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FredM
Contributor I
Oct 24, 2017 2:04 AM UTC
Answered

Alexa keeps on saying Sonos One is offline

Just went through all the settings on Sonos app as well as Alexa app named my new Sonos One OFFICE in the Sonos app and group it with all my 7 other Sonos. I can play music on all Sonos through the Sonos app, I can use Alexa to play music on any speaker, EXCEPT the new Sonos One. Alexa keeps on telling that OFFICE SONOS is OFFLINE...
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    Edward R
    Edward RAnswer
    Retired Sonos Staff
    Mar 10, 2019 7:42 PM UTC
    This is an older topic, though we have noticed it has gained some popularity of late.

    If you are having issues with Alexa on Sonos, here are some great places to start:
    - This thread that talks about how to solve the majority of issues with Alexa on Sonos.
    - This support article that talks about how to set up Alexa on Sonos.
    - This link will take you to create a new thread.
    - If all else fails, here's how to contact our customer care team.
    Try searching our articles for help with your question: https://www.sonos.com/en/support
    View in thread

    45 replies

    Hailin
    Lyricist I
    Oct 24, 2017 2:34 AM UTC
    I’m having the same exact issue!
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      kolby100
      Contributor I
      Oct 24, 2017 2:49 AM UTC
      I'm having the same as well. No problem using sonos app, but Alexa can't so it
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        Lordmoeter
        Contributor I
        Oct 25, 2017 2:10 PM UTC
        I have the same issue and Sonos support isn't responding. I want say for now I'm very unsatisfied with the new Sonos One and the Alexa App
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          kolby100
          Contributor I
          Oct 26, 2017 1:18 AM UTC
          I figured it out!! I talked to Amazon and they told me that if you set up sonos on a 5g dual band router it might not work. So i disconnected from 5g on my phone, deregistered and disabled all skills, and connected to the 2.4g connection on my router. then set up the sonos one again as if i had never done it. After this, ALEXA CAN CONTROL SONOS ONE!!
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            Lordmoeter
            Contributor I
            Oct 26, 2017 3:12 AM UTC
            Thank you for this. I can say, my internet is working on 2.4g and I did had this issue. But, since today I can finally play radio controlled by Alexa. Special music genre is still not possible.
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            FredMAuthor
            Contributor I
            Oct 26, 2017 3:19 AM UTC
            I'm returning mine...
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              FredMAuthor
              Contributor I
              Oct 26, 2017 3:23 AM UTC
              I've managed to have Alexa to control the speaker after may trials, but now If I tell Alexa to play music on a specific speaker (like kitchen) Alexa recognizes the command and tell to play music on kitchen but the music ended up playing on ALL my speakers! I'm tired of this...
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                Ryan S
                Ryan S
                Retired Sonos Staff
                Oct 27, 2017 10:06 PM UTC
                Hi Fred, sorry to hear you're having trouble. If it's playing on all of your speakers, most likely they're all grouped together in the Sonos app. Voice control doesn't have grouping built in, so playing to one room will to play all of the ones grouped together through the Sonos app.
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                Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
                  Juan Pablo
                  Juan Pablo
                  Lyricist III
                  Oct 29, 2017 1:08 AM UTC
                  I have the same issue, i haven’t found a solution yet and the wifi setting didn’t help? Sonos, any answer??
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                  trujillojuanp
                    FredMAuthor
                    Contributor I
                    Oct 29, 2017 1:48 AM UTC
                    I have the same issue, i haven’t found a solution yet and the wifi setting didn’t help? Sonos, any answer??
                    If your problem is Alexa saying that Sonos One is offline, what I found out (not from the poor Sonos One documentation...) is you have to go to the Alexa app and turn the Sonos one online , under settings. I hope that helps
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