We recently had to return our One’s to factory setting after we changed our router and couldn’t re-connect. All is now working, except that Alexa announces a requested song playing from Amazon Music, but then silence. I’ve searched answers on here and tried disconnecting Sonos on the Alexa app and vice versa, then re-connecting but the same thing happens. I’ve checked my Amazon account and Music is there. I can’t think what else to do to solve this.
Best answer by AjTrek1
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Hi
Try this
Let us know what happens.
Note: The next time you change a router use the same SSID and Passphrase. Changing a router does not require you to change SSID/Passphrase. If you do it’s akin to setting up everything from ground zero. Had you not made the change in SSID/Passphrase Sonos and all other Wi-Fi clients would have connected as if nothing had been altered.
Also, if you do decide to change your SSID/Passphrase upon setting up a new router follow the instructions in the link; rather than performing a factory reset:
https://support.sonos.com/s/article/1061?language=en_US
Cheers!
I had to start all over again as the Sonos app wouldn’t connect to the speakers, also it kept finding my son’s system upstairs, but not mine. I’ll try what you’ve suggested and let you know how I get on.
I had to start all over again as the Sonos app wouldn’t connect to the speakers, also it kept finding my son’s system upstairs, but not mine. I’ll try what you’ve suggested and let you know how I get on.
From your comment it appears that your son has a Sonos under different logon credentials than yours. If that’s true it would appear that your Sonos is logged in under his credentials. If that is the case Amazon is probably playing on his speakers and/or your account is not setup for a family.
In any event check yours and your sons Sonos logon email. Let us know what you find.
Cheers!
Hello
Is you son’s speaker on a different system then your own speaker? You can normally tell if you cannot see the other speaker from your application. If both you and your son could submit a diagnostic from your respective devices and provide both the confirmation numbers in your reply, I could then confirm our theory here. I look forward to hearing back from you.
Yes, It was picking my son’s system when I tried to set mine up after we changed routers, but that's cured now. However, I tried all the steps mentioned by AjTREK1 and still the same outcome, Alexa responds but no music plays.
my diagnostic is 1941895069
ill get my son to do the same when he's home from work later
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