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Sonos One Google Assistant and Youtube music premium - Playback paused because this account is being used in another location

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56 replies

C

@Simon B I don’t want to do that. I will just use Google Play Music instead and hopefully you have fixed the YouTube issue when it gets closed.

Does Bohemian Rhapsody play on your YouTube Music account?

B

Wow it's pretty amazing how long this issue has been going on and still doesn't appear to be solved. 

A

6 Months. Tons of different users. Multiple Updates. and NO solution. No direct casting from YT Music and I don't know which dev team is more trash Sonos or the Jokers at youtube who took away google play music. This system has gone to trash. FIX IT

Simon B
Userlevel 6
Badge +16

Hi @ziad, Thank you for reaching out and welcome to the community. And for sending a diagnostic report of your Sonos system. Sorry to hear about this issue. Upon checking, Youtube Music is added on your account. If you have tried to remove and readd the Music service and it still doesn’t work. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may request for remote access on your device controller where you have the Sonos App to check further.

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

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H

Hi @Simon B 

Thank you for your attention.

I'm currently using only only one Sonos One and Sonos app for android. I have device for few days now.

It was happening as of beginning. Some commands seems to be easier to understand but Sonos. For example "Play Johny Cash" and some more difficult. I haven't tried much voice commands as I looked like an I*** in front of my family. My cat seems to understand me better than my Sonos. Usually, the slower and louder I speak, the better Sonos understand. I don't have this issue with Google Assistant on my phone, Shield, Tablet.

I'm not aware of any changes that I would do. I'm new to smart home, so I'm using very basics. 

My YouTube music is connected also to my Shield TV, but during testing, I have made sure that Shield is turned off. 

It happens each time I ask for playing London Grammar. But as I said, I can play it on the YouTube music, on the Sonos, if I launch it from my phone. 

Airgetlam

Important to note that the only function here for Sonos is to take your voice input, and pass it off to the Google cloud for processing. Sonos does no processing of voice commands in their own software. Once the cloud processes what it received, it sends back a digital command to whatever device needs to be told to do something. In your case, it’s the speaker to play a particular track or artist, streaming from a particular service.

Since you indicate you’re not having issues with other input devices, my guess is there’s something impeding your voice reaching the microphones on the Sonos, so Sonos is having trouble hearing, and sending that information to Google for processing. I’d take a look at the environment that is around the speaker to see if there’s anything that may be blocking your voice from clearly reaching the speaker’s microphones. 

There’s always the slight possibility of a failure on the electronics of the Sonos. If you think there may be an issue with the microphones on your speaker, I would recommend that you submit a system diagnostic , and call Sonos Support to discuss it.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the phone folks, there are more options available beyond just the diagnostic analysis. 

Bruce
V

Hi Simon thanks for your help, I personally don't think  my phone is the issue I can replicate this on three other phones, the issue looks like it is YouTube and Sonos and reading other post I am not the only one. My is YouTube not letting us cast directly to Soon?

 

 

 

 

L

I can play songs fine via voice commands. I can then replay the song if I press play again in the app after the song finished playing. but if I search for the same song again I get the error. 

 

So something is going on within the Sonos app. A previous poster guessed its related to caching/buffering and this seems like the most conceivable idea so far. 

V

Thanks just sent

 

Your confirmation number is: 2000299843

Simon B
Userlevel 6
Badge +16

Hi @clas00904, thanks for the update. I'll do my best to find a fix about the issue. Bohemian Rhapsody plays on my Youtube Music. It is the 2011 mix that I have on Youtube Music. Also, if you have time, kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

 

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M

I have this problem too. It’s intermittent. I tend to go back and forth through the day between (1) Android phone + YouTube Music app + Bluetooth speaker and (2) a Sonos Play:1. The issue happens to me every day or two.

Right now it’s happening with Jennifer Castle / Monarch Season.

Some observations:

  1. Open Sonos app on my phone. Search for JC/MS. Try to play it. Result: “Playback paused because your account is being used in another location”.
  2. Open Sonos app on my Macbook. Search for JC/MS. Try to play it. Result: same as above.
  3. Open Sonos app on my phone and find anything else (e.g. random album from my library). Try to play it. Result: works fine.
  4. Go to YouTube Music app on my phone. Find JC/MS. Try to play it on my phone. Result: works fine.

Is it possible that Sonos has cached this error condition somewhere for this specific album, and isn’t actually checking back with YT Music?

M

OK I investigated a bit more and this does seem like a caching issue to me. I can force the issue to happen if I play an album on my Macbook in YouTube Music (e.g. through the web app) and then try to play it at the same time through Sonos. Predictably, and correctly, Sonos gives the “account is being used in another location” error.

However, if I STOP the music in the YouTube Music app and then try again to play it through Sonos, I continue to (incorrectly) get the “other location” error. At this point the album is completely inaccessible through Sonos. I imagine that at some point (hours? days?) later Sonos will clean itself up and allow me to play the album again, but I can’t seem to do anything to force it to re-check the album.

