Question

After upgrade to new sonos, Alexa is not working


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After upgrade to new sonos app. The alexa is not working on my Beam. And from alexa app, it appear the speaker is offline.. No matter how many time i disabled and reenabled the skill…

I have also reset the voice assistant couple times as well

 

diagnosis number: **************

 

Moderator Note: Recorded and removed Diagnostic Number. Modified in accordance with the Community Code of Conduct.


43 replies

Userlevel 1
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Same i dont have such option to remove alexa...

Factory reset was what I was going to do to try to reset the baseline.  Encouraging to hear that may be a useful direction

Userlevel 7
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Is this board not monitored by Sonos support personnel?

Yes but unsurprisingly they are extremely busy at the moment. I, and the other forum regulars, are trying to help.

Userlevel 7
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Thanks for the update, this is very useful information. 👍

Factory reset worked as a fix on Sonos Move after trying almost everything else.

Userlevel 2

The new software is complete garbage. I had to disable all voice assistance on my ARC. After new software update it just triggers off the TV audio constantly. 

 

THE NEW SOFTWARE IS COMPLETE CRAP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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@admin 

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Sorry, if you’ve tried these steps but it’s worth confirming.

 

If you open the Sonos App and click the gear wheel in the top righthand corner of the screen, then click  Manage next to you system name, then scroll down and select Voice Assistants.

 

Do you see Amazon Alexa listed?  If yes, please select it and if your device is not listed, then please select Add to another product and select the device you want to add Alexa to.

When I click on Amazon Alexa under the voice assistant, nothing happens. I don't know how to remove the device since the app doesn't do anything.

I made a screen recording so you can see what happens.

https://easyupload.io/0l9nyu

Userlevel 1
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Is this board not monitored by Sonos support personnel?

Yes but unsurprisingly they are extremely busy at the moment. I, and the other forum regulars, are trying to help.

Much appreciated:) 

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Just to circle back to this. I contacted phone support last night and as one of the troubleshooting steps, they had me perform a factory reset on my Sonos Arc. After that I was able to add Alexa again and now have it working again. Sucks that I had to factory reset though because I lost the TruePlay configuration and don't have easy access to an iOS device to set it up again since it doesn't work with Android.

Userlevel 7
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Sorry, if you’ve tried these steps but it’s worth confirming.

 

If you open the Sonos App and click the gear wheel in the top righthand corner of the screen, then click  Manage next to you system name, then scroll down and select Voice Assistants.

 

Do you see Amazon Alexa listed?  If yes, please select it and if your device is not listed, then please select Add to another product and select the device you want to add Alexa to.

When I click on Amazon Alexa under the voice assistant, nothing happens. I don't know how to remove the device since the app doesn't do anything.

I made a screen recording so you can see what happens.

https://easyupload.io/0l9nyu

If that’s the case, I think that you need to call Sonos Support, as that’s different behaviour to my App.

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Is this board not monitored by Sonos support personnel?

Having exact same issues.  

After upgrade to new sonos app. The alexa is not working on my Beam. And from alexa app, it appear the speaker is offline.. No matter how many time i disabled and reenabled the skill…

I have also reset the voice assistant couple times as well

 

diagnosis number: **************

 

Moderator Note: Recorded and removed Diagnostic Number. Modified in accordance with the Community Code of Conduct.

Same issue here

Userlevel 1
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i am unable to add alexa too. i tried removing and re-adding it, but this is the error i get

 

 

It's the weirdest and completely most bizarre fix but it worked for me. I had the exact same issue. I'm using an android phone, I uninstalled the Amazon shopping app. Then was able to activate the Alexa function with out issue. Then reinstalled the Amazon shopping app. I have no idea why it worked but I saw that few ppl on another chat tried solution and it worked. 

Userlevel 3
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Same i dont have such option to remove alexa...

Im having the same exact issue. 
 

Userlevel 3
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I’m having the same issue with my Beam and One. Have deregistered both in Amazon.  Disabled skill. Deleted devices from Alexa. 
Switched both off. Deleted apps.  Rebooted router and phone. Reinstalled apps. Rejoined system on Sonos app. 
Relinked in Alexa app. 
In Manage devices voice assistant. Shows Alexa is already added still and cannot click on it. 
Spent hours on this and can’t get through to support.  
Was going up the wall. At least now I’ve found this thread I know I’m not alone!! 

Userlevel 7
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It's the weirdest and completely most bizarre fix but it worked for me. I had the exact same issue. I'm using an android phone, I uninstalled the Amazon shopping app. Then was able to activate the Alexa function with out issue. Then reinstalled the Amazon shopping app. I have no idea why it worked but I saw that few ppl on another chat tried solution and it worked. 

I’ve heard of this when someone has multiple Amazon accounts on a single phone.

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they say iOS app work but not android? are you using iOS @UKMedia ?

 

i’m on android, and i can’t make it to work. i already removed Alexa and re-added it. 

 

after re-adding, i get this message:

 

 

 

 

after clicking not now, Alexa still shows as added and available but voice commands are not recognized on sonos device.

 

i also tried relinking Sonos skill in Alexa app, but still no luck

I'm using the Android App without issues at the moment. 🤞

 

 

You tried to remove alexa and re-add it? 

Userlevel 3
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All

I managed to get through to support. 
They said that Alexa not working is a “known issue” and we will have to wait for the fix to be released  

(The link to the “known issues” doesn’t seem to include this major bug though so when it will be fixed is anyone’s guess)

 

I see. The current Alexa issue is known at the moment due to the time and date not yet being fully integrated in the new Sonos app.

 
For more information on the missing added feature being added back in the new Sonos app, please check this link: https://en.community.sonos.com/controllers-and-music-services-228995/the-new-sonos-app-and-future-feature-updates-6892942


 

 

 

Userlevel 3
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Thanks for the update, this is very useful information. 👍

This was on another post as a workaround. 

 

Userlevel 7
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Same i dont have such option to remove alexa...

On these screen shots, it looks as though you’ve selected Sonos Voice Control. Can you send a screen shot after you select Amazon Alexa?

Userlevel 7
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If a speaker is off line and you’ve disabled and reenabled the Skill, the next step is to power down your Beam for 2 mins (ish) and then power back on.

Userlevel 7
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Nope and I don't want to try it. 🤣🤣

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