Why does my Sonos system turn itself on, playing a random song!?

I had this happen to me today but I have Apple Music and it started playing music on a grouped pair of sonos ones and a sonos move that were all grouped together previously… it started playing some random strange song on Apple Music at about 1:45am tonight. I submitted diagnostics number 763298157. Can someone please help or look in to this? This has never happened to me before so would like to know what happened!!

Hi @tangfj 

The playback was initiated by the Apple Music service, though I cannot tell you by which device - you’d need to check each device logged into the same Apple account.

I hope this helps.

We lost our son (who just turned 7 the month before) in September 2021 to cancer. The song that automatically played was as song that would come on the radio while driving our son to his treatment appointments. I realize they two aren’t connected, however this event still triggered an emotional response from us.

Diagnostic code is 497511320 and captured <10 minutes of it happening. Wife and I were both working from home and not interacting with the sound system in any way that it could have been triggered.

• No pets that would be able to trigger the system
• Sonos app is only installed on my phone where I have no other streaming services installed
• Opened app to find that a song was playing titled “Thank God” by Kane Brown and Katelyn Brown
• We have a WebOS 2.2 LG TV but that hasn’t been on since the day before. Connected via HDMI arc to the speaker

I am just looking for some response to the diagnostic

• I have a rack server with a bunch of IOT devices in a home lab set-ups and a plethora of other IOT devices, from Alexas, to doorbell cameras etc on the same network as the sonos beam system. Potential theory that a broadcast request was sent to this device somehow...
• By providing me with a calling payload ip source, url or any other relevant information I can further diagnose this and figure out where the request to play the song came from

Thank you

What streaming service was the song on? It could make a difference. And it might not need to be installed on your phone, either. 

In general, the moderators here will be slower in looking at your diagnostic, rather than contacting Sonos Customer Support directly. They’ve got their hands full in moderating this forum, and aren’t always able to jump on diagnostics. 

Isn’t the answer always Spotify? I look forward to the pro analysis of the log.

Yes, although there’s been, I think, a handful or less of alarms from things like Homekit or other similar apps. Not many, I’ll grant you, but a few. 

Hi @lost2021 

Sorry to hear of your loss.

The event you refer to was triggered by Sonos Voice Control - I assume due to a false detection of the wake word and command. As SVC will typically just make a noise when it’s following your command, rather than responding with speech, this will not have been obvious at the time.

@Corry P thank you for the added context. This makes sense

• Wife is on the phone all day and office is near the sonos system where it can pick up on her voice.
• The music that played came from “Amazon Music” per the sonos app. We have our sonos system integrated with Amazon music

Now to figure out what the wake word is as I do not recall setting one up.

The wake word for Sonos Voice Control (SVC) is “Hey Sonos”.

I've had this on my Move (S1).

A random song from Spotify set ours off while everyone was in bed asleep (11.55pm iirc).

Song and Band I'd never heard of before which is even stranger!.

No one has linked to our Spotify apart from my wife and children.

No one else has our WiFi credentials.

Looked at Sonos App and it said "Launched From Spotify" or similar.