Note that I can continue to play OTHER albums through Sonos just fine.

Some concrete steps to reproduce this:

  1. Play Album A in YT Music (e.g. phone app, web browser).
  2. Play Album A through Sonos at the same time. Expected (correct) result: will fail in Sonos with “other location” error.
  3. Stop Album A in YT Music.
  4. Try again to play Album A through Sonos. Expected (incorrect) result: will fail in Sonos.
  5. Play Album B through Sonos. Expected (correct) result: works fine.
  6. Play Album C through YT Music app and then simultaneously through Sonos. Expected (correct) result: will fail.
  7. Play Album A again through Sonos. Still fails!
  8. Play Album B again through Sonos. Still works!
  9. Play Album C again through Sonos. Still fails!
M

I’ve been having the same problem. I’m using Sonos 5 (Gen 2) and have three of them around the house. I tried playing Bicycle Race by Queen and was not able to. My diagnostic number is 975838229.

M
Userlevel 1

I can confirm I have the same issue and that no other devices are using the YouTube music subscription at the same time.

As requested I have submitted diagnostics - confirmation number 47976698.

L

While trying to play songs by Hozier via voice command I now also had the issue that it would not play any songs. Spotify is playing without issues though. But I have a YouTube Premium account specifically for also having no ads on YouTube, don’t want to then also pay for Spotify.

D

I have this problem and itbjas nothing to do with voice because I don't use voice but I am a previous Google music user. I can listen to ALL on YT music app with no prob. I also confirmed on google account management only 1 device has used this app. SONOS ESCALATE THIS ISSUE ITS CLEARLY YOUR PROBLEM

Z

I have the same problem

I do not use any other device 

My diagnostics number 1312538136

H

I have exactly same problem. 

When I ask assistant to play Johny Cash, I have no problem. If I ask for London Grammar and I get same error. On the screen of Sonos app, few songs from London Grammar jumps from one to another with this error and noting plays. 

 

If I search for London Grammar in the Sonos app and start play, it works. Issue is only via assistant. 

 

Not even mentioning issue where Sonos does not understand 80% of time I want something and my Google activity is full of Sonos Unknown requests.

Simon B
Userlevel 6
Badge +16

Hi @VanAxe, Thank you for reaching out, and welcome to the community. Sorry to hear about this issue on Youtube Music, have you tried to remove and readd the music service on the Sonos App to check if that will work? And are there multiple accounts that are logged in on the Sonos App?

Let us know what you have in mind with the advice above.

The Sonos community is always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question
M

I have the same issue as well - only happened since Sonos stopped supporting Play Music and forced me to switch to Youtube Music.  Diagnostic number is 992642682.  Trying to play Barber of Seville via Youtube music.  SImilar to other members, I don’t really want to sit on the phone with call support.  Given that multiple people have this issue, I think Sonos should research it and provide an online answer.

H

Dear @Airgetlam i can see your point. 

I have googled on the internet, and there are many people complaining about the same issues with Google Assistant on Sonos.

  • Does not understand
  • Does not provide voice feedback
  • Does provide feedback but does not take an action

I have tried my Sonos at 3 different places. 

This is how it looks when Sonos does not react - it is from 1 meter distance from the speaker that is at the level of my eyes (could be due to position of microphone in the Sonos).

While from same distance, talking to my phone has around 90% of accuracy.

 

Tested in the quiet room. Sonos is placed nearby router. That could cause interference, but even when I made a test with Sonos at the window, furthest from the all devices at home, issue was same. 

Simon B
Userlevel 6
Badge +16

Hi @Murch, thanks for reaching out. I appreciate you taking the time to submit the diagnostic report. Regarding your concern, I’ll ask some things to assist further on this issue. 

  • Is it also happening on the Native Youtube Premium App?
  • Have you tried to remove and readd your Youtube premium account on the Sonos App to check if the issue will persist?
  • Can you try to change your password, just to make sure that no one is trying to access your account on other locations?

On the diagnostic that you provided, I can’t see any issues with the Sonos system. and with the Youtube premium subscription. If this won’t still work, then we’ll check for other options for this issue.

Let us know how you get on with the advice above.

We're here to answer any further questions you have.

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M

Same issue here. Youtube Music Premium subscription and certain songs (about 30%) were skipped. It isn't solved anyway. 

No Problem playing those songs in the YT Music App.

Please could you fix this problem. Google Music is closed so we have no workaround yet. Thank you! 

S

Same issue here - SONOS WHEN WILL YOU FIX THIS??

Simon B
Userlevel 6
Badge +16

Hi @VanAxe, thanks for the update and the information that you provided. So that we can check the current status of your Sonos system and the Music service, I’ll ask you to submit a diagnostic report to investigate further what could be causing this issue. You may reply to the thread with the confirmation number to assist you with this issue.  

Please, feel free to let me know if you require any further information.

We're here to answer any further questions you have.

Help others find useful content by clicking the like button and selecting the best answer to your question
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