Contributor I

Sonos One not recognising Spotify or TuneInRadio

Forum|Forum|7 years ago
January 19, 2019
25 replies
1246 views

Hello community

I have:

1 x One w. Alexa in the kitchen.
2 x Play 1's and a Playbar in living room, and
2 x Play 1s and 1 x Connect in dining room.

I have installed an Echo Dot in living room, and synced so it can play the radio and Spotify through my speakers. Great.

However, now the Sonos One in the kitchen is not connecting to services like Spotify or TuneIn Radio. So, when asked to "play radio", it tells me "sorry, that device is offline'". Or, when asked to "play a song from Spotify" it tells me to "link to Spotify in your premium account".

Im stumped.

I want to keep the set up but also want to be able to instruct Alexa to play radio when cooking in the kitchen for example. Alexa still works and it can tell me the weather forecast for example, but I can't figure out how to get Spotify and TuneIn linked to the kitchen speaker, while keeping the same set up on the Echo Dot in the living room.

Can any kind soul in the community help....?

Thanks

John

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Edward R

Retired Sonos Staff

Hello there. Thank you for raising this issue. The first step is to open the Alexa App and remove the Sonos Skill and then re-Enable. If that doesn’t work, please see this thread here. Failing all of that, please submit a diagnostic and respond with the confirmation number. This way we can identify the cause. Please let us know how you get on. Many thanks in advance.

Try searching our articles for help with your question: https://www.sonos.com/en/support

M

mrjhmcdAuthor

Contributor I

Thanks Edward

I followed both instructions: first removed the skill and re-Enabled, then followed the thread link instruction.

I've factory reset my One, then set up my system again, but still I'm unable to play TuneIn Radio or Spotify.

So I'm asking play radio, confirm from TuneIn, and it says 'sorry, that device if offline' : with Spotify, it's asking my to connect my premium account in the Alexa app, which I have done.

This all used to work fine, until I added an Echo Dot to the mix. The Echo Dot was turned off throughout the above actions.

How can this be fixed? It's really frustrating and the Sonos One is not doing what it's supposed to.

PS - my diagnostic number is: 599805069

Thanks in advance
John

UKMedia

Thanks Edward

I followed both instructions: first removed the skill and re-Enabled, then followed the thread link instruction.

I've factory reset my One, then set up my system again, but still I'm unable to play TuneIn Radio or Spotify.

So I'm asking play radio, confirm from TuneIn, and it says 'sorry, that device if offline' : with Spotify, it's asking my to connect my premium account in the Alexa app, which I have done.

This all used to work fine, until I added an Echo Dot to the mix. The Echo Dot was turned off throughout the above actions.

How can this be fixed? It's really frustrating and the Sonos One is not doing what it's supposed to.

PS - my diagnostic number is: 599805069

Thanks in advance
John

Hi John

I suspect that you may have duplicate devices names, please see these steps:

Sorry for the long post:

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 Browser (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 Browser 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 (Browser 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.

Let us know how you get on.

Remember: Sometimes Red Wine helps :)

M

mrjhmcdAuthor

Contributor I

Thanks again Edward.
Followed all the instructions carefully and alas - same issue, My Sonos One is asking me to link Spotify and TuneIn is offline.
Ready to sell the Sonos One....this is not good!
What else do you think could work?
Thanks
John 😞

UKMedia

Thanks again Edward.
Followed all the instructions carefully and alas - same issue, My Sonos One is asking me to link Spotify and TuneIn is offline.
Ready to sell the Sonos One....this is not good!
What else do you think could work?
Thanks
John :(

Hi John

Where are you located? Has this ever worked? If you open the Alexa App>Settings is your Sonos One shown as Off-Line?

Remember: Sometimes Red Wine helps :)

M

mrjhmcdAuthor

Contributor I

Hi, I'm located in the UK. Yes, it worked when I bought it. Stopped working when I introduced an Echo Dot and set this up to play via living room speakers. My Sonos One in kitchen then stopped the connection to Spotify and TuneIn....

UKMedia

...and you've checked that you don't have any duplicate device names across Devices, Groups, and Routines? If you open the Alexa App>Music>Spotify>[Please select your Sonos One] and then click 'Go to Spotify App', does it take you to the correct Spotify account?

Remember: Sometimes Red Wine helps :)

M

mrjhmcdAuthor

Contributor I

Yes checked for duplicate names across Devices, Groups and Routines in there Alexa App (i0s and web). Both click through to my Spotify account.

UKMedia

And did you follow the steps in my long post above, section 3?

Remember: Sometimes Red Wine helps :)

M

mrjhmcdAuthor

Contributor I

Yes, I did, diligently.