Hi all,
I have been digging into the forums here and on the web in general, and cant find a solution to this. My Sonos One stopped responding to voice commands today. I have tried all solutions that I could find, including deregistering & re-registering, unplugging, rebooting my router, standing on my head while facing east… well you get the idea. Can anyone please help???
Best answer by Corry P
View originalNow working again …. Thanks Sonos.
*Thank
Hi
We have released an update for S1 that we believe addresses this issue. Please check your system for updates and test. If you continue to see this issue after updating, we recommend you get in touch with our technical support team for assistance.
Thank you for your patience
Than you for resolving this, its nice to hear Alexa and have hear me! Well done.
First try I got an error. Rebooted app, tried again, all worked. Thanks. Still surprised SONOS can't find a way of allowing older SONOS products onto S2, even via some form of additional bridge / dongle / etc. however, happy :-)
Well done Sonos. Update good and all working again.
Many thanks.
Oh dear, I’ve tried twice to update but keep getting an error message. On the Alexa app it still says all my speakers are off line.
Thanks Corry, applied update and she’s working again...Thanks
PS I don’t know why but ALEXA through SONOS always says “SOMETHING WENT WRONG TRY AGAIN” the first time I ask her anything :) … Been doing it for months now
+18
Hi
We have released an update for S1 that we believe addresses this issue. Please check your system for updates and test. If you continue to see this issue after updating, we recommend you get in touch with our technical support team for assistance.
Thank you for your patience
It's back today - system update just came through 👍
Same.
It’s been five days now of a high impact outage and no updates
hello Sonos, time for an update on resolution
I’m unclear if this problem was caused by the SONOS update alone ? Are S1 systems without the update OK ? And the fact SONOS keep saying they are working with AMAZON/ALEXA implies ALEXA have changed something at the same time . Which seems to be the case if some S2 systems are also affected.
If this is the case , that’s maybe why it isn’t a simple matter of rolling back the SONOS s/w ?
Although ALEXA works OK on my BT Digital voice phone and other devices.
All. I was just about to write a note saying that Sonos should make it clear on their status page that their is a live issue they are dealing with. They do. Well done Sonos. I can now check back here to see what is going on.
I had a response from Sonos customer care as I emailed the CEO. They assure me that they are working with Alexa to find a fix and that apparently this has also affected some S2 users. We will see. But the more of us that email them the better.
I really hope this isn’t some underhanded attempt to move us to s2 and force us to spend money
At this point maybe they should increase all of our upgrade "discounts" from 30% to 75% as a recognition of the outage and inconvenience, and it gets us to S2...
I really hope this isn’t some underhanded attempt to move us to s2 and force us to spend money
I highly doubt it. There's far more effective ways of doing that than an outage on one of 3 voice control services.
I really hope this isn’t some underhanded attempt to move us to s2 and force us to spend money
For Sonos to say nothing is not the answer. All they need to do is reassure their customers that a fix will be found quickly. If you own a product and cannot maintain it then your reputation is shot. As to not knowing how long that will take is very poor. They are supposed to be experts in their field otherwise they should not be in business. They rely on people accepting the situation.
+16
What is more disappointing… getting no timeline or getting one that can’t be hold?
If they still are investigating the issue and don’t know exactly how to do a fix, how do they tell us how long it will take? No company will force itself to get a * storm.
Yes, it’s a bug at the moment, but no system you spend a lot of money on will become trash of that bug.
Time to leave the discussion I think… as from my side everything is said.
*Moderator Note: Modified in accordance with the Community Code of Conduct.*
Nobody spoke about spending a lot of money because people already have. If Sonos wish to charge high prices for their speakers then they should respect that people have spent hard earned cash purchasing them and at the very minimum should give a timeline as to when the issue will be resolved.
If you read and understand the whole thread, you will know that was an advice for those who use products on S1 that all are also S2 ready. Nobody talked about spending a lot of money to exchange speakers instead of waiting for a fix.
I did , I have a few Sonos ones in the mix, which are s2 ready. I take your point - if that’s all your system comprises, fair enough, I’m sure I’m not alone having a ‘mixed estate’ though.
+16
If you read and understand the whole thread, you will know that was an advice for those who use products on S1 that all are also S2 ready. Nobody talked about spending a lot of money to exchange speakers instead of waiting for a fix.
Indeed updating your system to S2 will solve the current Alexa issue. S2 is the full supported Sonos system and I strongly recommend using it.
Supporting S1 any longer even just for fixes will become more and more difficult in future.
Except I’ve got about £10,000 worth of Gen1 only Sonos equipment that is perfectly fine, and built into my House (amp/Ceiling speakers mostly) I have no desire to spend £10,00 AGAIN for absolutley no advantage over my Gen 1 equipment. so S2 is not the answer for me.
I have just emailed the Sonos CEO and made a complaint that we have been sold equipment not fit for purpose. I have asked for a definite timeframe when it will be resolved.
If this cannot be fixed except by upgrading all the speakers to Gen 2 then I believe there is a trading standards case here.
Once I get a reply I will post on here.
Quite. The Sonos ONE isn’t even giving any indication that it is paying attention to the wake-word - it’s as if the microphone is switched off on the top (but it isn’t). I feel as though it should at least bing and say something like - “I’m having trouble right now” - but it’s like it’s dead, even though the Sonos software seems to be indicating that all is well (even though Alexa does say it’s offline). Clearly a disconnect.
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