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3boyhalls
Contributor I
March 28, 2020
Answered

Sonos Move not playing sound

Our sonos move says it is playing something from spotify but nothing plays. It was fine yesterday at the start but stopped working properly when we asked to change artists. I tried resetting the speaker but that didn’t resolve the issue. I noticed others have had the same problem. Please help. 

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    Jean C.
    Jean C.Answer
    Retired Sonos Staff
    April 1, 2020

    Hello @3boyhalls, 

    Thank you for your response. 

    This is a playback issue that can have different causes and each system needs to be looked at individually, in your system diagnostic I can see there is a stream-limit flag and that music playback on the Move is Paused. I can also see that neither Amazon Alexa or Amazon Music are currently linked to your Sonos account. 

    You’ll need to add Alexa back to Sonos and Amazon Music as well, this Alexa Troubleshooting article may be helpful as well. 

    Once these services have been added back to Sonos try playback both from the Sonos App itself and from Alexa.

    Please be sure that the both the Spotify account and the Amazon Music accounts linked to Sonos are the same ones that are linked to Amazon Alexa.

    If you could follow up with a second diagnostic report it can help us pin-point what might be going on with your music playback.   

     

     

      

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    14 replies

    Jean C.
    Jean C.
    Retired Sonos Staff
    March 29, 2020

    Hello @3boyhalls,

    Welcome to the Sonos Community and thank you for reaching out to us with this issue. 

    Does this issue continue if you manually start playback from the Sonos app rather than through a voice service command?

    Do you keep your Move in one location or do you move it around from day to day? 

    Can you submit a diagnostic report from your Sonos app and include the confirmation number in your response. A diagnostic report will allow us to look for any other connection issues that could be interfering in music playback on your Sonos system.

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      3boyhallsAuthor
      Contributor I
      March 30, 2020

      Hi Jean,

      Thanks for getting back to me. 

      In answer to your questions we can change music with manual app. If we try voice after that the issue still exists. 

      Our speaker is kept in one location. 

      I don’t see anything in the Sonos app for running a diagnostic. Can you provide guidance?

       

      Thanks

      3boyhallsAuthor
      Contributor I
      March 30, 2020

      I found the submission for the diagnostic report. 

      Number is 

      1230199497

       

      Jean C.
      Jean C.
      Retired Sonos Staff
      April 1, 2020

      Hello @3boyhalls,

       Are you starting Spotify Playback through the Spotify App or are you selecting it as a music source through the Sonos app?

      Do you have Spotify active on any other devices that could be contributing to a stream limitation issue since you can stream to only one device at a time. 

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      3boyhallsAuthor
      Contributor I
      April 1, 2020

      Hi Jean,

      We have a separate spotify account set up for the sonos speaker. The speaker has been working since we bought it in December. It has just stopped working. We haven’t changed anything about the spotify account. The speaker also is not able to play music from amazon music which it used to be able to do through voice commands. 

      Any other thoughts?  How was this was solved for others?

      Thanks

      Jean C.
      Jean C.Answer
      Retired Sonos Staff
      April 1, 2020

      Hello @3boyhalls, 

      Thank you for your response. 

      This is a playback issue that can have different causes and each system needs to be looked at individually, in your system diagnostic I can see there is a stream-limit flag and that music playback on the Move is Paused. I can also see that neither Amazon Alexa or Amazon Music are currently linked to your Sonos account. 

      You’ll need to add Alexa back to Sonos and Amazon Music as well, this Alexa Troubleshooting article may be helpful as well. 

      Once these services have been added back to Sonos try playback both from the Sonos App itself and from Alexa.

      Please be sure that the both the Spotify account and the Amazon Music accounts linked to Sonos are the same ones that are linked to Amazon Alexa.

      If you could follow up with a second diagnostic report it can help us pin-point what might be going on with your music playback.   

       

       

        

      Help others find useful content by clicking the like button and selecting the best answer to your question.
      Jim$bro
      Lyricist II
      December 31, 2020

      I have the same issue on the Sonos move.  It works for commands but not playing music.  My Sonos 1s work for commands and playing music but not the move.  Says enable in Sonos app and search for device but it is taking the command from the speaker and shows up in the list.  The Alexa app shows the Sonos but wont allow it to be selected as a speaker.  The other Sonos speakers set up with out issue.  The music services have been linked and I can play them thru the echo.  I have removed and reinstalled but same issue reoccurs

      Ken_Griffiths
      Ken_Griffiths
      December 31, 2020

      I have the same issue on the Sonos move.  It works for commands but not playing music.  My Sonos 1s work for commands and playing music but not the move.  Says enable in Sonos app and search for device but it is taking the command from the speaker and shows up in the list.  The Alexa app shows the Sonos but wont allow it to be selected as a speaker.  The other Sonos speakers set up with out issue.  The music services have been linked and I can play them thru the echo.  I have removed and reinstalled but same issue reoccurs

      Maybe check the Amazon Alexa App device list for ‘duplicates’ and ensure any other devices do not have the same name as your Sonos Move in the list.

      Jim$bro
      Lyricist II
      December 31, 2020

      The device is listed as Gina’s Sonos move.  I have no other moves so the device name shouldn’t be the issue.  It takes and responds to Alexa commands so it is connected and recognized just not to play music 

      Ken_Griffiths
      Ken_Griffiths
      December 31, 2020

      The device is listed as Gina’s Sonos move.  I have no other moves so the device name shouldn’t be the issue.  It takes and responds to Alexa commands so it is connected and recognized just not to play music 

      A couple of further suggestions:

      • Reauthorise your Alexa (default) music service in the Sonos App "Settings/Services & Voice/Music & Content” by selecting the service/reauthorise etc ...and if that doesn’t fix it, then…
      • Remove the Assistant from the speaker… power it down (off the charger loop) by long pressing the top rear power button for 5+ seconds until the shutdown tone is heard. After 30+ seconds return the device to the charger loop and after its powered on and reconnected then reinstall the Alexa Assistant and complete the sharing agreement and then try again.
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