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SkipperGreg
SkipperGreg
Contributor I
Mar 16, 2024 6:55 PM UTC

Alexa Not Recognizing Sonos One (Gen 1) Speakers

Known bug (on Sonos support page) that with the March 14, 2024 Alexa App and Sonos 1 app updates, Alexa voice does not work on the Sonos One (Gen 1) speakers. When I look at devices in the Alexa app it says my 2 Sonos One speakers are unresponsive and offline. I’ve tried to clean out or log out of all apps to get my Sonos speakers to work with Alexa without success but have further data to support that the latest Alexa app (updated 3/14/2024) is recognizing my Sonos One FIRST Edition speakers as SECOND Edition speakers and that explains why they are not working. See screen shot below of my devices in the Alexa app for that corroboration.

i tried to email this to Sonos (support@sonos.com) but got a reply saying that address is not monitored. A support link for posting was provided but that is the generic support page with phone and chat but no way to submit any info except here. Hence this post to share with Sonos and the community. As mentioned, I have Sonos One GEN 1 (first edition) but Alexa is seeing my speakers as GEN 2 which is why they won’t work any longer.

 

 

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    Pinned Reply By Corry P

    Hi @SkipperGreg 

    We have released an update for S1 that we believe addresses this issue. Please check your system for updates and test. If you continue to see this issue after updating, we recommend you get in touch with our technical support team for assistance.

    Thank you for your patience.

    View in thread

    26 replies

    Hodag
    Lyricist I
    Mar 16, 2024 7:41 PM UTC

    My Sonos One speakers stopped responding the Alexa voice commands on 3-14 or 3-15. The Sonos site has a notice dated 3-15-24 that they have a problem with Alexa voice controls following an update and the are working on a fix with Alexa.

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      SkipperGreg
      SkipperGregAuthor
      Contributor I
      Mar 16, 2024 7:43 PM UTC

      Yes - the screen shot was diagnostic info to help fix the problem since there is no longer any way to get info like this to Sonos other than calling or chatting. Email to support no longer works.

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        fudgenuggets
        Lyricist II
        Mar 17, 2024 2:18 PM UTC

        Same with me😫

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        King777
        Lyricist I
        Mar 18, 2024 1:39 PM UTC

        This is not the first time this has happened. I’ve lost faith in Sonos tech people. Time to change to a better brand speaker.

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        SkipperGreg
        SkipperGregAuthor
        Contributor I
        Mar 18, 2024 1:55 PM UTC

        This is not the first time this has happened. I’ve lost faith in Sonos tech people. Time to change to a better brand speaker.

        I’ve been using Sonos for 19 years, have never had a problem, always had good experience with support, and am impressed with the engineering of their tech. The fact that they eliminated their support@sonos.com email address and the link provided to submit a problem didn’t have a form to do so is troubling. Regarding this bug, it may be Amazon Alexis at fault not Sonos. The underlying problem is Alexa’s latest app recognizes gen 1 as gen 2. Maybe that’s on Sonos. I don’t know. But at least Sonos is trying to support old gen 1 tech. Most vendors would force you to upgrade to the latest or lose the features. 

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        King777
        Lyricist I
        Mar 18, 2024 3:02 PM UTC

        Amazon Alexa doesn’t just upgrade their app as a surprise. There’s testing by third party users, to allow them get on board with the changes. Whether this is Sonos or Amazon to blame doesn’t really matter to me, this is a major disruption my service’s when I rely on voice control for so many smart home services. I now have to look for something more reliable.

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          wildoggo
          Lyricist III
          Mar 18, 2024 6:26 PM UTC

          I have the same problem.

          Is there a fix? I tried the deleting and re adding on both the sonos and amazon side but no luck. 

          I’m in Canada. Using the Sonos 1 app.  

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          SkipperGreg
          SkipperGregAuthor
          Contributor I
          Mar 18, 2024 6:28 PM UTC

          I have the same problem.

          Is there a fix? I tried the deleting and re adding on both the sonos and amazon side but no luck. 

          I’m in Canada. Using the Sonos 1 app.  

          Complain to both Amazon and Sonos and wait for them to update the app! It’s in queue but the squeaky wheel gets the grease.

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          wildoggo
          Lyricist III
          Mar 19, 2024 12:18 AM UTC

          I have the same problem.

          Is there a fix? I tried the deleting and re adding on both the sonos and amazon side but no luck. 

          I’m in Canada. Using the Sonos 1 app.  

          Complain to both Amazon and Sonos and wait for them to update the app! It’s in queue but the squeaky wheel gets the grease.

          Greg - Can you share links to complain? Are you suggesting twitter or a support forum, or a ticket? 

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          wildoggo
          Lyricist III
          Mar 19, 2024 12:24 AM UTC

          My Sonos One speakers stopped responding the Alexa voice commands on 3-14 or 3-15. The Sonos site has a notice dated 3-15-24 that they have a problem with Alexa voice controls following an update and the are working on a fix with Alexa.

          where did you see this? 

           

          I tried these steps but no luck.

          https://support.sonos.com/en-us/article/alexa-commands-not-working-on-sonos

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