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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

      Show previous replies
      Person284782
      Lyricist III
      September 4, 2019
      I'm still having this issue too. I did everything glaciercat outlined.

      Is there a way to mark this question as not answered?
        YYCGuy
        Lyricist III
        September 6, 2019
        I am experiencing the same issue. Super frustrating. Has anyone fixed this yet?
        nil23
        Lyricist III
        September 6, 2019
        I am having the exact same problem for two(ish) weeks now, since the first Google Assistant outage some time ago...

        I went through everything with $support_person, and the problem is, that they can't even see me calling for music playback in any logs they might have. There's definitely a bigger problem here somewhere, and I really hope for a fix, like, soon! 😮
        sprotzman
        Trending Lyricist I
        September 6, 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.
        This issue is not fixed... It hasn't been working for many people for many weeks.
        JoeYan
        Lyricist III
        September 6, 2019
        From the troubleshooting I did with tier-2 support, this problem seems to be related to specific Google accounts, and there is an ongoing open issue with Google about this.

        Also posted about here: https://en.community.sonos.com/google-assistant-and-sonos-229109/sonos-not-working-on-google-assistant-6829259
        YYCGuy
        Lyricist III
        September 7, 2019
        Any updates here? Emailing with support, but I am not expecting much here... JoeYan, do you have any more details?
        grahams1stfix
        Lyricist II
        September 7, 2019
        Im having the same issues with the GA and music play back. I either get the error that the speaker isn't available right now or the content cannot be found. Sonos want to schedule a phonecall with me at some point. If we figure out a fix I will post it here.
        JoeYan
        Lyricist III
        September 7, 2019
        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.
          RyleyinSTL
          Trending Lyricist I
          September 9, 2019
          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.
          grahams1stfix
          Lyricist II
          September 9, 2019
          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.
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