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robertberkey
Contributor I
November 18, 2017
Answered

Sonos not playing Alexa music

  • November 18, 2017
  • 44 replies
  • 20657 views
I've had the Sonos One for a couple of weeks and it was working fine up until yesterday. The music plays fine through sonos app but is not playing correctly through the speaker upon command. For example, if I ask Alexa "to play Lithium on SiriusXM" she responds "Lithium from SiriusXM playing on Office" but then nothing happens. Any suggestions?
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    Best answer by Edward R
    We have noticed this thread gaining a lot of traction of late, with most visitors to this thread opting not to actively engage in troubleshooting. The information in this post will be marked as the best answer to assist those reading along.

    We have an article that talks about how to resolve the majority of issues with Alexa on Sonos. If you are experiencing the problems details in this thread, please have a look there.

    44 replies

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    UKMedia
    UKMedia
    November 19, 2017
    Okay, can you check that the device is not shown as off-line in the Alexa app Smart Home>Devices? If this doesn't work I suggest that your reset voice control by following the actions I've listed in the answer within this post:

    https://en.community.sonos.com/amazon-alexa-and-sonos-229102/sonos-one-not-responding-to-alexa-comands-6793239
    Remember: Sometimes Red Wine helps :)
    Kazd68
    Lyricist I
    November 19, 2017
    Following . .

    Our Sonos was working perfectly one evening and the next day (after an update that I'm not entirely sure worked properly) will no longer playback, despite Alexa telling me whats playing.

    Have rebooted the speaker a couple if times now but sti nothing
    UKMedia
    UKMedia
    November 19, 2017
    Following . .

    Our Sonos was working perfectly one evening and the next day (after an update that I'm not entirely sure worked properly) will no longer playback, despite Alexa telling me whats playing.

    Have rebooted the speaker a couple if times now but sti nothing

    Can you follow the steps in my previous comment.
    Remember: Sometimes Red Wine helps :)
    Kazd68
    Lyricist I
    November 19, 2017
    Thanks tried all that but still no joy 😞
    UKMedia
    UKMedia
    November 19, 2017
    Thanks tried all that but still no joy :(
    Probably best if you submit a diagnostic and post the number on this thread. The Sonos tech guys can then investigate.
    Remember: Sometimes Red Wine helps :)
    lvkopike
    Lyricist II
    November 19, 2017
    Okay, can you check that the device is not shown as off-line in the Alexa app Smart Home>Devices? If this doesn't work I suggest that your reset voice control by following the actions I've listed in the answer within this post:

    https://en.community.sonos.com/amazon-alexa-and-sonos-229102/sonos-one-not-responding-to-alexa-comands-6793239

    The device is online in the Alexa app, and as I've said, Alexa works for everything else other than initiating the play of music, and pausing or stopping music. This is an issue with their latest update that Sonos needs to resolve. I appreciate your input though!
    Cbee
    Lyricist II
    November 19, 2017
    I basically removed the Sonos skill from Alexa and removed Alexa from my Sonos Play1 and reinstalled everything. It worked...tho I’m frustrated I had to do that. Was the fix tho.
      lvkopike
      Lyricist II
      November 19, 2017
      I basically removed the Sonos skill from Alexa and removed Alexa from my Sonos Play1 and reinstalled everything. It worked...tho I’m frustrated I had to do that. Was the fix tho.

      This worked! Thank you! I am disappointed in Sonos' customer service though. They say they respond within 30 minutes if you tweet them 24/7 and Facebook says "typically responds instantly." Did both this morning and got no response.
      mcbertram
      Lyricist II
      November 19, 2017
      I'm having the same problem as of this morning. It was working fine last night, but as of this morning all the streaming audio has stopped working. That includes Pandora, Amazon Music, and Tuned In. Alexa responses seem normal. I can even get a joke. When I started a streaming music, for example by saying Alexa Play Music, I get the normal response, no music audio, and when I ask what song is playing I'm told "No music is playing".

      UPDATE: Disabling the Sonos skill using the Alexa app then re-enabling it cleared the problem. I wish the company had been a little more proactive in helping us out.
        UKMedia
        UKMedia
        November 20, 2017
        Okay, can you check that the device is not shown as off-line in the Alexa app Smart Home>Devices? If this doesn't work I suggest that your reset voice control by following the actions I've listed in the answer within this post:

        https://en.community.sonos.com/amazon-alexa-and-sonos-229102/sonos-one-not-responding-to-alexa-comands-6793239

        The device is online in the Alexa app, and as I've said, Alexa works for everything else other than initiating the play of music, and pausing or stopping music. This is an issue with their latest update that Sonos needs to resolve. I appreciate your input though!

        I would still recommend that you follow those actions as it resets the setup for Voice.
        Remember: Sometimes Red Wine helps :)
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