I’m having the exact same issue.
Google Assistant queries like, “What’s the temperature?” work fine.
Google Assistant queries like, “Play The Rolling Stones on Spotify” do not work, but result in a response with the Assistant seeming to understand things “Playing This Is The Rolling Stones playlist on Spotify. Sorry I don’t know how to help with that.”
This is awful.
I’m having this exact issue with Spotify and TuneIn.
Mine is doing the exact same thing! Just today worked yesterday, tried re installing and same deal
Yes, sure mine was working before.
Unsure if it’s a Sonos issue, an Assistant problem, or YouTube music issue?
Sonos have tried all their troubleshooting tips and no joy.
A rep is due to call me back.
Let me me know if you find a solution?
thx
I'm still having this issue too. I did everything glaciercat outlined.
Is there a way to mark this question as not answered?
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
Same here: still unresolved, I’m getting a nice mail every couple of weeks saying “they are on it”. Autotext probably, as nothing is happening.
This sucks so much.
One of many issues but a fix doesn't seem to be top of they're priorities. I would urge anyone thinking of getting into Sonos for Google assistant to think again.
This actually did the trick for me. Thank you. All I did was the first step which was removing google assistant from my sonos app. Then re-added it back and set it up again and that seemed to work for me and Spotify. Appreciate it
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.
I'm having the same issues and tried a multitude of previously mentioned options, even unlinking, removing and returning to factory settings and starting from scratch. All settings seem correct and this is my first Sonos which I got for this google integration. Thinking of returning for a google max.
Hi everyone, there were some playback issues over the long weekend, but I believe for now they should be resolved.
If you're still having trouble, I'd suggest that you
contact the team live to troubleshoot, after you've already done the basics.
Re: The reply from Ryan: This problem existed for me before the weekend, and still exists. The device is basically broken.
Confirming I'm still having this issue after several weeks despite taking the following self-troubleshooting steps. Posting here for posterity. Contacting the support team is my next step.
- Restart the Sonos app; restart the Spotify app
- Unplug/recycle power on Sonos One
- Restart my phone
- Reauthorize Spotify account under Sonos app under Settings>My Music Services
- Remove and reconnect Spotify account under Sonos>Settings>My Music Services
- Unlink Sonos One and Sonos account from my Google Home under "Device settings" and "Manage accounts"
- Unlink my Assistant from all devices under "Manage accounts" *this was a drastic measure
- Set Sonos One up through the Sonos app
- Select "Add Voice Assistant" through the Sonos app under Settings>Room Settings>gRoom 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)
And after
all that, still get the same error message: "Sorry, I don't know how to help with that" in response to any "Play music" command.
Will update with where support leads me next...
@Ryan S Tried again this evening. No difference. Removed and re-added Google Assistant. No difference. Frustrating...
I am having the same problem still... Any solutions before I throw out my Beam!?
I just purchased new SONOS move , and I am experiencing the same issue with Google Assistant.
It works fine with Google home, but can not connect to Sonos move to play music, only volume controle and informative questions are being handled.
I tried also Amaxon Alexa - same results.
It is really frustrating.
Please advice if any solution is available.
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
I have done as you suggested making sure I followed down to all little details twice. It hasn't helped.
same issue here. Google assistant was working very nicely with Spotify on my Beam. And then all of the sudden about 3-4 weeks ago. I got the dreaded "Sorry I can't help with that" Ive unlinked, re-linked, re-authorized. nothing seems to work. Would love to know if its a google issue or a sonos issue. Very Frustrating.
Bought a Sonos One after some hemming & hawing - bluetooth speakers just seem a lot simpler, but I figured sound quality and ability to link speakers across the house independently of phone would be worth it. Using the Sonos app seemed annoying, but not such a big deal if I could control most actions via Google Assistant...
Of course, I'm having the exact same issue as everyone else here, immediately out of the box. The troubleshooting steps didn't help me either. Pretty frustrating, after an hour of trying to fix it, likely going to return it tomorrow.
Hi All
I have just reviewed all the comments in this thread and feel partly relieved that I am not the only person who has had this problem.
One of my devices is a Sonos One and I have recently changed the voice assistant from Alexa to Google as I am more brought into the Google ecosystem for a variety of reasons.
Alexa, I didnt suffer these issues but with the google assistant if I ask hey google, play a BBC station e.g. Radio 5 live I get the same reply as others have seen. However if I ask it to play another station which is not BBC related e.g. talksport it plays.
I have tried some of the suggestions made but so far not much luck.
Is is worth me logging this with Sonos direct?
Many Thanks
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
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.
