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mittaltanind
Contributor I
Jun 5, 2020 2:36 PM UTC
Answered

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

Sonos One Google assistant and Youtube music premium

Error: Playback paused because this account is being used in another location

Sonos one bought in the UK, for at least 30% of songs it just skips the song and shows the above error.

 For example while playing Indian Summer by Jai Wolf

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    Simon B
    Simon BAnswer
    Retired Sonos Staff
    Aug 15, 2020 4:56 PM UTC

    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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    Simon B
    Simon B
    Retired Sonos Staff
    Dec 4, 2020 11:57 PM UTC

    Hello there @VanAxe, thanks for the update, about your concern, since you tried and replicated the issue with 3 other devices and it’s still the same, We need further support for this issue.  kindly contact our phone support team for further assistance and more in-depth troubleshooting steps and so that they can create a troubleshooting ticket for this issue. 


    Keep us posted on how it goes and we're here to answer any further questions you have.

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    Oijtv
    Lyricist I
    Dec 14, 2020 6:27 AM UTC

    Same issue here

     

    diagnostic Numbers: 692801181

    Song example:

    Dye My Hair - by ALMA

    Queen elizabeth - by cheat codes

     

    then it just skips

     

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      lsmith77
      Contributor I
      Dec 20, 2020 8:33 AM UTC

      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. 

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      mmkaplan
      Lyricist I
      Dec 20, 2020 11:06 AM UTC

      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.

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      lsmith77
      Contributor I
      Dec 24, 2020 12:51 PM UTC

      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.

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      ThisIsUseless
      Lyricist I
      Dec 25, 2020 8:26 AM UTC

      Exact same issue here. Oh my God I'm so tired of Sonos, there's always something wrong. If it was just possible to cast to the stupid speakers, all this would be solved. I'm throwing my **** Sonos speakers in the trash and buying some B&o instead, at least you can cast to those (and they sound better). 

       

      *Moderator Note: Modified in accordance with the community guidelines.*

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      Cagusch
      Lyricist II
      Dec 29, 2020 12:47 PM UTC

      Same issue here, very annoying. Sonos stability is just not what it used to be, like all the app crashes in S1 Android app, embarrassing. Things used to just work, like with Apple, which was a major plus for Sonos. 

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      Simon B
      Simon B
      Retired Sonos Staff
      Dec 31, 2020 6:01 PM UTC

      Hi folks, thanks for reaching out, and welcome to the community. Sorry to hear about this ongoing issue with your Sonos system. So that we can create a troubleshooting ticket for this issue. I'll ask you to kindly contact our phone support team for further assistance and more in-depth troubleshooting steps.  They may request remote access to your device controller and check for the error message and give additional instructions and options about this issue. 

      Keep us posted on how it goes and we're here to answer any further questions you have.

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      Cagusch
      Lyricist II
      Jan 1, 2021 6:57 AM UTC

      Hi Simon,

      The link you posted just tells me that there is no phone support in my region. 

      But, seriously, the issue has been described in detail here, and many people are having it, why don't you just start working on it?

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        Cagusch
        Lyricist II
        Jan 1, 2021 6:59 AM UTC

        And if you look further up in this thread you can see that people already posted their diagnostic number. 

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