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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
    October 31, 2020

    Hi @03397.

    Thanks for the update and immediate response.

    I would suggest submitting a diagnostic after 3-5 minutes of the issue happening, then please take note of the confirmation number and contact our technical support team for a more in-depth troubleshooting step and a thorough investigation on what seems to be happening.

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

    Thanks,

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    03397
    Avid Contributor I
    November 1, 2020

    @Paul A 

    Just to add more to the posts here and I suggest in replicating that in your lab.

    If I start the playlist on Spotify from Sonos app then music starts fine.

    Then I pause this and I use Alexa to start music. It fails and Sonos goes to idle.

     

    If Sonos is in idle then music can start successfully every time from Alexa.

     

    Can someone confirm this if this is the same.for every one?

    jamie72
    Enthusiast I
    November 2, 2020

    @03397 Exact same behaviour I get. I was advised to call support, but haven’t had chance yet.

     

    I also get a similar issue if I try and play to my Sonos speakers using the Spotify app. So if I play Spotify from the Sonos app (works fine), pause and then try and connect to a speaker from the Spotify app the connection immediately drops out. If I try and connect from the Spotify app whilst Sonos is idle it works fine. Do you get that same behaviour as well?

    03397
    Avid Contributor I
    November 4, 2020

    @jamie72 

    Yes I am.

    Any solution? Have you contacted Sonos technical support?

    jamie72
    Enthusiast I
    November 6, 2020

    @jamie72

    Yes I am.

    Any solution? Have you contacted Sonos technical support?

    No I’ve not contacted them yet. Not found any solution yet myself either.

    mike-uk
    Lyricist III
    November 10, 2020

    I have this exact same issue, any help would be great.

     

    MNUK
    Contributor I
    November 11, 2020

    I am also experiencing this same issue.

    @Paul A  Are Sonos working on this?

    Tony W.
    Lyricist I
    November 17, 2020

    I get the same problem here with the scenario of after playing music from new Sonos app using Spotify. As I tell google assistant to play a song it will reply ok play that song but nothing happened. I check the Spotify app that song will show on the now playing song but didn’t start playing. Please check the problem and fix the app which is very annoying. Thank you. @Paul A 

    Paul A
    Paul A
    Retired Sonos Staff
    November 19, 2020

     Hi @Tony W..

    Welcome to the Sonos community and thanks for reaching out to us. I understand it can really be annoying that it shows it is playing something but no audio is coming out of your Sonos. Let me help you out with that.

    I would like to recommend my suggested troubleshooting steps above which I quoted below and please follow accordingly.

     

    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,

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

    Thanks,

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    Patrikteodor
    Lyricist III
    November 28, 2020

    I have the same problem with GA. Currently in contact with support. They do not seem to have a decent solution . Getting pretty tired of doing troubleshooting for weeks with the support who has no idea what's going on.

    /P

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