Sonos Ones Not Playing Music

Forum|Forum|8 years ago
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?

Sonos One

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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.

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K

klwlls11Author

Contributor III

I carefully did everything as you stated in the exact order as you described. Unfortunately, this didn't fix the issue. I still can't play music. FYI, I had tried all of those steps before today, but maybe not in that exact order. I am not sure where to go from here. It may be time for me to consider returning these back to Best Buy before my 14 day return window is up. The unfortunate part is I know that exchanging these for new speakers will not fix my issue. This has to be software related.

UKMedia

If you are willing to accept the risk mentioned in this help page then I would suggest a Factory reset and then adding the Sonos 1 again.

https://sonos.custhelp.com/app/answers/detail/a_id/1107/~/factory-resetting-a-sonos-product

Remember: Sometimes Red Wine helps :)

K

klwlls11Author

Contributor III

I tried the factory reset on the Sonos Ones. That didn't fix the issue. Here are a couple of updates on some things I have noticed. When I remove the surrounds from the playbar, the sonos ones fuction perfectly as stand alone speakers. They respond to Alexa commands the way they should. Next, I created a stereo pair. This also function flawlessly. Finally, I tried to re- add the surrounds, and again I have the same issue. No Alexa. Alexa will respond the exact same way saying that it is now playing, but the music never starts.

UKMedia

Can you submit a diag and post the number here?

Remember: Sometimes Red Wine helps :)

Ryan S

Retired Sonos Staff

Can you submit a diag and post the number here?

This would be great.

Also, in the Amazon Alexa app, if you check under Smart Home devices, do you see the room that your Sonos Ones are part of? Do you happen to see a second entry there too with (offline) beside it? If you have any offline Sonos devices listed there, can you forget them?

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

K

klwlls11AuthorAnswer

Contributor III

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.

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