Resolving (the majority of) Issues with Alexa on Sonos

  • 5 January 2018
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This thread is intended to help get you going if you get stuck setting up Alexa with Sonos, or if you have run into any errors. The setup process does use two different apps, so don’t stress if you’re having trouble, we can help.

If you are reading this thread, you will now be aware that integrating the two platforms requires several authentication steps which require you to move between applications and interfaces, providing login details and authorising services along the way.
Simply put: It involves some moving back and forth, providing information as you go.

The issues this post may help you resolve include but are not limited to:
- "Your Spotify account does not support streaming on this device."
- Radio stations not playing when you ask them to.
- Asking for something to play- whether this is acknowledged or not- only to be met with silence.

It is worth noting, however, that several of your desired functions may simply not be available on Alexa via Sonos just yet. We have articles that describe exactly what services to expect at this time.
Visit this link for the UK or this one for the US.


Is your desired functionality available? Then let's move on to fixing your issue.

If you get to a point where you're not able to complete a step, just skip to the next section.

1. In the Alexa app, go to the Sonos skill, go to Settings > Manage Smart Home Devices > Tap 'Forget All'.
Note: The step to 'Forget All' will delete all actions in all Routines within an Alexa set-up.

2. Go to Alexa's UK site or Alexa's US site (again, depending on your region).
Please do this in a web browser on a computer (PC or Mac).
It's also best to do this using private browsing or incognito mode to avoid using cached information.

Go to Settings. Click on your Sonos One in the list of devices. It will probably be listed both as '(your name)'s Sonos One' and whatever room name you gave it in Sonos. It's the '(your name)'s Sonos One we're looking for. On this page, click on 'deregister' and confirm that.

If on this page you do not see your Sonos One already set up, then it's probably linked to a different account somehow. In this case you can skip the rest of the troubleshooting. Just add the Sonos skill on this website, then follow the prompts.

3. Make sure you know your Amazon account password, and then log out of your Amazon account everywhere. Log out of the Alexa app, log out on your web browser, log out on the shopping app, the music app.

4. Delete all your Amazon apps, including the Alexa app, and then just install the Alexa app.

5. Add the Sonos One back to the system in the Sonos app, via Settings -> Add a Player or SUB. Follow the prompts to set up voice services which will require you log in to your Sonos account, and then your Amazon account, to link them together. You'll also need to enable the Sonos skill in the Alexa app at this point.

6. If that's all worked you should hear the Sonos One say "Hello". Try asking it to play something like a radio station (Radio by TuneIn is enabled by default) and see if that works.

If this does not work, or you are getting stuck at any stage, please post a diagnostic confirmation number and describe how/where it went wrong.

Thank you, keep us posted as to whether or not this helps!


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What a complete disaster, some people just want a device that plugs and plays. You really want me to delete all of my amazon apps across devices and go through this Myraid just to get your speaker working. 

Paid £199 for this, wasted 2 days trying to get it to function at any type of capacity. 

Microphone not working, pages of manuals to get it on

Alexa not working, reprogram your whole house to connect it.

Folks please just buy yourself and Amazon Echo or an Ultimate Ears, save yourself some money and a lot of time.

 

 

I can try and help if you want me to?  Can you briefly describe the progress you have made and what error message or issue that you have.  Also, can you also describe if the system works fine via the Sonos App and what type of mobile device that you are using?



What a complete disaster, some people just want a device that plugs and plays. You really want me to delete all of my amazon apps across devices and go through this Myraid just to get your speaker working. 

Paid £199 for this, wasted 2 days trying to get it to function at any type of capacity. 

Microphone not working, pages of manuals to get it on

Alexa not working, reprogram your whole house to connect it.

Folks please just buy yourself and Amazon Echo or an Ultimate Ears, save yourself some money and a lot of time.

 

 

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Reset Alexa on Sonos

Step 1: unplug the speaker. Unplug your speaker from the socket. ...

