Answered

Problems with Alexa

  • 16 November 2020
  • 3 replies
  • 208 views
R

I have a problem with Alexa enabled Sonos speakers: Beam and 1s. It used to work but now if I say Alexa, play xxx, the speaker says playing xxx but doesn't. I can play the same things from the Sonos app. I don't even know whether the problem is with Sonos or Alexa!

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Best answer by Paul A 16 November 2020, 16:48

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3 replies

Paul A
Userlevel 6
Badge +17

Hi @Roger Clark.

Welcome to the Sonos community and thanks for bringing this to our attention. I understand where you’re coming from especially if we have tried some possible tips and tricks but nothing helped. Let me help you out with that.

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. We are always here to help.

Thanks,

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R

It seems to have work - many thanks. I’ve submitted diagnostics. 

Paul A
Userlevel 6
Badge +17

Hi @Roger Clark.

Thanks for the update and feedback and for submitting a diagnostic.

I'm glad that we were able to address your issue. Based on the diagnostic, your Sonos has now successfully re-added a voice service It could be due to multiple Amazon-related apps installed on your mobile device that creates a little glitch between Sonos And Amazon Alexa. I do hope you enjoy and love your Sonos. Congratulations.

If you still have any further questions or concerns, please do not hesitate to reach out or create a topic. We are always here to help.

Thanks,

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