"Sorry, something went wrong" response from ERA-100 using Alexa voice service

  • 19 December 2023
  • 68 replies
  • 1606 views
C
Userlevel 6
Badge +11

Over the past couple or months or so, I have been experiencing a response along the lines “Sorry, something went wrong” from an ERA-100 device in bedroom, with the first command. The second command works fine. I have a ticket open with Sonos Support, unfortunately, they are just asking me to restart devices, re-install skill, move devices, change WiFi channels etc, and not looking at the diagnostics I have been sending them.

I have found out today, that others may be experiencing similar issues, here is an example:

https://www.reddit.com/r/sonos/comments/18bgxhx/long_time_user_with_a_new_problem_alexa/

I also see this thread, that maybe related:

https://www.reddit.com/r/sonos/comments/170fit6/fyi_alexa_still_doesnt_work_properly_on_era_100/

Which suggests Sonos are aware of the issue?

 

 

68 replies

B
Userlevel 1

I’m having the exact same issue for a few months now. All of my Sonos devices react this way (One, Beam, and Arc). We have excellent WiFi coverage in an small area and we also have a mixed environment where some Alexa devices are Amazon branded Show devices not Sonos devices.

The Amazon Devices never fail.

The Sonos devices intermittently will say “Sorry, something went wrong.”, and issuing the same request to the same device will succeed in short succession. (Within seconds.)

 

There’s clearly something going on with the Alexa voice assistant on Sonos, or something with the devices themselves.

R
Userlevel 2

I thought I’d chip in to say I’m experiencing exactly this. I have 3 Sonos Ones, a Move, a Roam and a few Amazon Echo devices. 

Over the last 2 or 3 months, I’ve experienced an issue where the first voice “Alexa” command issued to a Sonos elicits a “something went wrong” response. If I immediately repeat the command, it works. This only occurs if the Sonos hasn’t been used for a few hours.

There is no connectivity issue. I can use the app to access an Amazon playlist etc with no problem. I can also use voice to stream from other services without this issue (eg. BBC sounds). There’s no issue using the Echo devices.

It does feel as if the Alexa capability has started sleeping, and can’t wake fast enough to process the first command. And this is a fairly recent problem, which makes me wonder if it’s been triggered by an update (maybe to reduce standby power usage?). 

I’ve done all the usual things - rebooted the Sonos, the router, disabled and re-enabled the Sonos skill in the Alexa app and the Amazon service in the Sonos app. I’ve looked at the signal strength for each Sonos and it’s fine. In any case, I stream music off a NAS with no issues, so the Sonos network is robust enough for that.

I am left suspecting some kind of “sleep” issue related to an update at either Sonos or Amazon, but I can’t be certain. Any ideas?
 

 

N

Hello! I just wanted to jump in here to say that im having the exact same issue as @craigski and @RLB .

I have gone through all of the troubleshooting steps here and while disabling/re-enabling the skill seems to work for a bit, anytime Alexa is not used for a while it reverts back to the “sorry something went wrong” error.

I am experiencing this issue on a Sonos One and although I now have an Echo Pop that I just connected this week, I was experiencing this issue before that when my Sonos One was my only smart speaker on the house.

I’m going to file a ticket with support as I haven’t done that yet, but I’m following along on this thread. Thanks!

 

C
Userlevel 6
Badge +11

@Corry P If you read the first comment, you will see I have already opened a case, they have multiple diagnostics of the issue occurring and the steps I followed to reproduce 😀

Alexa has been removed and re-added, and reported bask to Sonos support. These are the steps I followed about 3 weeks ago, on instruction from Sonos Support:

 

 

1. Open the Alexa app on your iOS or Android device.
2. Tap on the More menu in the bottom right.
3. Tap on Skills & Games > Your Skills > Sonos > Disable Skill
4. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device  
5. Disable Voice Control in the Sonos app. From the Settings tab, tap Services & Voice and select Amazon Alexa under voice. Select the voice-enabled product from the list of Sonos Products, and tap Remove Alexa.
6. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app, and Amazon.com in your mobile browser. This ensures Alexa uses the correct Amazon account.
7. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so. 
8. Once completed, try giving Alexa another command. For more information, please click here

 

Further diagnostics sent back after completing the above with issue still happening.

