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jack_vancouver
Contributor I
September 1, 2019
Answered

Google assistant music play back issues

  • September 1, 2019
  • 67 replies
  • 7574 views
Help!
Google assistant works fine on my Sonos system for everything except music playback.

Assistant music playback works fine on all other devices in the house, just not Sonos.

Weather, general web enquiries all work fine, but here’s an example of the music problem:


”hey google, play Mumford and sons”

”Alright, playing Mumford and sons on YouTube music”
”sorry, I don’t know how to help with that”.

or

”hey google, play bbc radio 4 on tunein radio”

”ok, playing BBC radio 4 on tunein”
”sorry, I don’t know how to help with that yet”.

Already tried:
  • Removing and re-adding assistant
  • Removing and re-adding YouTube music
  • powering off and on Sonos speakers
  • powering off and on house router
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      Best answer by jack_vancouver
      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

      67 replies

      mstewart
      Lyricist I
      September 2, 2019
      Mine is doing the exact same thing! Just today worked yesterday, tried re installing and same deal
        jack_vancouverAuthor
        Contributor I
        September 2, 2019
        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
          Person284782
          Lyricist III
          September 2, 2019
          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.
            Person284782
            Lyricist III
            September 2, 2019
            I’m having this exact issue with Spotify and TuneIn.
              mstewart
              Lyricist I
              September 2, 2019
              Did anyone figure out what the problem was?
              jack_vancouverAuthor
              Contributor I
              September 3, 2019
              Sonos support on Twitter DM have asked for all my hardware details and apparently someone will be in touch tomorrow to schedule a call.
              Ryan S
              Ryan S
              Retired Sonos Staff
              September 3, 2019
              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.
              Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
                Person284782
                Lyricist III
                September 3, 2019
                Re: The reply from Ryan: This problem existed for me before the weekend, and still exists. The device is basically broken.
                  glaciercat
                  glaciercat
                  Lyricist I
                  September 4, 2019
                  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.
                  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)
                  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...
                    jack_vancouverAuthor
                    Contributor I
                    September 4, 2019
                    @Ryan S Tried again this evening. No difference. Removed and re-added Google Assistant. No difference. Frustrating...
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