Google assistant music play back issues

Forum|Forum|7 years ago
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

Show previous replies

N

nil23

Lyricist III

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.

M

miggyd

Lyricist I

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.

J

jacauc

Contributor I

Same here

I

Iain Gilbert

Trending Lyricist I

I am in the same boat. Google Assistant works flawlessly with my new Sonos Beam with the exception of Google Play Music playback. I have tried what others have suggested, starting again from scratch with an all account removal and unlinking of services but without success.

What a frustration. I am tempted to switch to Amazon Alexa and give it a try but I have been a Google Play Music user since it launched in beta. I am reluctant to make the change.

K

kallieblakie

Lyricist I

I don’t get it. How can a bug be tagged to specific google accounts? So now I have to keep creating new google accounts whenever something like that happens again?

K

kallieblakie

Lyricist I

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

Brandon, i think you really need to have a list of people with this problem and see how big of an issue it is. I’m holding off buying more sonos products until this is resolved.

T

Tom Norris

Avid Contributor I

Having the same problem. Looking fwd to a fix.

Y

YYCGuy

Lyricist III

Any update on a fix?!

Y

youngdizzle

Lyricist III

Suddenly started working for me today. Guess they fixed it? Or did I just get lucky?