Step 2: start the reset. Hold down the pause or Join button while plugging the speaker back into the socket. ...

Step 3: wait for the reset to complete. Within 30 seconds, the LED will flash green.

MyCCPay
 

This is not good advice: A factory reset removes all diagnostic information and rarely fixes the problem.  This should only be carried out when recommended by Sonos Tech Support.

Reset Alexa on Sonos

Step 1: unplug the speaker. Unplug your speaker from the socket. ...

Step 2: start the reset. Hold down the pause or Join button while plugging the speaker back into the socket. ...

Step 3: wait for the reset to complete. Within 30 seconds, the LED will flash green.

MyCCPay
 

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This issue has been going on for years and wow… still not fixed?  I can’t get mine to at all play with Alexa. 

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missyagogothanks for pointing this out, I have removed the instructions to Factory Reset, jgatie is entirely correct. 

We will look into revising the information contained here in the near future. 

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I just want to say that it is insane to have to factory reset all Sonos devices, especially when one has several rooms set up, to resolve this issue.

No idea why better solutions have not been offered. No idea why this thread is still stickied.

 

There is never, ever a need to factory reset, unless an update fails in the middle of updating, and certainly not for any issues with Alexa.  In fact, Sonos advises against it unless specifically told to do so by support.  

 

Step 3 of Edward R’s first post specifically mentions factory reset. This is why I am suggesting this thread either be unstickied, or edited with more current instructions.

 



3. Factory Reset the Sonos One by following the steps here.

 

 

I just want to say that it is insane to have to factory reset all Sonos devices, especially when one has several rooms set up, to resolve this issue.

No idea why better solutions have not been offered. No idea why this thread is still stickied.

 

There is never, ever a need to factory reset, unless an update fails in the middle of updating, and certainly not for any issues with Alexa.  In fact, Sonos advises against it unless specifically told to do so by support.  

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I just want to say that it is insane to have to factory reset all Sonos devices, especially when one has several rooms set up, to resolve this issue.

No idea why better solutions have not been offered. No idea why this thread is still stickied.

I solved the problem... get rid of the Sonos One and Alexa combo from hell and get a HomePod...wow it actually works!

 

Might be the best suggestion I’ve seen yet! The OP is outdated and to learn this has been ongoing for this long is disheartening. Maybe I’ll just buy another one and keep returning it until I find one that works for more than two days.  


I’m really not sure why this thread is stickied - it’s useless when the solution lands you back at the starting point two days later and each time you’ll waste ½ hour of your time following these procedures.

I solved the problem... get rid of the Sonos One and Alexa combo from hell and get a HomePod...wow it actually works!
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Hi Steven

This is far from my experience with the Sonos One - sorry, I know this statement won't make you feel any better but it is an indication that there is something specific about your set-up that is causing this issue.

Before we start looking specifically at the Alexa integration, can you confirm your set-up: Is your system wired, SonosNet or Wi-Fi connected? Have you reserved IP addresses for your Sonos devices within your Router settings pages?

