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koppah
Avid Contributor I
July 7, 2020
Question

Major Spotify regressions in S2

I typed this out and it got lost, so you’re getting a shortened version.

Spotify often starts playing a random playlist when I tell ask the speaker to ‘Play Spotify’ via Google Assistant. For instance, my Arc had been grouped with the rest of my house and was playing the ‘Discover Weekly’ playlist. I then watched some TV, then asked it to play Spotify again. It started playing the ‘Sublime’ playlist, which I haven’t listened to in MONTHS.

Additionally, it usually takes two voice invocations to get Spotify playing when it’s been idle for a while. The first one gets a positive response from the Assistant, but neither the Sonos nor Spotify apps think that the speaker is playing. I have to say it again to get it going.

Please, please, please fix this, the current behaviour is INFURIATING. I miss the S1 behaviour where it would simply resume playing whatever the most recent device was. As an example, it used to be great that I’d be listening to Spotify on my phone, then get home and just ask Sonos to play Spotify and it would pick up playing whatever I had on my phone.

Diagnostic ID: 668320432

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20 replies

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gregoryaldridge
Lyricist III
July 25, 2020

Hi Annazel. This appears to have worked. However with the problem being inconsistent before I will check back in here again if it happens again 

thank you

Annazel S
Annazel S
Retired Sonos Staff
July 26, 2020

Hi @gregoryaldridge.

Thanks for the update.

That was awesome, it’s so nice to hear that we seem to resolve it this time, I appreciate your patience and cooperation.

No worries, if it will happen again, you can always reply back here and I can take a look.

 

Let us know if you have any other questions or concerns, we are here to help.

You are always welcome in the community.

Cheers!

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koppahAuthor
Avid Contributor I
July 26, 2020

@Annazel S - I don’t think that this thread is resolved. I submitted a diagnostic per your request. Did it show anything useful?

Annazel S
Annazel S
Retired Sonos Staff
July 26, 2020

Hi @koppah.

Thanks for the response and sorry to hear that the issue persists.

The submitted diagnostic provides us with a snapshot of your system, it’s best getting it while the issue is happening.

At this point, it might be best to reach out with Sonos Support, to take a closer look in real-time.

I recommend calling in phone support for they have more options available for advanced troubleshooting.

The toll-free contact number is 1-800-680-2345

Their hours of operations are Mon-Fri 10:00 AM - 9:00 PM EST.

 

If you have any other questions or concerns, don’t hesitate to reach out.

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gregoryaldridge
Lyricist III
July 30, 2020

 

hi Annazel. The problem is back. 
 

normal Alexa voice commands working. I request a song and it replies positively and then nothing happens until I request again. 
 

diagnostics below

2080910411

Annazel S
Annazel S
Retired Sonos Staff
July 30, 2020

Hi @gregoryaldridge.

Thanks for reaching out and for the update.

At this point, it might be best to reach out with Sonos Support, to take a closer look at the diagnostic in real-time.

I recommend calling in phone support for they have more options available for advanced troubleshooting.

The toll-free contact number is 1-800-680-2345

Their hours of operations are Mon-Fri 10:00 AM - 9:00 PM EST.

 

If you have any other questions or concerns, don’t hesitate to reach out.

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gregoryaldridge
Lyricist III
July 30, 2020

Is this toll free from within Australia?

Annazel S
Annazel S
Retired Sonos Staff
August 1, 2020

Hi @gregoryaldridge.

Thanks for your response.

The toll-free number provided above is for the US, you would need to visit the Sonos Support website and select your country to generate the specific support contact number.

Please let us know if there is anything else we can do for you.

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gregoryaldridge
Lyricist III
August 1, 2020

Hi

 

the issue has evolved somewhat. Despite not having an amazon music account when I ask for a song via Alexa (all normal services working) it says ‘playing specific songs is only available on Amazon music accounts’

 

this clearly is available on Spotify on Sonos but not being activated 

Annazel S
Annazel S
Retired Sonos Staff
August 2, 2020

Hi @gregoryaldridge.

Thanks for your response and for the update.

I see, it seems that Alexa is playing the song from its default music service which is Amazon Music.

When asking Alexa to play music, the song will begin playing from Alexa’s default music service unless you specify a different service in your command.

Please ensure that the music services you have in the Sonos app. is also linked to the Alexa app.

Then, try to command Alexa to play the song from a specific music service.

Here is the link to set or change your default music service in Alexa app, please click here.

 

Let us know how it goes and if you have any other questions or run into any issues, please do not hesitate to reach out.

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