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Google assistant music play back issues

  • 1 September 2019
  • 67 replies
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67 replies

Ken_Griffiths
Any update on that yet?
Google assistant music playback worked fine till September, and now all I get is the dreaded "Sorry I can't help with that yet" message.

A lot of back and forth with Sonos support with no resolution.

As a customer of 11 years this is the first time that I have been disappointed with Sonos. Don't want that to become a trend, especially with increasing competition from Amazon smart speakers etc.

Sonos, get on it and get it fixed!
This was my way of solving ‘Google Assistant on Sonos’ issues. See link ..,

https://en.community.sonos.com/google-assistant-and-sonos-229109/sonos-not-working-on-google-assistant-6829259#post16363804
C
Any update on that yet?
Google assistant music playback worked fine till September, and now all I get is the dreaded "Sorry I can't help with that yet" message.

A lot of back and forth with Sonos support with no resolution.

As a customer of 11 years this is the first time that I have been disappointed with Sonos. Don't want that to become a trend, especially with increasing competition from Amazon smart speakers etc.

Sonos, get on it and get it fixed!
G
Add me to the list of affected customers, bought two sonos one gen2s three days ago contacted google yesterday they said to talk to sonos come here and see this... and of course I threw the boxes away so returning them will probably be a pain.
Y
It's been a month. I assume it'll never get fixed.
M
Same problem for me too with Spotify here in Sweden... 😕
J
Userlevel 1
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No resolution here either. (https://en.community.sonos.com/google-assistant-and-sonos-229109/sonos-not-working-on-google-assistant-6829259) Very frustrating.
T
Userlevel 2
Same issue here. Just stopped working. Now I can’t play Sonos via asking my Google Assitant (Hub) and being told it can’t do this yet. Awesome, Sonos can’t fix it - come on guys!
E
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I'm having a similar issue for weeks now where I can't get it to play any Spotify premium content indicating my premium membership tier doesn't support it. Works fine on my google home speaker and any other assistant device.

I ran through the same actions as "glaciercat" with no resolution... Super frustrating. Sonos we deserve a response on this. There are like 5 other threads on your forums for this same issue so its fairly widespread.

Tried the following just as Glaciercat did. no Luck!

  1. Restart the Sonos app; restart the Spotify app
  2. Unplug/recycle power on Sonos One
  3. Restart my phone
  4. Reauthorize Spotify account under Sonos app under Settings>My Music Services
  5. Remove and reconnect Spotify account under Sonos>Settings>My Music Services
  6. Unlink Sonos One and Sonos account from my Google Home under "Device settings" and "Manage accounts"
  7. Unlink my Assistant from all devices under "Manage accounts" *this was a drastic measure😓
  8. Set Sonos One up through the Sonos app
  9. Select "Add Voice Assistant" through the Sonos app under Settings>Room Settings>[Room Name]>Voice Services to set back up with Google Home/Assistant. Ensure it's configured to the right Home and Room - add Music Service(s)
A
I'm also affected by this, exactly as the OP is describing, with TuneIn and Spotify refusing to work on Sonos - they work fine with my regular GH units. Any news from Sonos or Google on this?
JollyOrc
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yep, having the same issue here. For Google Music and TuneIn.

I start thinking that it's not just "a few Google email accounts" anymore...
J
I have the exact same issue as described. 😞 Hope they fix it soon!
Y
I am suffering the same issue with my Sonos Beam, google assistant and Spotify... Hope to see if rectified shortly, Sonos!!!
R
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Exactly, the account you want to use for assistant is always going to be the one also paying for Google Music. Really sucks.
Y
This sucks.... part of the reason I got Sonos One is so I could use voice commands instead of the App. Now I have to wait again.... I can't even change emails because my gmail account is the one paying for my Google Music.
R
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I'm happy Sonos is seemingly investigating this with Google but given that this issue seems to be rare I'm not confident it will be given much of a priority at Google.

I tried flying this up the flagpole with Google and they told me there is no support for Google Assistant only Google Home devices.
J
Userlevel 1
Email just received from Sonos, cancelling my service call tomorrow because they know they can't fix it:


Hi Jack,

I was reviewing your case prior to our call tomorrow and it looks like you are one of a handful of customers suffering from a bug that is affecting specific accounts with Google Voice Assistant and Sonos.

The unfortunate news it that currently the only work around is to use a different gmail account to get Google Voice working on the system but we have opened up the bug with Google and are providing them information around the affected customers as we encounter them. I'm unsure of an ETA of the fix yet, but we will keep on top of this with them to ensure we obtain one because we know that using another Google account is not an ideal solution.

This means that there isn't anything we can really do for this with our call tomorrow, but I've added information from your ticket to our bug report and will keep your ticket in my court as we keep on this issue. Soon as I hear an update from the Google team, and if there is anything they want us to have our users try I'll reach back out to you.

Thank you,
Brandon G
Sonos Escalations Team
Y
I've had the exact same issue. When I first got my Beam and Sonos One it worked perfectly in August. 2 weeks later I am facing the exact same issue as everyone else is describing and my Sonos will no longer play from Google Music or Pandora via Google Assistant.
G
So since Tuesday and my call with Sonos support , the work around we sorted now doesn't work anymore , also using my wife's account doesn't work anymore. It's actually ridiculous. I've never known anything to work so badly as this system. I've made contact again via email. If I manage to fix it again I will post on here . Especially if anything new comes up.
J
Userlevel 1
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Specifying the service name also does not solve this for me. Same behavior on Google Play, Spotify, Pandora, TuneIn and regardless of what the default music service is set to.
J
Userlevel 1
Ok so I just got off the phone with Gavin from Sonos and all I needed to do was make sure I add 'on Google play music' when I voice command content to play. Strangely if I used an alternative Google account I didn't need to add that on. Didn't have any issues with the speaker not being available this evening whilst on the phone but it would seem that it's an intermittent network issue.

Doesn't solve for me unfortunately. Even when I specify 'on YouTube music' I get the same error..
R
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That doesn't solve it for me unfortunately.
G
Ok so I just got off the phone with Gavin from Sonos and all I needed to do was make sure I add 'on Google play music' when I voice command content to play. Strangely if I used an alternative Google account I didn't need to add that on. Didn't have any issues with the speaker not being available this evening whilst on the phone but it would seem that it's an intermittent network issue.
G
Damn. That's not a great fix for me at all. I have a phonecall booked with the Sonos team tomorrow evening. The main fault I have at the mo is the GA telling me that the speaker isn't available right now if I voice command music or radio playback. But when that fault isn't happening then every other song I request I get the error this content isn't available. If I have to use a different Google account then to be honest the speaker will be returned as that's not a fix for me.
R
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I've been having the same issue for months. Sonos support has not told me that this is an issue that they are aware of, quite the opposite actually. They have referred me to Google support....and then Google says I need to talk to Sonos. Bahhhh!

If I configure everything with a new google account it all works fine. This isn't a solution naturally but it does point to an issue with the Google account itself.
J
Userlevel 1
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All I know is what a Sonos rep has told me, which is that they are aware of this issue and are communicating to Google about it as it affects more users. My recommendation would be to go through all the troubleshooting phone calls to help get this noticed by Sonos/Google to drive a quicker resolution.
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