My initial thinking is that this may be some form of connectivity issue and I think it best if we explore that before moving on to Alexa specific troubleshooting.
Where should I start? I'm currently on my 3rd Sonos One. Every one has had the same issues. I'm absolutely sick of the thing and wish I'd never bought it.
Firstly, after a few days Alexa stops responding to voice commands. Sonos technical's solution to this is to reboot the Alexa skill. I'm currently doing this 2-3 times a week just to make the product usable. I'd say that makes it unfit for purpose.
If I set an alarm and choose a radio station as the alarm it works for about 2-3 days, then when it comes on the volume is so low it can barely be heard. Any attempt to ask Alexa to change the volume fails. If I attempt to change the volume by using the touch buttons on top of the device, nothing happens. The only way to alter the volume is to open the Sonos app and do it from there.
Some days the radio doesn't launch when I select it as the alarm. In these cases I'm greeted with the standard alarm tone and have to open the Sonos app to turn it off as Alexa doesn't respond to my command to stop the alarm. Whenever this problem arises, the white light on top of the device pulses at a very high speed, much faster than when it flashes during the set up process. What does this mean? Nobody seems to be able to answer this.
As far as I'm concerned the Alexa skill is useless. There is clearly some issue with Sonos & Alexa that nobody is prepared to admit to.
I'll wait for the Google assistant to launch and try that instead. If that fails to work then I'm binning the thing.
BTW, I'm a Sonos retailer and have been for well over a decade. This has completely changed my opinion of the Sonos range of products, which up until the integration of Alexa had been absolutely faultless and superb.
I have a lot of (expensive) SONOS speakers in my home and would really really really like to work with voice commands (Alexa or Google) but this won't work in BELGIUM!! WHY WHY WHY ????? Belgium is a civilised country with a lot of SONOS buyers. Too difficult to implement or ...?
During the last weeks (maybe from the latest sonos/alexa update), music played with Sonos:One will interrupt if the request is made via Alexa [music service connected as default: Deezer (Hi-Fi account)].

There are no issue if I use the sonos-app from the cellphone (no interruption); to better explain here we go:
USER - "Alexa, play Pink Floyd"
ALEXA - "Pink Floyd playing from Deezer"
--Music Starts-- after 1/2minutes
ALEXA - "Impossible playing..."
Silence... //\\DEAD//\\

Who is responsible? Sonos or Amazon?? 😃
I just bought a Sonos one without realising that in effect, only Amazon Music is supported. I can sometimes get it to play other things via the app but usually Alexa shuts them down, I only listen to classical music and my preferred service is Idagio. After following the procedure it still does not work. I bought the device on the basis that I could do this as (fraudulently) claimed by Sonos. I cannot return it as it is working so onto Ebay it goes. Sonos have scammed me.
Hi,

Having issues with Alexa at the moment. All spotify voice commands results with a “Sonos is offline”. All devices are “Online” on the Alexa app. Playing music through the Sonos and spotify app works fine. Spoke to Sonos tech this afternoon and they said it’s a widespread issue with Alexa.

Anyone else experiencing this?
I ran into an issue last night (and am still trying to resolve). I have a Beam and a One, with room names Living Room and Kitchen. When I first set up Sonos integration with Alexa, all worked perfectly. including Alexa grouping with Sonos. Last night my Sonos devices in Alexa no longer displayed the Sonos room name, but showed 'Jeff's Sonos One', the icon changed and I couldn't have both Sonos devices as 'Preferred Speakers' in my group. I've reset literally everything, but I can't get the Sonos room names to show back up. See attached screenshot for the icon in Alexa.

Any help would be greatly appreciated.


If you've added your Sonos speakers to iOS HomeKit using the Home app, it will periodically (nightly i believe) sync the room names in the Sonos app with the Home app. So maybe you have it labelled as 'Jeff's Sonos One' in the Home app? For me, the room names in the Sonos app kept resetting back to 'Sonos Speaker' - turns out it was the Home app doing this, so i just renamed them their and it's now good.
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I ran into an issue last night (and am still trying to resolve). I have a Beam and a One, with room names Living Room and Kitchen. When I first set up Sonos integration with Alexa, all worked perfectly. including Alexa grouping with Sonos. Last night my Sonos devices in Alexa no longer displayed the Sonos room name, but showed 'Jeff's Sonos One', the icon changed and I couldn't have both Sonos devices as 'Preferred Speakers' in my group. I've reset literally everything, but I can't get the Sonos room names to show back up. See attached screenshot for the icon in Alexa.

Any help would be greatly appreciated.


