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Seattle12
Contributor I
November 1, 2020
Question

Amazon streaming not working

  • November 1, 2020
  • 1 reply
  • 131 views

Please help! We keep getting an error message that our Amazon Prime music service is streaming elsewhere and is unavailable to our Soundbar. But no one in our household is streaming Amazon at all. I’ve tried all the recommended fixes - rebooted router, Re-authorized Amazon on Sonos, deleted and restarted our Sonos and Amazon Music apps. Nothing is working!!

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1 reply

Rowena B.
Rowena B.
Retired Sonos Staff
November 1, 2020

Hi @Seattle12, thank you for reaching out to us, and welcome to the Sonos Community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this.

First, I'd like to ask some questions to isolate the issue so we can create a path towards resolution.

Do you use your Amazon account in another home or location?
When you ask Alexa about time and the weather, did she respond correctly?

Let me suggest the following steps to see if this would work for you.I know that you have performed the troubleshooting below, it would be best to follow it step by step.

  1. Open the Alexa app on your iOS or Android device.
  2. Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill.
  3. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device.
  4. Disable Voice Control in the Sonos app. From the Settings tab, tap Services, and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa.
  5. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app, and Amazon.com in your mobile browser.
    • To sign out of the Amazon mobile app:
      • On Android devices, open the app and tap Menu > Your Account > Sign Out.
      • On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > "Not [name]?"
  6. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
  7. Once completed, try giving Alexa another command.

If you're still having the same issue after checking the steps above, I recommend contacting our Sonos Customer Care support to remotely connecting to your device to further assist you on this and to provide the best option for you.

Please feel free to reach out in the future if you have any other questions.

You're always welcome here.

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