Google Home won't play music to Sonos device

[alonlevi]

I have a 2nd gen Nest Hub and a Sonos Amp linked to my Google Home.

Whenever I try to initiate playback through a voice command, google says "ok" and acknowledges the device, but then nothing happens.

e.g. "Ok, [artist] from spotify. Playing on [sonos device name]"

I'm able to control playback once I start it from the sonos app (pause, volume, next song, etc), but can't start anything.

Sonos support says everything looks good on their end, but can't tell me whether Google is sending an invalid command or nothing at all. I also spent time with Google support disconnecting and reconnecting my Sonos and Spotify from Google and each other a few times, but no luck.

Has anyone else experienced this? Any ideas?

[cifuentesj]

Hi @alonlevi,

Thanks for reaching out and providing detailed information. I understand that you're encountering some issues when you are playing music on your Sonos devices through your Google Nest Hub 2nd generation. I'm here to help you find a solution together.

To assist you with the best solution, I would like to get a bit more information:

• Have you experienced any power outages in your area?
• When did this issue first start?
• Were there any recent changes to your environment, such as a change in Wi-Fi network or relocation of the device?
• What is the model of your smartphone?
• In addition to disconnecting and reconnecting your Sonos and Spotify from the Google Home app, what else did you try?
• Did you notice another issue when you try to use the voice commands or just when you play music?
• When you request to play some music, does the Google Assistant say "OK" and then nothing happens?
• Have you updated your music app, the Google Home app, and your phone to their latest version?
• May I know what your case number was when you called customer service?

In the meantime, you can try the following:

• Unplug the power cord from your speaker or display.
• Leave it unplugged for 1 minute.
• Plug the power cord back in.

Check out additional voice commands for music:

• For your playlist, you can check out additional voice commands for music:Listen to media, Listen to music.

Thank you for your attention. I await your response.

Sincerely, 

Jeremy.

[calbol89]

this is now also occurring on all google devices not just the display but the nest points and mini and also at my parents. Seems to be google/sonos everywhere. 

[alonlevi]

Here's the additional information:

• Have you experienced any power outages in your area? No power outages
• When did this issue first start? I don't know the exact date, but approximately 6 weeks ago
• Were there any recent changes to your environment, such as a change in Wi-Fi network or relocation of the device? Both the sonos and the hub are newly purchased devices that were set up in a new residence
• What is the model of your smartphone? Pixel 8 Pro
• In addition to disconnecting and reconnecting your Sonos and Spotify from the Google Home app, what else did you try? Clearing data and resetting sonos and google home apps, signing out and reconnecting accounts to Spotify. Updating apps and firmware. Removing Spotify account from Sonos and reconnecting. Unplugging and plugging back in all devices
• Did you notice another issue when you try to use the voice commands or just when you play music? Just when I try to play music to Sonos
• When you request to play some music, does the Google Assistant say "OK" and then nothing happens? Correct. Google Assistant says OK and repeats the name of the Sonos device, but then no music plays
• Have you updated your music app, the Google Home app, and your phone to their latest version? Yes
• May I know what your case number was when you called customer service? My case was over live chat, and I don't believe I have the case number. Is there a way to look that up?

In the meantime, you can try the following:

• Unplug the power cord from your speaker or display.
• Leave it unplugged for 1 minute.
• Plug the power cord back in.

Yes, I've tried this and it doesn't fix the problem.

[ByronP]

Hi alonlevi,

Thank you for your response. I really appreciate the effort to troubleshoot this situation. I understand how frustrating this must be. Let´s work together for a solution.

We are always looking for ways to improve our products, and your feedback is invaluable to us so it can work for better updates for the Nest Hub 2nd generation and your Sonos speaker. Please record a detailed description of the situation you're experiencing with your Nest Hub 2nd Gen and Sonos Speaker. Here are the steps to submit feedback:

1. No answer; submit feedback.
   1. 1: Say “Hey Google," then...
   2. 1: Say “Send feedback." Note: The Nest Hub 2nd Gen records the message and sends the feedback once you´ve completed describing the situation.
   3. 1 Record a message with the description of the situation and include the words incorrect answer or unable to answer along with the information that you´ll provide. (Note: Make sure to include the words “no answer” in the description.)
2. Wait for the Nest Hub 2nd Gen to confirm that the feedback was submitted.
   Note: The Nest Hub 2nd Gen may respond with “Thanks, all feedback helps.”

Let me know if you have any further questions.

Regards,

Byron

[calbol89]

Byron this is now also occurring on all google devices not just the display but the nest points and mini and also at my parents. Seems to be google/sonos everywhere. 

[alonlevi]

Ok, I've submitted feedback. When should I expect a response or more context towards resolution

[Bruno14]

i have the same issue. i did ALL possible solution. i only have this problem with my google nest hub 2nd gen, my google mini works fine with sonos (spotify)

[alonlevi]

Which gen is your mini? I should try that too

Also, no one has responded to me about further debugging since I messaged 3 weeks ago (in case any Specialists are paying attention)

[Bruno14]

1st gen mini

[calbol89]

We’re having the exact same issue. It can skip the song and change volume but cannot play a song or playlist or restart a song just playing from pause or stop. If you say hey google play x on Sonos speaker or even just hey google play x (as Sonos is the default audio for it) It confirms the command  and the output device (Sonos speaker) and then nothing happens. The song if was already playing just continues to play. I have logged out of everything, factory reset every device, ensured all devices are up to date and then relogged in and re-linked all apps and devices. All are working and google home can even continue to control the simple commands but not play the songs requested or recommence them from stop or pause. I will send feedback also. 

[Lillale]

I have the exact same issue. Just got my Google nest 2ns Gen yesterday and it’s really frustrating. Please fix it Google!

[wateroc]

I am having the same issue