There is no issue with music service, or Alexa on Sonos when used to ‘stop’ the music services.

The issue is the first command that requires some processing on Amazon servers, such as ‘what is the temperature’.

I am seeing same symptoms as a few on Reddit as per the links, and it seems @RLB. 

As this issue is happening to a few others, I thought useful to try and link them up some how. One of the common scenarios is multiple different generation Alexa devices both Sonos and Amazon in the home.

HTH!

Q

Same issue here on sonos one. Started approximately 2 months ago. First command in the morning results in "sorry something went wrong". Repeating the same command immediately after always works fine.

Issue never occurred before. Network, etc... all good.

UKMedia
Userlevel 7
Badge +20

This sounds more like a network issue, please see my post 

 

Remember: Sometimes Red Wine helps :)
Ken_Griffiths

Just to rule out network issues move the speaker to a place where you get an SNR level of 45 dB or higher but still set at least one metre away from another wireless or Bluetooth device and see if the issue still occurs.

It might perhaps be the router/modem is going into some kind of power-saving mode too overnight, so check it’s settings and the user manual.

 

C
Userlevel 6
Badge +11

Irony makes me smile. 😀

‘Sorry, something went wrong’ with the forum tagging of the ‘Sorry, something went wrong’ thread.

Apology accepted! 😀

xenarthra
Userlevel 3
Badge

I've been experiencing this “something went wrong” first thing every morning for several weeks now. My Sonos Ones and routers are all wired by Ethernet, so I can rule out WiFi interference.

The fact it usually occurs first thing each day but is usually better immediately thereafter suggests something may have gone into sleep mode overnight. But I don't know if it's the Sonos Ones, my TP-Link network switches, my BT broadband router, or something beyond my property.

Corry P
Userlevel 7
Badge +18

Hi @craigski 

That is a good question. My documentation for the issue referred to on the thread linked below does not include descriptions of the “Sorry, something went wrong” error message.

While I can’t say that they are the same issue, the Alexa behaviour seen on Era 100 speakers is somewhat unusual - it would not surprise me at all to hear that these different issue manifestations were linked by the same cause. I’ve consulted a colleague and he thinks the same.

Certainly, if we announce on the other thread that a fix has been implemented and you still see the issue described here, you should get back in touch, but I have a feeling they will both be fixed together.

In short, it’s probably best to wait for the fix rather than to waste more of your time trying to troubleshoot. I’ll tag this thread with the same tracking code for the issue described on the other thread so that both these threads will be updated when a fix is made available.

I hope this helps.

 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
C
Userlevel 6
Badge +11

but I have a feeling they will both be fixed together.

...

I hope this helps.

 

Your positive feeling does help, thank you. 😀

C
Userlevel 6
Badge +11

Today ticket has now been escalated in Sonos, originally reported in November.

The intermittent ‘Sorry, something went wrong’ issue has now morphed into/masked by the wake up issue discussed on the other thread:

I am not sure if they are somehow related, and the wake up issue seemed to have started after I followed the steps advised by Sonos to remove/readd Alexa posted earlier in this thread.

AjTrek1
Userlevel 7

Hi

That response is due to a network issue. Alexa is an internet based service that is accessible via Sonos. The fact that you are getting a response states that the Sonos voice enabled product is functioning as it should. 

Together Everyone Achieves More = T.E.A.M.
Ken_Griffiths

Over the past couple or months or so, I have been experiencing a response along the lines “Sorry, something went wrong” from an ERA-100 device in bedroom, with the first command. The second command works fine. I have a ticket open with Sonos Support, unfortunately, they are just asking me to restart devices, re-install skill, move devices, change WiFi channels etc, and not looking at the diagnostics I have been sending them.

I have found out today, that others may be experiencing similar issues, here is an example:

https://www.reddit.com/r/sonos/comments/18bgxhx/long_time_user_with_a_new_problem_alexa/

I also see this thread, that maybe related:

https://www.reddit.com/r/sonos/comments/170fit6/fyi_alexa_still_doesnt_work_properly_on_era_100/

Which suggests Sonos are aware of the issue?

