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Sophie01
Contributor I
September 22, 2019
Answered

wont skip track

  • September 22, 2019
  • 106 replies
  • 10243 views
I have 2 sonos ones and a beam, when I ask to skip track with alexa on spotify, she just says I cant skip to the next song. Very frustrating.
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      Best answer by Ryan S

      Hi everyone, as of some cloud updates that have gone out, this should be fully resolved now. You shouldn’t need to take any steps other than making sure you’ve got Alexa configured properly (if you happened to remove it or anything of the sort during troubleshooting).

      106 replies

      Show previous replies
      brianna
      Lyricist I
      May 5, 2020

      i think i got the answer worked for me at least on 2 sonos moves 

      1. activate you speakers like you would normally thru the sonos app. name them differently with room names , do not screw with the names of them in the alexa app yet.
      2. dissable and and re enable the sonos skill in the alexa app.
      3. tap the power button once for a second while on the dock to get to turn off the speakers, just a tap not the 5 second push to totally power off the speakers
      4. close out of both apps running in the background on your devices. 
      5. wait over night , allow time for 2 companies apps to sync with other a little bit . when you wake up the speakers should be powered on and named correctly in alexa app to the room names you gave them in the sonos app. i don’t recommend changing the names of them at all in the alexa app might have to do the whole process again.
      Ken_Griffiths
      Ken_Griffiths
      May 5, 2020

      I have the 'skip'/'next' track issue with Alexa too. I am resident in the U.K. Some users here however are apparently still working okay in regard to this feature. 

       

      I’ve tried everything I can think of to try to fix this at the user end, including removing the Alexa Assistant from all Sonos devices, deleting the Sonos Skill in the Alexa App, deregistering every Sonos device in my online Amazon account and removing the sharing agreements at ‘logon with Amazon’ .. even destroying and recreating my 'Amazon Alexa Enabled Groups’.

       

      Despite restoring all from a 'blank canvas' and ensuring all Sonos device names remained 'unique' and did not clash with other smart-home devices etc; I still had no joy getting this issue to work correctly.

       

      ‘Skipping tracks' is currently working fine on my echo devices.

       

      I have spoken, albeit briefly, with Sonos Staff and they were extremely helpful (as always) and have stated they are liaising with Amazon over this issue and hope to get the matter resolved soon. It clearly is only affecting some user accounts. It appears to just be case of some users waiting for a fix on the 'account' side.

       

      Meanwhile as a bit of a workaround, Sonos Staff stated that if I initiate a playlist, or album, etc; direct/manually via the Sonos App, that the 'skipping’ of tracks using a voice instruction should then work… which it does.

       

      So this only appears to be an issue where audio playback is started by using an Alexa voice instruction. I will now just wait patiently for this matter to be resolved and I hope the info. here may help other users who encounter this issue and perhaps saves them a little time trying to seek their own fix for the issue.

      ranjan_x
      Lyricist II
      May 7, 2020

      I have the 'skip'/'next' track issue with Alexa too. I am resident in the U.K. Some users here however are apparently still working okay in regard to this feature. 

       

      I’ve tried everything I can think of to try to fix this at the user end, including removing the Alexa Assistant from all Sonos devices, deleting the Sonos Skill in the Alexa App, deregistering every Sonos device in my online Amazon account and removing the sharing agreements at ‘logon with Amazon’ .. even destroying and recreating my 'Amazon Alexa Enabled Groups’.

       

      Despite restoring all from a 'blank canvas' and ensuring all Sonos device names remained 'unique' and did not clash with other smart-home devices etc; I still had no joy getting this issue to work correctly.

       

      ‘Skipping tracks' is currently working fine on my echo devices.

       

      I have spoken, albeit briefly, with Sonos Staff and they were extremely helpful (as always) and have stated they are liaising with Amazon over this issue and hope to get the matter resolved soon. It clearly is only affecting some user accounts. It appears to just be case of some users waiting for a fix on the 'account' side.

