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.
Best answer by Jean C.
View original
+16
Hello
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.
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
I found the submission for the diagnostic report.
Number is
1230199497
+16
Hello
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.
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
+16
Hello
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.
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
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.
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
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:
Neither worked. It again works with commands but wont play music. Either speaker is defective or software needs to be fixed.
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.
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
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