The second Reddit link in your post is a different issue and relates to "enabling" an Amazon Alexa Group. If you’re in the UK/European area its apparantly not an issue there for enabling a group - it’s mostly been a couple of users in Canada and US that have encountered the issue but it’s still a different issue to the one you’ve described.

Out of curiosity though, can you perhaps state what the SNR level is for your Era 100 speaker. See this link:

https://support.sonos.com/en-us/article/understanding-the-network-details-section-in-the-sonos-app

… just to also state I’ve not seen many other reports of the issue mentioned here in the community. It may help if you can describe your network setup in a little more detail including make/model of router, channels and channel-width in use etc.

AjTrek1
Userlevel 7

Hi

This may or may not be your issue but the latter suggestion may help in the way you phrase your command to Alexa regarding temperature.

Background

I have a WiFi enabled Dyson that heats, cool and refreshes the air. I took if off-line some time ago (I can’t remember why); but long story short, If I ask Alexa on any of my Sonos speakers “Alexa what's the temperature” the response is “Dyson isn’t responding check it’s network connection”.  

Point being...if you have a similar device that could be the root of your issue.

Possible Solution on how to ask Alexa for current temperature

As a rule when I want to know the temperature (anywhere in the world) I say “Alexa what’s the temperature in Name of City” and the response is “Right now in Name of City it’s X degrees”. 

Another way I ask for temperature is to say “Alexa what’s the temperature outside” and Alexa will default to my location. 

Reviewing your profile your location is “Planet Earth” you can ask_ “Alexa what’s the temperature on Planet Earth” and you’ll get a wealth of information. However, I suggest you just ask for the temperature in your city or approximate location. 😊

One last point...make sure your profile in the Alexa app is precise for your location and not Planet Earth. Don’t worry your whereabouts in the Alexa app will not be visible to the community 😂

Happy Holidays ⛄

Together Everyone Achieves More = T.E.A.M.
Ken_Griffiths

Alexa knows exactly where I live it has my postcode. I’m assuming Alexa is ignoring the location in my Sonos forum profile 😀

The issue ‘feels’ like some of the Alexa software services/process in the ERA-100 are sleeping to conserve power, and sometimes don’t wake up in in time to respond to first command in morning.

Can’t say I’ve ever noticed the issue myself, but now you’ve highlighted the matter, I will keep a listen out for this, but that said, my Era 100s here are bonded to a Sonos Ray, but both surrounds have Alexa installed and SVC aswell. I’ve been out shopping for some of the day and Alexa worked okay when we got Home, but if I do think/remember, I will try it again first thing in the morning. I’ve not seen this issue reported previously here in the community, but as I say I will give it a try and if I do see the same issue, I will report back here. 

Trouble is (I guess) you only get one go at this first thing in the morning, so it’s not something I’ve personally noticed, or can test here easily. I presume you do only see this once a day🤔?

J

Same exact issue here on my Sonos One.  First Alexa gets “sorry something went wrong”, second ask and Alexa works fine.  EVERY TIME!

AjTrek1
Userlevel 7

Alexa knows exactly where I live it has my postcode. I’m assuming Alexa is ignoring the location in my Sonos forum profile 😀

The issue ‘feels’ like some of the Alexa software services/process in the ERA-100 are sleeping to conserve power, and sometimes don’t wake up in in time to respond to first command in morning.

Can’t say I’ve ever noticed the issue myself, but now you’ve highlighted the matter, I will keep a listen out for this, but that said, my Era 100s here are bonded to a Sonos Ray, but both surrounds have Alexa installed and SVC aswell. I’ve been out shopping for some of the day and Alexa worked okay when we got Home, but if I do think/remember, I will try it again first thing in the morning. I’ve not seen this issue reported previously here in the community, but as I say I will give it a try and if I do see the same issue, I will report back here. 

Trouble is (I guess) you only get one go at this first thing in the morning, so it’s not something I’ve personally noticed, or can test here easily. I presume you do only see this once a day🤔?

