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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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    Paul A
    Paul A
    Retired Sonos Staff
    October 8, 2020

    Hi @jamie72.

    Thanks for submitting a diagnostic and for your immediate response.

    The diagnostic submitted shows your Sonos Beam ( Living Room ) shows no active Voice added which means Amazon Alexa has not been activated on the Sonos Beam. Aside from that detail, everything seems normal. I would recommend contacting our technical support team so they can further investigate what is going on and may also check via a screen sharing session (with your permission) what may be causing the issue.

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

    Thanks,

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    Rascal23
    Rascal23
    Lyricist II
    October 11, 2020

    I’m suffering from this issue as well. It’s clearly a big with the new Sonos app because I had no issues before updating to that. 
     

    03397
    Avid Contributor I
    October 26, 2020

    I have the exact same issue as described by godkatt. 

     

    Very good description mate. 

    03397
    Avid Contributor I
    October 26, 2020

    If someone were to look in this forum for this issue he would have found a lot of the same posts with the same behavior. 

      Paul A
      Paul A
      Retired Sonos Staff
      October 26, 2020

      Hi @03397 and @Rascal23 .

      Welcome to the Sonos community and thanks for reaching out to us. I understand it can be quite annoying to have to repeat a command twice which gives the indication that there might be a problem. I would like to help you out with that.

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

      • Log out of ALL Amazon-related apps which are and not limited to the following. (Amazon Prime, Amazon Shopping, Amazon Alexa, etc.) 
      • Open the Amazon Alexa app and disable the Sonos Skill.
      • De-register any Sonos product on the Alexa App.
      • Open the Sonos App.
      • Remove the Alexa Voice service.
      • Force close Sonos app.
      • Force close the Alexa App.
      • Reopen the Sonos App. Add Alexa as a voice service.
      • Open Alexa app Add Sonos as skill
      • Register Sonos speaker
      • Add music service.
      • Test to check if it works.
      • 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,

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      03397
      Avid Contributor I
      October 27, 2020

       @Paul A 

      I followed your exact instructions. After finishing, I tried again and I was lucky!! The problem was there from the first and I did not have to try to replicate this

      Diagnostics sent 1370901664

      Paul A
      Paul A
      Retired Sonos Staff
      October 29, 2020

      Hi @03397.

      Thanks for the update and immediate response and for submitting a diagnostic.

      Based on the submitted diagnostic, Sonos detected multiple routers with the same Wifi name. The Sonos One has also recorded multiple connection failures to the internet. I would like to suggest contacting our technical support team so they can provide more in-depth troubleshooting steps and also take a look within your network what would be the best and shortest router in connecting Sonos to the internet and they can also check if these routers were configured accordingly. This topic discusses multiple routers and what needs to be done for them to work with Sonos seamlessly.

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

      Thanks,

       

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      03397
      Avid Contributor I
      October 29, 2020

      @Paul A 

      Thanks Paul.

      I just want to let you know that the  multiple routers seen with the same wifi name at the different wifi repeaters that have the exact same wifi name as the initial wifi. I also, have connected the Sonos with an ethernet cable bypassing the wifi and the problem is still there. 

       

      In addition, the multiple connection failures should be when i did not have any internet because of the router restart. 

       

      But To be sure can you please tell me the exact date/time that this connection failures occurred so I can cross-reference these with my router restart?

       

       

       

       

      Paul A
      Paul A
      Retired Sonos Staff
      October 29, 2020

      Hi @03397.

      Thanks for your immediate response.

      Here are some logs of your Sonos devices that showed failures to communicate with the internet which is also an indication of failing to communicate with the Sonos Server, Amazon Server, and the music services Server.

       

      • 21 seconds before the diagnostic was submitted.
      • 35 seconds before the diagnostic was submitted.
      • 53 mins and 9 seconds before the diagnostic was submitted.
      • 54 mins and 30 seconds before the diagnostic was submitted.
      • ! hour and 35 minutes before the diagnostic was submitted.
      • 2 hours and 6 minutes before the diagnostic was submitted.
      • 11 hours and 7 minutes before the diagnostic was submitted.

      I would also like to add, at the time the diagnostic was submitted, there is no indication that the Sonos device has an ethernet means of connection.

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

      Thanks,

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      03397
      Avid Contributor I
      October 31, 2020

      @Paul A 

      Thanks for the info.

      This is very weird since I not have any issue with my Sonos apart from that. If there were disconnections I would have interruptions during the playing of the music. 

       

      In addition, I did not say that during the diagnostic the device was connected with ethernet, I did say that I have replicated the issue even when Sonos was connected to ethernet. 

       

      I also have tried a different adsl router. The problem is the same. 

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