App.
        4. Open the Sonos App.
        5. Remove the Alexa Voice service.
        6. Force close Sonos app.
        7. Force close the Alexa App.
        8. Reopen the Sonos App. Add Alexa as a voice service.
        9. Open Alexa app Add Sonos as skill
        10. Register Sonos speaker
        11. Add music service.
        12. Test to check if it works.
        13. Submit a diagnostic to capture all information performed on the Sonos devices.

        Please let me know how it goes. We are always here to help.

        Thanks,

        Help others find useful content by clicking the like button and selecting the best answer to your question
        jamie72
        Enthusiast I
        October 6, 2020

        Hi @jamie72.

        Welcome to the Sonos community and thanks for bringing this to our attention and for trying to do perform the basic troubleshooting steps and researching here in the community to find answers. I understand where you’re coming from especially if we have tried some possible tips and tricks but nothing helped.

        Allow me to recommend the following guides and please do follow accordingly.

        1. Log out of ALL Amazon-related apps which are and not limited to the following. (Amazon Prime, Amazon Shopping, Amazon Alexa, etc.) 
        2. Open the Amazon Alexa app and disable the Sonos Skill.
        3. De-register any Sonos product on the Alexa App.
        4. Open the Sonos App.
        5. Remove the Alexa Voice service.
        6. Force close Sonos app.
        7. Force close the Alexa App.
        8. Reopen the Sonos App. Add Alexa as a voice service.
        9. Open Alexa app Add Sonos as skill
        10. Register Sonos speaker
        11. Add music service.
        12. Test to check if it works.
        13. Submit a diagnostic to capture all information performed on the Sonos devices.

        Please let me know how it goes. We are always here to help.

        Thanks,

         

        Thanks @Paul A.

        Followed these steps. But still getting the same issue.

        Diagnostic is 396863185.

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