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klwlls11
Contributor III
October 30, 2017
Answered

Sonos Ones Not Playing Music

  • October 30, 2017
  • 16 replies
  • 899 views
I bought two sonos ones to act as surrounds with my playbar in my living room. Besides a few small problems everything seemed to be working fine. Now the sonos ones will NOT execute music commands. When I ask Alexa to play a song, it acts like it is going to work and says that it is now playing in the living room but nothing happens. I have tried everything that I know to try and fix the issue. I have removed everything and readded everything again. I even changed the groups name thinking there may be a naming conflict. It is now named TV Room, but that didn't work either. Everything else works as far as Alexa goes, just NO MUSIC. This is really frustrating. Does anybody have any suggestions for me?
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Best answer by klwlls11
It is now fixed. Thanks to everyone who offered advice and help. I did a factory reset on my Sonos Ones again. This time I went ahead and did a factory reset on the playbar and the sub as well. I then reset the sonos controller and started from scratch by setting up a new system. Once I got everything setup, everything is back working as it should. Thanks again.

16 replies

caesar327
Prodigy I
October 30, 2017
I've had this happen to me intermittently. I don't remove or re-add anything. I just keep switching to different stations, etc. and usually after 3 or 4 attempts it starts playing. So I'll say, play something by the beatles ... it says shuffling beatles by Amazon music, then silence ... so I'll say play Neil Young radio. it says, playing neil young radio from Pandora .. silence. I'll then say, play "captain jack" by billy joel, again, silence. The I'll say, play some rolling stones -- I hear music.

So I don't think it is the setup. I think sometimes there is either a delay or trouble getting the music from the cloud for some reason. I wouldn't mess with settings if, like me, it usually works (but not always).
klwlls11Author
Contributor III
October 30, 2017
Thanks for the response, but I have tried asking this thing to play so many songs that I lost count a long time ago. I still get no music regardless of everything I have tried.
UKMedia
UKMedia
October 30, 2017
Open the Sonos app in Android or iOS and under settings select each if your Sonos 1's and disable then enable voice control. If the problem persists, then disable then enable the Sonos skill in the Akexa app.
Remember: Sometimes Red Wine helps :)
    klwlls11Author
    Contributor III
    October 30, 2017
    I have already tried both of these. Did not help.
    UKMedia
    UKMedia
    October 30, 2017
    Are you using Alexa groups? (These aren't supported yet)
    Remember: Sometimes Red Wine helps :)
    klwlls11Author
    Contributor III
    October 30, 2017
    No I have not messed with that. I noticed that when I ask Alexa to discover my devices it adds the name of my Sonos group such as "Living Room" to the Smart Home section in the Alexa app. Other than that, I do not have any "groups" in Alexa.
    UKMedia
    UKMedia
    October 30, 2017
    Okay, I'll list the full set of solutions, sorry if you've tried some of these already but it is worth completing in this sequence.

    - In the Alexa app (PC version), select 'Smart Home' then 'Devices'
    - Select 'Forget All' at the bottom of the screen and then 'Discover'
    - Ensure that your Sonos 1's are displayed correctly and not shown as 'Off Line'

    Please Retest

    If still not working it will be best to re-install:

    - In the Alexa app, select 'Skills' and disable the Sonos Skill;
    - In the Alexa app (PC version), select 'Smart Home' then 'Devices';
    - Select 'Forget All' at the bottom of the screen;
    - In the Sonos app, select 'Settings' and for each of the Sonos 1's remove 'Voice Recognition';
    - If you have a Connect, please power down and then switch on and wait for it to boot;
    - Power down the two Sonos 1's and then switch them back on and wait for them to boot;
    - In the Sonos app, Select 'Manage' and then select 'Add a player or sub' and add the two Sonos 1's again. This will complete the set-up process again;
    - In the Alexa app, select 'Skills' and ensure the Sonos skill is enabled, if not please 'Enable';
    - In the Alexa app (PC version), select 'Smart Home' then 'Devices'
    - Select 'Discover' at the bottom of the screen. Ensure that your Sonos 1's are displayed correctly and not shown as 'Off Line'. Also ensure that there are no devices with the same name (To ensure my Sonos devices are not duplicated, I've added Sonos to the end of each of my players within the Sonos App. Remember, if you want to do this, rename before selecting 'Discover';);

    Please retest and let me know the result.
    Remember: Sometimes Red Wine helps :)
    Ryan S
    Ryan S
    Retired Sonos Staff
    October 30, 2017
    These are some great troubleshooting steps for playback issues from UKMedia. Just one note,

    - If you have a Connect, please power down and then switch on and wait for it to boot;

    I think here you mean a BRIDGE or a BOOST (or anything else you might be using as a wired Sonos device).
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    UKMedia
    UKMedia
    October 30, 2017
    Yes I was relating these instructions to closely to my own set up ?
    Remember: Sometimes Red Wine helps :)
    Ryan S
    Ryan S
    Retired Sonos Staff
    October 30, 2017
    They're good suggestions. Thanks for helping out!
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
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