Alexa keeps on saying Sonos One is offline

I have been coming back to this thread on and off for the past four weeks, because half my Echo enabled devices are showing as offline, and the new Sonos speakers I bought (during that brief discount period) are also showing as offline in the Alexa app - though they work perfectly well via the Sonos system. I too have noted that oddity, when music is playing through the speakers, and you ask Alexa to stop the music, and she dips the volume to answer that no music is playing. Better still, while trying for the hundredth time to resolve this issue, I had two speakers in a stereo pair giving each other orders, One announced helpfully, 'Just say, 'Alexa, discover devices',' and the other one started looking for devices. Which it didn't find because it is OFFLINE.

Anyway, I come to this forum because not only does Amazon seem unaware this issue exists, but there is nothing useful in any of their forums. I am firmly of the opinion that if I can fix the Sonos speakers the same remedy will also fix the other Echo devices.

And for the sake of other sufferers of this problem, I will offer my opinion, that the offline issue, for me at least, is something to do with my Amazon account not knowing which country I am based in. i visit the US often, and buy stuff on Amazon.com and have it delivered to a US address. I even bought some of my Echo devices there. This appears to have totally screwed up my Echo system. Deep down in my Amazon account settings my address and country have got muddled and - judging by the time they have taken to not fix it - even Amazon can't unmuddle it.

As an earlier poster pointed out, if you go to your Amazon account and look for 'manage devices' and then 'content and settings' and then 'settings' you will see an entry for your address and country of residence. Make sure a UK address is entered there (if you're based in the UK). I have made this change a hundred times and it never sticks. The last time I spoke to Amazon support they made the same change and it still has not registered.

When I log on to alexa.amazon.co.uk I am automatically transferred to alexa.amazon.com. That's what makes me think I will never fix this issue unless Amazon fixes it, and I doubt they ever will.

My next idea? Transferring all my Echo devices to my wife's Amazon account, which has no such address issues. There's probably a huge problem with that I have not foreseen, but right now, I can think of no other solution...

Hi

I agree that this sounds like an Amazon account issue. Can you try these steps:

1/ Check your profile in your Sonos account www.sonos.co.uk
2/ Follow the steps I've listed in the Answer to this question from section 2 onwards:
https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126/index1.html

Hi

I agree that this sounds like an Amazon account issue. Can you try these steps:

1/ Check your profile in your Sonos account www.sonos.co.uk
2/ Follow the steps I've listed in the Answer to this question from section 2 onwards:
https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126/index1.html

Thanks for your advice, but what should I be looking for when I check my Sonos account profile?

And forgive me but I won't pursue the later steps until the Amazon account address issue is resolved. Bear in mind I have a several non-Sonos Echo units that are also showing as offline, and were before I bought the Sonos Ones. Plus, my problem Sonos speakers are way up on top of kitchen cabinets, and rebooting etc involves a stepladder and a lot of cursing..! 😃

Ok after reading everything here and trying a lot of it I finally got mine to work. As someone suggested I went online to alexa.amazon.com. My skill was active and working so that wasn't the issue however when I went to devices it did show my speaker as offline. I had to hit discover once again and then the offline note went away and now it is working. Yeah so try rediscovering it as well. Hopefully this helps at least it did me.

Moderator Note: This response was previously marked as the Best Answer. The Best Answer has been changed to assist a wider audience.

Hi

I agree that this sounds like an Amazon account issue. Can you try these steps:

1/ Check your profile in your Sonos account www.sonos.co.uk
2/ Follow the steps I've listed in the Answer to this question from section 2 onwards:
https://en.community.sonos.com/amazon-alexa-and-sonos-229102/alexa-says-she-is-playing-on-kitchen-but-no-sound-comes-out-6800126/index1.html

Thanks for your advice, but what should I be looking for when I check my Sonos account profile?

And forgive me but I won't pursue the later steps until the Amazon account address issue is resolved. Bear in mind I have a several non-Sonos Echo units that are also showing as offline, and were before I bought the Sonos Ones. Plus, my problem Sonos speakers are way up on top of kitchen cabinets, and rebooting etc involves a stepladder and a lot of cursing..! :D

That you address is correct!

I have solved the problem of my Sonos Ones showing as 'offline'.

My wife has an unused Amazon account with no issues about the account address. I reset one of my 'offline' Echo devices and registered it to her Amazon account. Not only did the Echo device immediately appear as online, but so did all the other Echo units that had been showing as 'offline', including the Sonos Ones. I did not even have to reset them. Now on the Alexa app (logged in under my wife's username) the Echo devices that were registered, online and working under my old account are showing as 'offline' (because her account does not control them). All the devices that used to show as 'offline' are now 'online.'

The account address was the issue.

Before I go any further I have to figure out whether continuing to us my wife's account will cause more headaches further down the line. Will I be able to link my Sonos account to the new Echo account? Plus, Echo offers phone calls and messaging - but if I use the newly-online Echo units the messages will appear to come from my wife..!

I have solved the problem of my Sonos Ones showing as 'offline'.

My wife has an unused Amazon account with no issues about the account address. I reset one of my 'offline' Echo devices and registered it to her Amazon account. Not only did the Echo device immediately appear as online, but so did all the other Echo units that had been showing as 'offline', including the Sonos Ones. I did not even have to reset them. Now on the Alexa app (logged in under my wife's username) the Echo devices that were registered, online and working under my old account are showing as 'offline' (because her account does not control them). All the devices that used to show as 'offline' are now 'online.'

The account address was the issue.

Before I go any further I have to figure out whether continuing to us my wife's account will cause more headaches further down the line. Will I be able to link my Sonos account to the new Echo account? Plus, Echo offers phone calls and messaging - but if I use the newly-online Echo units the messages will appear to come from my wife..!

That's great news. 🙂 With regard to your questions, no I don't think this will cause issues later as you can add yourself as an additional user to your wife's Amazon account and the Echo device will recognise any commands from you and your wife separately.

While exploring this subject on other threads I came across a couple who had done precisely that, sharing an Amazon account through two different logins, and it threw their Alexa into a right tizz because it didn't know who to take commands from - even verbally. I am extremely reluctant to go down that path because the potential complications, involving my Sonos and Spotify accounts, are horrendous...

While exploring this subject on other threads I came across a couple who had done precisely that, sharing an Amazon account through two different logins, and it threw their Alexa into a right tizz because it didn't know who to take commands from - even verbally. I am extremely reluctant to go down that path because the potential complications, involving my Sonos and Spotify accounts, are horrendous...
I have one account with my wife recognised as another member of the household and no problems so far. :)

EDIT: Just to be clear: One Amazon account but with two members of the household identified.

Yes; it was the suggestion that I add myself to my wife's account as part of a household that threatened to make things complicated. I have added her to my household, in the hope of seamlessly sharing services. I have Prime, she doesn't.