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BCM
BCM
Jul 19, 2018 2:05 AM UTC
Answered

Alexa lost her hearing

All has been great with my Sonos One for months. Come in the door and ask Alexa to play stuff and she always obliged. All was great this morning while working in the kitchen and told her to stop playing and she did. Came in this afternoon and called her name and don’t get the bong. Called her again... nothing. Third time and nothing so I pulled her plug, waited a minute and plugged her back in. After a few minutes still no response to ‘Alexa.’ I even yelled right in her ear.

Any ideas to get her working again? The app says something about no internet connection but everything is working fine elsewhere as far as that is concerned. Not sure what I’m missing.
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Ditte
DitteAnswer
Jul 19, 2018 12:08 PM UTC
Check the top of the device, there's a little microphone icon, and if you tap that, the light goes on/off.
Light on: Mic on. Light off: Mic off.

Best,
Ditte
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9 replies

BCM
BCMAuthor
Jul 19, 2018 2:12 AM UTC
In the Alexa app it is showing the Sonos One as offline, if that helps.
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UKMedia
UKMedia
Jul 19, 2018 8:44 AM UTC
This can be fixed sometimes by opening the Alexa App in a browser ( https://alexa.amazon.co.uk or https://alexa.amazon.com ) and selecting Settings.
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Remember: Sometimes Red Wine helps :)
BCM
BCMAuthor
Jul 19, 2018 9:47 AM UTC
Went in and checked that. I am showing a Sonos One and Alexa. I renamed the Sonos One to Alexa so I'm not sure why that one is still showing. That is the one that is showing offline. The Alexa instance I can't seem to do anything with.
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UKMedia
UKMedia
Jul 19, 2018 9:57 AM UTC
I suggest that in the browser version of the Alexa app>Smart Home>Devices you select Forget All then Discover. Let us know how you get on.
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Remember: Sometimes Red Wine helps :)
BCM
BCMAuthor
Jul 19, 2018 11:27 AM UTC
That cleaned up the list nicely. Thank you for that. But she's still deaf. Any other suggestions before I call support? Assuming it is a Sonos problem?
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Ditte
Ditte
Jul 19, 2018 11:57 AM UTC
Hi BCM,

I'm almost afraid of asking, as I'm fairly certain you've already checked, but... is the mic on? :)
If she's still not responding, then please do give us a call and we'll check it out with you.

Best,
Ditte
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BCM
BCMAuthor
Jul 19, 2018 12:06 PM UTC
I didn't check that. Didn't know it could be turned off. How do I check it?
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Ditte
DitteAnswer
Jul 19, 2018 12:08 PM UTC
Check the top of the device, there's a little microphone icon, and if you tap that, the light goes on/off.
Light on: Mic on. Light off: Mic off.

Best,
Ditte
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    BCM
    BCMAuthor
    Jul 20, 2018 1:06 AM UTC
    That was it. Thank you! How can that get turned off though when no one can access the top of the device? It sits on a shelf with a shelf just above it. Fingers can’t get in there, and it is just me and my wife here. No cats or kids. Also... she wont play Sirius again. She pretends to but doesn’t. I know that was fixed in another thread I started so I’ll head back over there. Thanks again.
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