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anlatao
Contributor I
July 19, 2018

Help!! Sonos doesn't play Alexa's command!

  • July 19, 2018
  • 7 replies
  • 474 views
I followed all the instructions to set up sonos in Alexa app. I said: "Alexa, play Adele in the playroom", Alexa also responded that "playing adele from spotfly in the playroom". However, the sonos in the playroom is not playing any music. What is wrong with that? I unplugged and plugged both my sonos speaker and echo dot devices!
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7 replies

UKMedia
UKMedia
July 19, 2018
Hi

Can you work through section 1&2 of this list of most common issues:

1/ Duplicate device names - Alexa prefers that names for Devices, Groups and Scenes are unique,
1.1/ Please open up the Alexa App>Smart Home and make a note of any duplicate device names;
1.2/ You can then change them in the source app. e.g. Use the Sonos App to change the name of Sonos players. (I personally use the naming standard Room Name + Device type. e.g. Kitchen Sonos, Kitchen Echo Dot, Lounge Sonos, etc)
1.3/ Once you have changed any duplicate names then please open the Alexa App on a PC (https://alexa.amazon.co.uk or https://alexa.amazon.com)>Smart Home>Devices and select 'Forget All' followed by 'Discover'. NOTE: This will remove ALL Actions from ALL Alexa Routines! (Only the PC version has this functionality.)

2/ Some form of Account Linking or Authorisation has not completed successfully. There are a number of causes for this and it's best to try these steps 1 at a time and test before moving on to the next step if the problem persists:
2.1/ Open the Alexa App>Skills>Your Skills>Sonos and 'Disable' followed by 'Enable';
2.2/ Ensure that you don't have multiple Amazon accounts logged into different Apps on your device, as this can confuse the Amazon Authorisation. If yes, then please log out of the other accounts and then complete step 2.1 again;
2.3/ If the problem still persists, please logout of all Amazon accounts then select the Alexa App>Skills>Your Skills>Sonos and 'Disable. Now power down all Sonos devices for 10 secs, allowing for any wired devices to boot before booting the remaining Sonos players. Now log back into the Alexa App>Skills>Sonos and 'Enable'

3/ If the problem persists then an entire reset of the Authorisation & Account Linking process is required:
3.1/ In the Alexa app, select Skills>Your Skills>Sonos and then 'Disable';
3.2 In the Alexa app (PC version), select 'Smart Home>Devices'. Now select 'Forget All' at the bottom of the screen;
3.3/ In the Sonos app (Android or iOS), select Settings>Room Settings and for each of the Sonos One's sign into 'Voice Services' and select 'Remove Amazon Alexa from this Room';
3.4/ If you have any wired Sonos devices, please power down for 10 secs and then switch on and wait for it to boot;
3.5/ Now power down all other Sonos Players for 10 secs then switch them back on and wait for them to boot;
3.6/ In the Sonos app, Select Manage>Add a player or sub' and add the Sonos One's again. This will complete the set-up process again;
3.7/ In the Alexa app, select Skills>Your Skills and ensure the Sonos skill is 'Enabled', if not please 'Enable';
3.8/ In the Alexa app , select Smart Home>Devices>Discover. Ensure that your Sonos One's are displayed correctly and not shown as 'Off Line'.
3.9/ Also check one last time that there are no devices with the same name. Remember, if there is a need to rename any then you'll need to select 'Discover' again.
Remember: Sometimes Red Wine helps :)
    anlataoAuthor
    Contributor I
    July 22, 2018
    I tried all above and it worked for a while and stop working again... it is very inconsistent...
    anlataoAuthor
    Contributor I
    July 22, 2018
    When I log into my spotfy account (web based), i can see it is play the songs on my Play5. But there is no sound. However, once I switch to a different device (echo dot bedroom) and then switch back to play5 again, it works again.
    BCM
    BCM
    July 22, 2018
    I just went through this. UKMedia helped me and it worked. For my fix, he had me disable the Sonos skill the re-enable it. It then wanted to scan for all devices. That cleaned up my list. I then had to disable and re-enable my SiriusXM skill. Once I did that, all was good. In your case, I think the Spotify skill needs to be disabled then re-enabled.
      anlataoAuthor
      Contributor I
      July 24, 2018
      every time when I disable and re-enable sonos and add back the devices. It works for a while. Then, it stop working. when I go to alexa --> smart home --> devices, it shows all the devices are OFFLINE!!! I can control those from sonos app... Why?
      BCM
      BCM
      July 25, 2018
      Yup. This is the second time it has happened to me. Any insight would be great!
      Keith N
      Keith N
      Sonos Staff
      July 31, 2018
      Hey there, anlatao. Thanks for posting. If you are still having trouble with this, it might be best to give our support technicians a call to troubleshoot this in real time. They are able to set up a remote session and get a look at what's happening and get this sorted.
      Yes... I'm *that* Keith - u/KeithFromSonos on Reddit
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