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Edward R
Edward R
Retired Sonos Staff
August 20, 2019
Resolved

(Resolved) Partial Outage - Google Assistant

  • August 20, 2019
  • 33 replies
  • 4328 views
(Resolved) Partial Outage - Google Assistant
Google Assistant is experiencing temporary issues today, the 20th of August '19. You may find that you are unable to initiate music playback. Upon trying, you will receive the following voice notification: ”I can’t do that here, but you can ask me to play it on one of your other devices”. You can view the status of any ongoing outages via our Status page.

We are currently investigating the issue and we will have it fixed as soon as possible.

We will update this thread once the outage is resolved. Many thanks for your patience and understanding!
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      33 replies

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      sprotzman
      Trending Lyricist I
      August 26, 2019
      Hi, still experiencing this despite following all tips in this thread. been happening for approx. two weeks now. wondering if anyone else is still experiencing this?
      martijnj
      Lyricist III
      August 29, 2019
      Hi, still experiencing this despite following all tips in this thread. been happening for approx. two weeks now. wondering if anyone else is still experiencing this?
      Yes, Netherlands here, same issue, so it is definitely NOT resolved. I have had it working some weeks ago, but all of a sudden it stopped working, don't know when anymore.

      What I do know is that my other Google Home devices work flawlessly, so it's Sonos messing up here. Can't understand why they say something is resolved when it certainly IS NOT!!

      I have for like 2000 euros in Sonos equipment at home, I expect a better service than what is being delivered here!
      Ken_Griffiths
      Ken_Griffiths
      August 29, 2019

      Hi, still experiencing this despite following all tips in this thread. been happening for approx. two weeks now. wondering if anyone else is still experiencing this?Yes, Netherlands here, same issue, so it is definitely NOT resolved. I have had it working some weeks ago, but all of a sudden it stopped working, don't know when anymore.

      What I do know is that my other Google Home devices work flawlessly, so it's Sonos messing up here. Can't understand why they say something is resolved when it certainly IS NOT!!

      I have for like 2000 euros in Sonos equipment at home, I expect a better service than what is being delivered here!
      Perhaps the Google/Sonos sharing agreement token has been dropped?

      Have you tried removing and reinstalling the Sonos Device/Skill in the GA/GH App (make sure all speakers disappear from the rooms before reinstalling) and then also re-install the Google assistant back to the required Sonos Rooms in the Sonos App? ... it’s worth trying to see if that will fix the issue.
      martijnj
      Lyricist III
      August 29, 2019
      Yes, tried all that, even completely removing device from Sonos app, reinstalling GA and GH, nothing resolves this issue. It's really ONLY playing music through voice control. I can easily play Spotify using either the Spotify or Sonos app, that works. Also other voice commands (asking for weather etc) works... But THE service I want to use it for does not...
      Ken_Griffiths
      Ken_Griffiths
      August 29, 2019
      Yes, tried all that, even completely removing device from Sonos app, reinstalling GA and GH, nothing resolves this issue. It's really ONLY playing music through voice control. I can easily play Spotify using either the Spotify or Sonos app, that works. Also other voice commands (asking for weather etc) works... But THE service I want to use it for does not...
      Have you spoken to your local Sonos Customer Care Team to confirm it is an issue in your country. I can only say it’s working fine here in the U.K. but it may pay to call/email the local customer care folk to have them confirm the issue, or maybe someone else from the Netherlands here in the community can say if it’s working (or not) for them.

      Hope you get it sorted soon.
      martijnj
      Lyricist III
      August 29, 2019
      Did not talk to customer care yet no, let me go do that indeed. Thanks for your remarks so far.
      martijnj
      Lyricist III
      September 3, 2019
      Did not talk to customer care yet no, let me go do that indeed. Thanks for your remarks so far.
      Yesterday 90 minutes of trial and error with customer care, no resolution, they have no idea why it is not working... My google devices just work fine, Sonos does not, so who is the problem here? :S

      Bought three One's about 2 yrs ago... 1 yr and 10 months after the purchase they finally 'deliver' on the 'voice assistant' promise that is mentioned on the box... Wonderful...

      Well done Sonos, well done...
      Jeff S
      Jeff S
      Retired Sonos Staff
      September 3, 2019

      Did not talk to customer care yet no, let me go do that indeed. Thanks for your remarks so far.Yesterday 90 minutes of trial and error with customer care, no resolution, they have no idea why it is not working... My google devices just work fine, Sonos does not, so who is the problem here? :S

      Bought three One's about 2 yrs ago... 1 yr and 10 months after the purchase they finally 'deliver' on the 'voice assistant' promise that is mentioned on the box... Wonderful...

      Well done Sonos, well done...

      Hi there,

      The outage referred to in this thread has since been resolved, so there's something else going on. Generally, our support teams do not give up on issues. You can reply to the email sent to you by the tech letting them know the issue remains and they should escalate your ticket, or give you further troubleshooting instructions. I wasn't able to find your case from your forum account.
      Help others find useful content by clicking the like button and selecting the best answer to your question.
      martijnj
      Lyricist III
      September 3, 2019


      Did not talk to customer care yet no, let me go do that indeed. Thanks for your remarks so far.Yesterday 90 minutes of trial and error with customer care, no resolution, they have no idea why it is not working... My google devices just work fine, Sonos does not, so who is the problem here? :S

      Bought three One's about 2 yrs ago... 1 yr and 10 months after the purchase they finally 'deliver' on the 'voice assistant' promise that is mentioned on the box... Wonderful...

      Well done Sonos, well done...      Hi there,

      The outage referred to in this thread has since been resolved, so there's something else going on. Generally, our support teams do not give up on issues. You can reply to the email sent to you by the tech letting them know the issue remains and they should escalate your ticket, or give you further troubleshooting instructions. I wasn't able to find your case from your forum account.
      Thanks for your reply. After finishing the call yesterday they promised me to send me a case number, but up to now I did not receive anything...

      What do I need to supply to you so you’ll be able to locate my case?
      Jeff S
      Jeff S
      Retired Sonos Staff
      September 3, 2019
      @martijnj I'll send you a direct message.
      Help others find useful content by clicking the like button and selecting the best answer to your question.
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