Contributor I

Answered

Connects to Google Assistant but doesn't play

Forum|Forum|5 years ago
November 23, 2020
14 replies
369 views

I say something like "ok Google, play Radio 4" and it responds saying "Playing Radio 4 on TuneIn" or I say "ok Google, play Bruce Springsteen" and it responds saying "alright, playing the Spotify playlist called This is Bruce Springsteen" but then does not start playing in either case.

I check the system by saying something like "ok Google what time is it?" And it always responds to that correctly.

Very occasionally it works and starts playing the music but more often than not it doesn't.

I have tried:

Disconnecting and reconnecting my Spotify account

Disconnecting and resetting up Google Assistant on the Sonos

Setting my default device to play from in Google Home as the Sonos One

Checking my default music service in Google Home is Spotify

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Best answer by Annazel S

Hi there @amyagj.

Thanks for your response and sorry to hear that you’re still experiencing the issue.

Upon checking the diagnostic report, there are a variety of errors the system has detected, most indicating connectivity issues due to low or bad signal strength to the router/access point. This condition results in conflicts and different types of issues affecting your Sonos system as well as the associated services.

We highly appreciate your patience, time, and effort you've spent troubleshooting with us, but at this point, it would be best to reach out to Sonos Support so we can take a closer look at this and continue working with you in real-time and expedite the process. I suggest our phone team for they have more resources available on their system for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the controller to see what's going on.

If you have any questions, please feel free to let us know.

Show previous replies

R

Rogjet

Lyricist I

Hello!

I have the exact same issue as the OP.

I ask google to play something, “Hey google, play sabaton”. “Playing sabaton on spotify” and then silence.

I ask it again, exact something and it starts to play after 1 second.

This happens quite often and it always the same thing, it chirps up, tells me its going to play and then silence. I ask it again, and it works.

Want a diagnostic from me as well?

Annazel S

Retired Sonos Staff

Hi there @Rogjet.

Thanks for reaching out, we’d be glad to help.

If all the recommended steps to reduce wireless interference were followed and it doesn’t help, then knowing how and through what Sonos is connecting is the great foundation to troubleshooting this successfully. It will be helpful to submit a diagnostic report on the Sonos app shortly when the issue occurs then, you can give us a call and work with a technician live, they'll start with checking your system health and go from there. They have resources available for advanced troubleshooting, and the tools our agents can use would be very useful in this case, there can be an advantage if they need to remote into the controller to see what's going on.

Let us know how it goes and if you have any questions feel free to reach out.

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M

mbrownsher

Lyricist II

When I ask sonos to play something it usually works….when my wife does it says it will do it but nothing happens. Why does it work for me and not my wife. We have a beam and use google assistant.

Annazel S

Retired Sonos Staff

Hi @mbrownsher.

Thanks for reaching out, we’d be glad to help.

To better understand what’s going on, please submit a diagnostic report through the Sonos app shortly when the issue happens, and reply with the confirmation number. I'd start by reviewing your system and go from there, it will help in identifying what's possibly causing the issue.

You may also see this article provides steps to resolve issues with the Google Assistant not following commands, not responding at all, or responding with an error: Google Assistant commands not working on Sonos

Let us know how it goes and if you have any questions feel free to reach out.

Help others find useful content by clicking the like button and selecting the best answer to your question

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