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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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    Jim$bro
    Lyricist II
    December 31, 2020

    Neither worked. It again works with commands but wont play music.  Either speaker is defective or software needs to be fixed.

     

    Ken_Griffiths
    Ken_Griffiths
    December 31, 2020

    Neither worked. It again works with commands but wont play music.  Either speaker is defective or software needs to be fixed.

    The Sonos Move here is working fine with Alexa and Amazon Music. Give me a few moments and I will swap the default service to Spotify in the Alexa App and try that ...and will come back to you. One sec.

    Ken_Griffiths
    Ken_Griffiths
    December 31, 2020

    Okay the Move is working - I’ve just tried it with Amazon Music, Apple Music and Spotify Premium … I captured a bit of Alexa History to show you in relation to Spotify (attached), the Move is called ‘Portable’.. so it’s looks like it is still something local, rather than software.
     

    You could try submitting another system diagnostic (post reference back here) and perhaps speak with Sonos Support via this LINK

      Jim$bro
      Lyricist II
      December 31, 2020

       

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