Can’t say I’ve heard or experienced what you are referring to either (regarding Era100 being lazy to wake 😊). I have a stereo pair of Era 100’s with sub mini in my garage. I may not ask them to play music for days on end. However; as far back as I can recall, they respond on first ask.  I’ll keep an eye on this behavior going forward as anything is possible. I probably won’t report back unless its deemed a consistent behavior as Alexa may not understand on first ask for any number of reasons the least not being my faulty pronunciation!😂

Together Everyone Achieves More = T.E.A.M.
Ken_Griffiths

Same exact issue here on my Sonos One.  First Alexa gets “sorry something went wrong”, second ask and Alexa works fine.  EVERY TIME!

I’m not (yet) personally convinced that this is the same issue as Alexa intermittently not listening on the Era 100 because this has been reported in the past as quite a well known issue, even with Amazons own Echo devices and is often caused by a temporary loss to Amazon servers.

It can be caused by the router sleeping or powering down overnight, or some network power-saving in general. This link explains the issue in far more detail…

https://www.funktionalhome.com/alexa-sorry-something-went-wrong/

UKMedia
Userlevel 7
Badge +20

I don’t have issue asking ERA-100 for music, or more specifically to stop music. The ‘Sorry, something went wrong’ response is for a non music request, eg ‘Alexa, what is the temperature’.

I don’t think this issue is specific to morning, its just when I use voice commands most, to stop Sonos Alarm, get weather etc.

I still think this is most likely a Network issue.  Did you follow the steps in my first post?  (Your AP, won’t identify this issue, as explained in my article)

Remember: Sometimes Red Wine helps :)
Ken_Griffiths

I think it must be an intermittent local network issue of some kind too, as @UKMedia suggests. As mentioned earlier, maybe reposition the Era 100 in a place so as to increase its SNR level and see if that solves things for you. Get the level to at least 45dB, or higher.

Mr. T
Userlevel 7

I’m not convinced that the “sorry something went wrong” is anything other than an Alexa bug that needs fixed between Sonos/Amazon.

It’s possible, but this ’clearly’ also occurs just on Amazon Alexa Echo products too, as that link explains, inferring it’s perhaps more an Amazon issue and a time-out with their local server.

What I don’t understand is why it’s only some devices and often not all products in the same Household.🤔 Nor does it seem to affect everyone.

Either way, I’m still thinking it’s not the same issue as that seen on the Era-100, where it’s mic intermittently stops listening and then works okay at anytime during the day/night.

I’m fairly sure the ‘mic issue’ may turn out to be gremlins on the Sonos side. In this reported instance aswell, it is a Sonos One Alexa assistant.

I have the Era 100 issue and have gone to Sonos customer support with that issue and provided the data gathered, but I’m not able to reproduce the “sorry, something went wrong” issue on any devices here, no matter if I leave the speaker sat idle for days… it’s as though something is sleeping, or timing-out a connection to the local Amazon server, I suspect. Anyhow, that’s why I personally think the two issues are ‘perhaps’ unrelated.

I don’t dispute the error can also occur on Echo products and that link you provided may help them. However, for those experiencing this issue on Sonos devices, when all other aspects of the Sonos system are working correctly, I don’t believe there is anything the user can currently do to resolve the issue.

I also don’t believe the two issues are related but two separate bugs in the Sonos/Alexa integration. If I’m not mistaken, you did not have the mic issue with the Era 100 until you removed and re-installed Alexa on the device. That to me implies the issue is within the current firmware when Alexa is installed on the Era 100. Maybe if you removed an re-installed Alexa on your other Sonos devices, you would then experience the “sorry something went wrong” error.

I have given Sonos diagnostics for the “sorry something went wrong” issue and they have confirmed it is a known issue. I therefore await a fix.

Corry P
Userlevel 7
Badge +18

Hi @craigski 

Apologies - this thread was tagged with a tracking code for another issue. I’ll remove my previous post and un-tag this thread.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
C
Userlevel 6
Badge +11

OK, “Alexa, stop” and “Alexa, play” don’t appear in “Activity” but they do appear in “Voice”, as per your screenshot.

C
Userlevel 6
Badge +11

II have given Sonos diagnostics for the “sorry something went wrong” issue and they have confirmed it is a known issue. I therefore await a fix.

The latest update from this week that I have from Sonos support for my case opened in November 2023:

“Please be assured that we are fully aware of the issue and will notify you as soon as a final solution is found.”

Reply


Terms & ConditionsCookie settings