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OllyWolly
Contributor I
November 3, 2020
Question

Spotify & TuneIn not working on Alexa or Google Assistant

  • November 3, 2020
  • 12 replies
  • 420 views

I have had various Sonos Ones for some time. All of a sudden Alexa is no longer connecting to either Spotify or TuneIn. You give the instruction, Alexa confirms the request…….but then silence.

 

I have changed voice assistants to Google.... same result.

 

I have removed both accounts and re-set….same result. 
 

I have called Sonos and they say responsibility lies with Amazon.

 

I have called Amazon and they say responsibility lies with Sonos.

 

Given that I have the same issue with Google Assistant, I suspect this is something to do with Sonos.

 

PLEASE HELP - I JUST WANT TO ASK ALEXA TO PLAY SOME MICHAEL BUBLE!

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12 replies

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mike-uk
Lyricist III
November 10, 2020

Thanks @Rowena B. 

Diagnostic: 1148762218

Rowena B.
Rowena B.
Retired Sonos Staff
November 11, 2020

Hi @mike-uk, thank you for your response and for submitting the diagnostic. Let me check it for you.s.

Based on the diagnostic, there's interference in your wireless network that is caused by wireless congestion, and an audio playback failure was detected in your Sonos system the audio feed is too slow. This could be the reason why you're having an issue.

Let me suggest the next troubleshooting steps, to perform a sequential reboot of your network devices, all your Sonos products, and force close mobile controllers to refresh the connection. 

A sequential reboot means that we need to do this in order.
1. Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
2. Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
3. Force close the Sonos app from your iOS or Android device.
4. When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.

After performing the steps above and you're still experiencing the same problem, wire one speaker to your router and test Sonos' performance. 

Let us know how you get on with the advice above and run another diagnostic report. Kindly include the confirmation number in your response for us to check. 

If you have any questions about this. We and the community are always here to help.

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