FWIW, this sounds a lot like what I'm seeing, if not identical: https://en.community.sonos.com/amazon-alexa-and-sonos-229102/starting-yesterday-alexa-cannot-discover-any-sonos-devices-as-speakers-but-sonos-devices-accept-voice-input-6819621
I ran into an issue last night (and am still trying to resolve). I have a Beam and a One, with room names Living Room and Kitchen. When I first set up Sonos integration with Alexa, all worked perfectly. including Alexa grouping with Sonos. Last night my Sonos devices in Alexa no longer displayed the Sonos room name, but showed 'Jeff's Sonos One', the icon changed and I couldn't have both Sonos devices as 'Preferred Speakers' in my group. I've reset literally everything, but I can't get the Sonos room names to show back up. See attached screenshot for the icon in Alexa.

Any help would be greatly appreciated.
Use Alexa groups. See this thread for details:

https://en.community.sonos.com/announcements-228985/sonos-now-playing-with-alexa-groups-6817588/index7.html#post16305403
Is there a way to not silence all Sonos speakers when Alexa is active? We have Sonos speakers throughout the house (two stories). We have two echo dots (one on the first floor, one on the second floor). Every time someone makes a request to Alexa, all of the Sonos speakers go silent. This is annoying when someone is listening to music on the second floor, for example, and someone is asking a question on the first floor. Ideally only the speakers near the Echo dot would go silent. Thanks in advance for any help you can provide.
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Regards my commands going to the wrong system I thought I needed to be on the same network / WiFi to operate the respective systems?


Not for voice command but yes for the App.

I think my issue revolves around the 2 accounts as suggested by Ken but I might be wrong, I am no expert.
Thanks again.


Yes, I expect so. To run multiple Sonos locations you need two Sonos accounts and the relationship between your Sonos Account and your Amazon account must be a 1:1, so you'll need two Amazon accounts.

********************************************
So this probably explains why the one Sonos Play 1 device I have installed in my works office (completely different network) cannot be recognised when I try scanning for devices. I am loathe to "delete all skills" as it has taken so long to get the home Sonos network functioning properly (I think) with Alexa, that to throw it all away and to have to go through the pain again is not something I am willing to endure. I now simply control my Play 1 in my works office using the App on my desktop PC. I have no desire to have duplicate accounts for Sonos/Amazon etc. :(

EDIT: Just mulling further on this .... If I were to plug the works office Play 1 into the LAN and then re-scan for devices from my desktop PC App, would this give me a better chance of success for it being found? I have tried scanning for it from the Alexa App on my iphone which is on the same office wi-fi network as the Play 1 itself?


As long as you only use a specific controller on one system then you should be okay.
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Regards my commands going to the wrong system I thought I needed to be on the same network / WiFi to operate the respective systems?


Not for voice command but yes for the App.

I think my issue revolves around the 2 accounts as suggested by Ken but I might be wrong, I am no expert.
Thanks again.


Yes, I expect so. To run multiple Sonos locations you need two Sonos accounts and the relationship between your Sonos Account and your Amazon account must be a 1:1, so you'll need two Amazon accounts.

********************************************
So this probably explains why the one Sonos Play 1 device I have installed in my works office (completely different network) cannot be recognised when I try scanning for devices. I am loathe to "delete all skills" as it has taken so long to get the home Sonos network functioning properly (I think) with Alexa, that to throw it all away and to have to go through the pain again is not something I am willing to endure. I now simply control my Play 1 in my works office using the App on my desktop PC. I have no desire to have duplicate accounts for Sonos/Amazon etc. :(

EDIT: Just mulling further on this .... If I were to plug the works office Play 1 into the LAN and then re-scan for devices from my desktop PC App, would this give me a better chance of success for it being found? I have tried scanning for it from the Alexa App on my iphone which is on the same office wi-fi network as the Play 1 itself?
Great, this worked with my Sonos One. It would respond to the Alexa wake up word, but little else. Only limited testing so far, but seems to be working properly. Went through the factory reset and App delete sequence. Many thanks.

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