Sonos one appears off line


Can anyone tell me whether it SHOULD be feasible to have one sonos account servicing various speakers (in my case sonos one & connect) and have them controlled from one Alexa account via multiple alexa enabled devices (in my case alexa built into the sonos one and echo)?
Alexa works via my echo dot & it voice controls my sonos connect just fine; BUT the built in Alexa on my sonos one isn't working (appears offline). It was working fine, but stopped working yesterday when I bought a sonos connect, added it to my sonos account & set connect to be the preferred speaker on my echo device. Help!

5 replies

Userlevel 6
Badge +20
Hi

Yes, all of those things are possible and working for me. Can you open the Alexa App>Settings>Devices and check if the Sonos One is showing On or Off-Line, if Off-Line can you please power down the Sonos One for 5 secs and then back on again.
Sonos one apps offline in alexa app. Have already trued turning it off and powering back on. Have also tried disabling sonos skill and reenabling it.
Attached screen shots show what appears in alexa app under "devices" and also under settings - device settings - bedroom*
Sonos one is called "bedroom"

Yes i think wine is most definately called for ;-)
Userlevel 6
Badge +20
Hi

Assuming the wine wasn't 100% successful, can you have a look at this article: https://www.amazon.com/gp/help/customer/display.html?nodeId=201549640
No wine didnt do the trick :-)

Read the article but not sure how that helps me as the echo works fine. Is connected to Wi-Fi and sonos connect and works as epected. Its the Sonos One that Alexa no longer works on and the Sonos One that appears offline on my alexa app. Hace reset WiFi on sonos one but thst hasnt helped. More wine now....
Userlevel 6
Badge +20
Enjoy the wine! :)

Sorry for the long post but there are my standard Alexa troubleshooting steps:

1/ Duplicate device names - Alexa prefers that names for Devices, Groups and Scenes are unique,
1.1/ Please open up the Alexa App>Smart Home and make a note of any duplicate device names;
1.2/ You can then change them in the source app. e.g. Use the Sonos App to change the name of Sonos players. (I personally use the naming standard Room Name + Device type. e.g. Kitchen Sonos, Kitchen Echo Dot, Lounge Sonos, etc)
1.3/ Once you have changed any duplicate names then please open the Alexa App on a Browser (https://alexa.amazon.co.uk or https://alexa.amazon.com)>Smart Home>Devices and select 'Forget All' followed by 'Discover'. NOTE: This will remove ALL Actions from ALL Alexa Routines! (Only the Browser version has this functionality.)

2/ Some form of Account Linking or Authorisation has not completed successfully. There are a number of causes for this and it's best to try these steps 1 at a time and test before moving on to the next step if the problem persists:
2.1/ Open the Alexa App>Skills>Your Skills>Sonos and 'Disable' followed by 'Enable';
2.2/ Ensure that you don't have multiple Amazon accounts logged into different Apps on your device, as this can confuse the Amazon Authorisation. If yes, then please log out of the other accounts and then complete step 2.1 again;
2.3/ If the problem still persists, please logout of all Amazon accounts then select the Alexa App>Skills>Your Skills>Sonos and 'Disable. Now power down all Sonos devices for 10 secs, allowing for any wired devices to boot before booting the remaining Sonos players. Now log back into the Alexa App>Skills>Sonos and 'Enable'

3/ If the problem persists then an entire reset of the Authorisation & Account Linking process is required:
3.1/ In the Alexa app, select Skills>Your Skills>Sonos and then 'Disable';
3.2 In the Alexa app (Browser version), select 'Smart Home>Devices'. Now select 'Forget All' at the bottom of the screen;
3.3/ In the Sonos app (Android or iOS), select Settings>Room Settings and for each of the Sonos One's sign into 'Voice Services' and select 'Remove Amazon Alexa from this Room';
3.4/ If you have any wired Sonos devices, please power down for 10 secs and then switch on and wait for it to boot;
3.5/ Now power down all other Sonos Players for 10 secs then switch them back on and wait for them to boot;
3.6/ In the Sonos app, Select Manage>Add a player or sub' and add the Sonos One's again. This will complete the set-up process again;
3.7/ In the Alexa app, select Skills>Your Skills and ensure the Sonos skill is 'Enabled', if not please 'Enable';
3.8/ In the Alexa app , select Smart Home>Devices>Discover. Ensure that your Sonos One's are displayed correctly and not shown as 'Off Line'.
3.9/ Also check one last time that there are no devices with the same name. Remember, if there is a need to rename any then you'll need to select 'Discover' again.

Let us know how you get on.

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