"There was a problem adding Alexa"


Hello,

I've just purchased a Beam and Sonos One and went through the installation process.

I'm having a lot of trouble activating Voice Services on both of them, as I keep getting the "There was a problem adding Alexa" error message after it logs in to my Amazon account.

Both speakers appear in my Amazon account under "Devices" and also in the Amazon Alexa app (I can play music through them using voice via the Alexa application), however I can not control them via the microphones on the speakers.

Really eager to get to this fixed as I'm loving them otherwise.

Thanks

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53 replies

Userlevel 1
Found a temporary fix until Sonos fixes this. I changed my Amazon country account to another country (amazon.de) so it is no longer with Amazon.au. Alexa was able to be added and works fine again.

Account
Manage content and devices
Preferences
Country/region settings
I first had the problem a week and a half ago after having to do a factory reset due to me changing the home attached for the HomeKit setup. I’ve gone through changing email addresses, setting up entirely new amazon and sonos accounts, taking it to a new house with different isps, wired/wireless etc all the same result.

I did a packet capture on it also and it’s speaking to an amazon endpoint via a TLS session (encrypted) and after some data is exchanged the amazon endpoint closes the connection so I’d say it’s either the sonos code or something on the amazon end. In essence nothing you can do and we should just wait for them to fix it.
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Logged a ticket with sonos support via twitter. Worked thru some troubleshooting suggestions with them...but no fix yet...however they said they would look into it...for now I expect this to be fixable.
Userlevel 7
Hi all, I’m having exactly the same issues but with my 2 x Sonos:ones.

I’ve tried everything to get Alexa working but it simply won’t connect to the Sonos.

Music works fine via the app and airplay2.

It’s really annoying because I had this working fine in my study and then moved them to my family room and not they won’t connect.

Btw, I’m located in Victoria, Australia also.


Hi Admr

Your post is a bit vague regarding the exact issue. However, based upon what you submitted I'm going to ask you to verify that the icon below the microphone on top of the speaker is on (white).

Same problem here, I'm located in sydney. Sonos say it's a known problem and they'll get back to me when they've fixed it...
Just purchased a Sonos One in Melbourne today, Alexa does not work as described above.
Userlevel 3
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I’m also based in Aus and having this exact same issue and it’s really pissing me off. I’m considering returning them and raising a complaint with the relevant ombudsmen. Pushing a so called smart product that doesn’t actually work is very disappointing from a so called premium brand.
Having a similar issue. In Australia, bought a Beam as I have 3x One's (Gen 1) around the house. Can't add Alexa to Beam, but One's continue to work fine unless configured as Surrounds.
In Australia with my brand new 2nd gen Sonos One which I am going to be taking back to the store very soon. Have tried everything to add voice service in the sonos app, this is painful! Keep getting 'There was a problem adding Alexa'. Speaker works via Alexa app and can play music services. Sonos please sort this out asap!
Userlevel 3
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Sadly I’m unable to get Alexa on a brand new Sonos one in Australia. I can’t add the skill through the iOS Alexa app, I can’t get signed in via the Sonos app, and I can’t see how others here changed their Amazon region to another country? That needs a valid address in that country. How’d you guys change your region?

latest app, latest version of iOS, the speaker is updated, but can’t get past the ‘problem’ screens.

please help - brand new smart speaker and it’s impossible to get Alexa installed or conducted. I’ve been at this for hours, read pages of forum posts.
I note that you are in Australia. Does Amazon support Alexa in Australia? I cannot find evidence that it does, on a quick look.
I note that you are in Australia. Does Amazon support Alexa in Australia? I cannot find evidence that it does, on a quick look.

Yes I believe it is now available in Australia

https://en.community.sonos.com/announcements-228985/alexa-now-available-on-sonos-in-australia-and-new-zealand-6806386

I can use Alexa via the Alexa app, but can not activate it on my Sonos devices
You have enabled the Sonos skill for Alexa in the Amazon app?
Hi Vikram,

I raised the same issue with Sonos after purchasing a Beam to go with the One I already owned.

I am also in Aus and can confirm Alexa works ok with the One but not the Beam. This device shows offline in the Alexa app if I add it directly there, and I can’t enable in the sonos app.

Sonos have told me this is either an issue on their side or Amazon, and they are working to fix it. It may be something to do with the latest update (10.1). No eta for the fix though.

Don’t do what I did and waste hours trying to look for things you are doing wrong! Sonos will apparently let me know once this is corrected, I’ll post here once I know more.
Hi Vikram,

I raised the same issue with Sonos after purchasing a Beam to go with the One I already owned.

I am also in Aus and can confirm Alexa works ok with the One but not the Beam. This device shows offline in the Alexa app if I add it directly there, and I can’t enable in the sonos app.

Sonos have told me this is either an issue on their side or Amazon, and they are working to fix it. It may be something to do with the latest update (10.1). No eta for the fix though.

Don’t do what I did and waste hours trying to look for things you are doing wrong! Sonos will apparently let me know once this is corrected, I’ll post here once I know more.


Hi AJ,

Thanks for the info. Sounds like this may my issue as well, although you say Alexa is at least working on your One. Mine will not activate on either the One or the Beam
Hi all, I’m having exactly the same issues but with my 2 x Sonos:ones.

I’ve tried everything to get Alexa working but it simply won’t connect to the Sonos.

Music works fine via the app and airplay2.

It’s really annoying because I had this working fine in my study and then moved them to my family room and not they won’t connect.

Btw, I’m located in Victoria, Australia also.
Odd, my issues are the same as original poster anyway..

My mice are off, can’t get them activated, Alexa app is saying the Sonos is offline. Have tried the app, have tried the web app to get them online but no dice.
Userlevel 7
Hi Admr

Logically speaking unplugging a speaker and moving it to another room should be a simple process. Once plugged in the unit should re-join your network. Can you think of anything else you did in the course of moving the speakers from your study to your family room beyond just plugging them into another power outlet.:?
I change the email account in Sonos from my work one to personal and to reflect the same email address I had on Amazon.

@tyso interesting....
@tyso awesome work!! I will just wait it out.
Not too long, I hope...
Hi, all.

I've been experiencing this exact particular issue today for something that's been working perfectly fine for the past few months. It must be a Sonos-wide issue and is reassuring to hear that there are other people suffering through this as well.

Looking forward to the official response from Sonos.
Australia also?
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I have the exact same issue and I’m in Australia too. Just bought a new Sonos One yesterday and can’t get Alexa to be added to it at all, despite the sonos showing up in my Alexa app and even registered as a device in my amazon account. My existing Sonos Beam works fine and Alexa added fine back in the day too. I hope this is fixed soon because I only bought the Sonos One for the Alexa integration, otherwise I would’ve saved my money and bought a Play:1 instead.
Hi - I just wanted to report that I have the same issue and also based in Australia running via amazon.com.au.

My situation is that I have a Sonos One and a Sonos Beam paired with the Sub. The Sonos One works fine, but no luck with the Beam /Sub pair.

I will keep my eye out on this thread and hope that between Sonos and Amazon they sort this out quickly.