       

      Meanwhile as a bit of a workaround, Sonos Staff stated that if I initiate a playlist, or album, etc; direct/manually via the Sonos App, that the 'skipping’ of tracks using a voice instruction should then work… which it does.

       

      So this only appears to be an issue where audio playback is started by using an Alexa voice instruction. I will now just wait patiently for this matter to be resolved and I hope the info. here may help other users who encounter this issue and perhaps saves them a little time trying to seek their own fix for the issue.

      I had a similar interaction with Sonos support with the same conclusion. The technical team contacted a couple of days later to confirm that they are working on a fix. From a customer’s perspective it does reduce the usability of the device for me and am tempted to escalate it as a complaint where possible.

      iHD
      Trending Lyricist I
      May 9, 2020

      Hi everyone, 

      The team is working on an issue where Alexa becomes unable to skip tracks that are playing. They’re working on a resolution now, but in the meantime, you could try a few steps that might get it working on your system.

      Start with removing Alexa entirely from Sonos in the Sonos app. This is in Settings > Voice Services. Then, go to the Alexa App and disable the Sonos skill and leave it disabled. Finally, go back to the Sonos app and set up Alexa again.

      If that still doesn’t fix it on your system, another suggestion is to try setting this up use a different Amazon Alexa account in Sonos, if you have one.

      While we get this resolved with the Alexa team, as a workaround, tracks that are added to the Sonos queue using the Sonos Controller should be skip-able with Alexa as expected. 

      Thanks for your patience and I’ll update this thread when there’s more news to share. 

      I removed , de-registered accounts, factory reset all my Sonos. And the problem is still there. 
      please fix Sonos. 

      shortfuz
      Lyricist I
      May 13, 2020

      I can confirm that starting music from Pandora via the app vs via Alexa allows me to skip songs… But the thumbs up/thumbs down feature does not work in either scenario...

      iamthespy007
      Contributor I
      May 15, 2020

      I can skip Pandora just fine with Alexa if I start from the Sonos app. However Alexa won't skip if I start playing using her. Sonos Move. 

      iHD
      Trending Lyricist I
      May 16, 2020

      I got it to work again. Here are the process.

      1. Contact Sonos and Submit a diagnostic.

      2. Remove Alexa voice service on Sonos app.

      3. Disable Sonos skill on Amazon Alexa app.

      4. Go to Amazon account, and remove Sonos from your list of devices.

      5. Sign out from your Amazon Alexa app.

      6. Sign out from your Amazon shopping app.

      7. Sign out from your Amazon on your default web browser.

      8. Go back to Sonos app, add Alexa voice service again. It will ask you to authorize by putting in your Amazon account id and password. You have to make sure your Sonos ask you to type in these info manually (thats the reason you have to sign out your Amazon accounts on your Alexa app, Amazon shopping app, and on your browser). 

      9. Try "shuffle songs" and "play next song" on Sonos and it should work. At lease it works for me.

      Notice the important step is step 1. I did all the steps 2 to 9 before and the issue was not resolved. I contacted Sonos and submit a system diagnosis. Then I did steps 2 to 9, and now it works. 

      Good luck guys & gals!

      After step 1. You can read all the steps i listed above in the below link

      https://support.sonos.com/s/article/3516?language=en_US

      Ryan S
      Ryan SAnswer
      Retired Sonos Staff
      May 18, 2020

      Hi everyone, as of some cloud updates that have gone out, this should be fully resolved now. You shouldn’t need to take any steps other than making sure you’ve got Alexa configured properly (if you happened to remove it or anything of the sort during troubleshooting).

      Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
        Ken_Griffiths
        Ken_Griffiths
        May 18, 2020

        Thanks for the reply/update Ryan S.

        Just to confirm the ‘next/skip’ issues, using Alexa, are now all sorted with my system and everything is working fine again here.👍

         

         

          simonSal
          Lyricist II
          May 18, 2020

          This is great news, I’ll check it first thing in the morning as it’s now late here in the UK. I had lots of communication from support but just wasn’t prepared to go through the steps requested, such a long process. Sorry I just don’t have the time for that.

          I do hope this fix is the one 

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