Skip to main content
Doug_MI
Trending Lyricist I
March 10, 2018
Answered

Sonos has stopped streaming music from Amazon Echo Devices.

  • March 10, 2018
  • 20 replies
  • 639 views
This issue is happening frequently.

The only workaround for this problem is to
1. Select new ROOM NAMES in the SONOS app
2. And then having the Echo device FORGET the SONOS device name,
3. Then having Alexa rediscover new devices.

This workaround appears to only work for a short time, then I must repeat the above process to get SONOS speakers to stream again.

I have tried just forgetting the SONOS device in the Alexa app, then discovering the devices again but that action had no impact on the problem. The only action that corrects the issue is changing the ROOM Names in the SONOS App

What are the changes occurring when the ROOM NAMES are updated in the SONOS app or in the Alexa Cloud services? What needs to occur to make these changes stick?

Doug
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
Best answer by Doug_MI
RESOLVED:

Symptom::
Alexa only pays one song then stops. Duplicate Device Queues are being created in the Now Playing Dropdown list in the Now Playing screen of the Alexa App.

Cause:
A 2nd Amazon user account in the Setting-->Alexa Accounts--> HouseHold Profile.

Solution:
Removing the additional family member accounts from the Household Profile screen.
(Setting-->Alexa Accounts--> HouseHold Profile.)

Thanks for letting me help troubleshoot
Doug G

20 replies

UKMedia
UKMedia
March 10, 2018
Can you check in Alexa App>smart home>devices and check that you don't have any duplicate devicenames?
Remember: Sometimes Red Wine helps :)
    Doug_MIAuthor
    Trending Lyricist I
    March 10, 2018
    No duplicate device names see attached.
    Doug_MIAuthor
    Trending Lyricist I
    March 12, 2018
    The workaround outlined above is not lasting more than one streaming session. HELP PLEASE. This issue is getting old fast!

    Doug G
    UKMedia
    UKMedia
    March 12, 2018
    Hi Doug

    Please try the steps I've listed within the Answer to this post and let us know how you get on.

    https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126/index1.html#post16210022
    Remember: Sometimes Red Wine helps :)
      Doug_MIAuthor
      Trending Lyricist I
      March 12, 2018
      I followed the above steps TWICE, with different results:

      First Attempt: Followed steps as listed. This did NOT change the issue.

      Second Attempt: I changed the ROOM Names in the SONOS desktop App first, then followed the above steps. This corrected the streaming issue.

      I will stream several times today to see if the issue returns.
      Doug_MIAuthor
      Trending Lyricist I
      March 12, 2018
      Stream Test Results

      Play 3 songs - I played 3 songs then I stopped streaming and waited 15 mins - This worked fine.
      Play 3 songs - I played 3 songs then I stopped streaming and waited 30 mins - This worked fine.
      After 45 mins Started streaming, - This ONLY played 1 song from the stream.

      If I change SONOS Room Names and have Alexa Discover Devices again it will start streaming again. I am going to now try and repeat this same process again to confirm the time intervals.

      Doug G.
      UKMedia
      UKMedia
      March 12, 2018
      Hi Doug

      Can you confirm that you have no other apps logged into an Amazon account? If this happens again can you submit a diagnostic and post the number on this thread.
      Remember: Sometimes Red Wine helps :)
        Doug_MIAuthor
        Trending Lyricist I
        March 12, 2018
        Play 3 songs - I played 3 songs then I stopped streaming and waited 15 mins - This worked fine.
        Play 3 songs - I played 3 songs then I stopped streaming and waited 30 mins - This worked fine.
        Play 3 songs - I played 3 songs then I stopped streaming and waited 45 mins - This worked fine.
        After 60 mins wait I Started streaming, Again - This ONLY played 1 song from the stream.

        I don't completely understand because ALEXA still can lower and raise the volume on SONOS so the communication is still there?

        I have a laptop and a cell phone logged into my Amazon Account. Are you asking me to log out all other devices from Amazon?

        Which app will give me the error code? and where do I find it?

        Doug G.
        Doug_MIAuthor
        Trending Lyricist I
        March 12, 2018
        Submitted diagnostic through Sonos desktop app the number is 259489565.

        Doug G
        UKMedia
        UKMedia
        March 12, 2018
        Play 3 songs - I played 3 songs then I stopped streaming and waited 15 mins - This worked fine.
        Play 3 songs - I played 3 songs then I stopped streaming and waited 30 mins - This worked fine.
        Play 3 songs - I played 3 songs then I stopped streaming and waited 45 mins - This worked fine.
        After 60 mins wait I Started streaming, Again - This ONLY played 1 song from the stream.

        I don't completely understand because ALEXA still can lower and raise the volume on SONOS so the communication is still there?

        I have a laptop and a cell phone logged into my Amazon Account. Are you asking me to log out all other devices from Amazon?

        Which app will give me the error code? and where do I find it?

        Doug G.

        This problem can occur if you are logged into a different Amazon or Spotify in a different app.
        Remember: Sometimes Red Wine helps :)
          Show more replies
          Terms & ConditionsAccessibility statement