Alexa doesn't hear me - Sonos One

Hi

Can you open the Alexa App>Settings>History and see if Alexa has heard any of your commands? Is the small round white displayed on the top of the Sonos One? This type of issue is normally down to one of three things:

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 PC (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 PC 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 (PC 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.

Hi - thanks for your reply. Unfortunately none of this worked.

None of my voice comments are showing in Alexa's history.

Yes, the microphone light is ON.

I only have one Sonos One device so there are no duplicate device names.

I can control the Sonos One from my iPad (by taking to Alexa via iPad), but it does not hear any commands directly.

Diagnostic number is: 1430526356.

Please advise.



Hi

Can you open the Alexa App>Settings>History and see if Alexa has heard any of your commands? Is the small round white displayed on the top of the Sonos One? This type of issue is normally down to one of three things:

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 PC (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 PC 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 (PC 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.

sonosonenyc,

There was a bit of an Amazon outage yesterday, so can I perhaps recommend that you go into your Amazon Alexa App one more time and remove the Sonos Skill and then re-enable it again and then ask Alexa to scan for devices. Then see if that works for you.

Thanks Ken_Griffiths. I tried again this morning but have had no luck.

Any other thoughts?

Hi, I have recently purchased and set up a new Sonos One. I added voice services yesterday and am having difficulties in getting Alexa to respond to ANY questions. I have tried the resetting process described in another post on this form, and the MIC is not muted. Diagnostic number is 716783233. Could you please assist?

Just out of curiosity...did you check to see if Voice Services is still authorized in the Sonos app.

Also, do you have more than one Amazon account? Alexa has to authorized with the Sonos Skill in the same account that you enabled Voice Services for in the Sonos app.

Cheers!

Thanks Ken_Griffiths. I tried again this morning but have had no luck.

Any other thoughts?
Two things to try perhaps, check that you do not have the device room duplicated in the device tab ... perhaps best to check https://alexa.amazon.com/ for that.

Also try clearing the speaker queue in the now playing screen and end any shown sessions and then power off/on the speaker and see if that fixes it.

Yes - confirm that I am using the same Amazon account in both Alexa and the Sonos app.

When you say 'authorized in the Sonos app' - does you mean that I need to be signed-in to voice services on the Sonos app? If so, I am signed in to Alexa on the Sonos app in the 'Room Settings'.



Hi, I have recently purchased and set up a new Sonos One. I added voice services yesterday and am having difficulties in getting Alexa to respond to ANY questions. I have tried the resetting process described in another post on this form, and the MIC is not muted. Diagnostic number is 716783233. Could you please assist?

Just out of curiosity...did you check to see if Voice Services is still authorized in the Sonos app.

Also, do you have more than one Amazon account? Alexa has to authorized with the Sonos Skill in the same account that you enabled Voice Services for in the Sonos app.

Cheers!

I only have one device and one room - both have separate names.

I have tried clearing the speaker queue and end session, and then power off/on - unfortunately makes no difference.

Could it be a hardware/microphone issue?



Thanks Ken_Griffiths. I tried again this morning but have had no luck.

Any other thoughts?
Two things to try perhaps, check that you do not have the device room duplicated in the device tab ... perhaps best to check https://alexa.amazon.com/ for that.

Also try clearing the speaker queue in the now playing screen and end any shown sessions and then power off/on the speaker and see if that fixes it.

Sonosonenyc,

Does the speaker respond when you simply say 'Alexa'? ... it should light up and bleep out the 'notification tone' ... if it does that, then I doubt it would be a mic issue.

I think I would start by contacting Sonos on Twitter 24/7 support and refer them to this thread and your earlier diagnostic. It might be an 'account' issue perhaps with Sonos, or Amazon, that needs resolving.

Here are the relevant contact details...

Contact Sonos Support in U.S. / Twitter etc.

Hi sonosonenyc,

Thanks for sending in the diagnostic report. I see that your speaker is losing connection to your wireless network periodically. This may explain why it's having a hard time communicating your voice commands to Alexa's servers. There's some wireless interference showing up from nearby networks on the same channel as your own. Please try changing your router's wireless channel to 6, or 11 and see if that helps. If not, send along a new diagnostic report and I'll take another look.