Alexa 'Stop' intermittently not understood

  • 7 December 2020
  • 4 replies
  • 118 views
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Alexa controls one echo dot and Sonos one.  Different rooms.  No groups.  Every morning I will listen to BBC sounds on the Sonos, and then say ‘Alex off’, and usually the Sonos goes quiet.  About every 5 or 6 times I do this it listens (vol drops and light brightens), and then carries on playing regardless.  I have looked at Alex/settings/history, and it clearly hears ‘off’  but does not respond.  It usually responds to other obvious things like ‘music off’ or ‘turn off’, but when it fails to respond to ‘off’ it also fails to respond to any of these other commands as well

Why is this - it is odd that it is intermittent and correctly ‘heard’ is it fixable?  I end up turning it off at the wall.

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4 replies

Paul A
Userlevel 6
Badge +17

Hi @****Peter****.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand your situation especially if we have tried some possible tips and tricks but nothing helped. Let me share some troubleshooting steps that might help you out.

Allow me to recommend the following guides and please do follow accordingly.

  1. Log out of ALL Amazon-related apps which are and not limited to the following. (Amazon Prime, Amazon Shopping, Amazon Alexa, etc.) 
  2. Open the Amazon Alexa app and disable the Sonos Skill.
  3. De-register any Sonos product on the Alexa App.
  4. Open the Sonos App.
  5. Remove the Alexa Voice service.
  6. Force close Sonos app.
  7. Force close the Alexa App.
  8. Reopen the Sonos App. Add Alexa as a voice service.
  9. Open Alexa app Add Sonos as skill
  10. Register Sonos speaker
  11. Add music service.
  12. Test to check if it works.
  13. Submit a diagnostic to capture all information performed on the Sonos devices.

Please let me know how it goes and keep me posted.

Thanks,

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Thanks so much for getting back me.  The problem with your suggestion is that usually saying ‘stop’ does indeed work.  What is odd is that it only sometimes fails.  I cannot see how your suggestion will help an intermittent problem (and sounds a huge hassle!)

 

peter

Paul A
Userlevel 6
Badge +17

Hi @****Peter****.

Thanks for the feedback and immediate response.

What is odd is that it only sometimes fails.  I cannot see how your suggestion will help an intermittent problem (and sounds a huge hassle!) I understand that you consider my recommendation a hassle on fixing a minor issue. This is a complete fix to Amazon Alexa and Sonos integration. This is due to a possible glitch between Amazon related Apps and Alexa app with Sonos. My recommendation above takes care of this glitch. If the issue is tolerable based on your preference, I would suggest not going through the steps however, if the issue worsten, I would suggest going through the guide above. This would help you out with that.

Please let me know if you have any other issues or concerns. I’m here to help you out.

Thanks,

Help others find useful content by clicking the like button and selecting the best answer to your question
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Thank you for the time to help.  I don’t mean to undermine this in  any way, and am very grateful for your advice.  It is just that I am trying to understand it from a mechanistic point of view, because what you suggest sounds like what I did when I first set everything up.  Is it that the order is different?  As I recall this is the order I did things first time round

 

Peter

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