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SkipperGreg
SkipperGreg
Contributor I
March 16, 2024

Alexa Not Recognizing Sonos One (Gen 1) Speakers

  • March 16, 2024
  • 26 replies
  • 2710 views

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.

    26 replies

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    SkipperGreg
    SkipperGregAuthor
    Contributor I
    March 19, 2024

    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? 

    For Alexa, I called Amazon support. In the Alexa app, add a device, select speaker, select Sonos. It will fail. Click try again. It will fail again and give you a link to contact support. You can call them and complain. For Sonos, there is no longer any email or web form. But if you go to the Sonos support webpage there is a chat and support telephone number. Sonos used to have a support email address (support@Sonos.com) but you now get a reply saying it’s no longer monitored with a link to “submit information.” That link is the standard Sonos support page and I saw no form, just the phone number and chat. Ugh.

    SkipperGreg
    SkipperGregAuthor
    Contributor I
    March 19, 2024

    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

    See my comment below for the Sonos outage notice.

    SkipperGreg
    SkipperGregAuthor
    Contributor I
    March 19, 2024

    The Sonos notice of Alexa Voice Outage is at the link below:

    Sonos Voice Response Outage Notice

      wildoggo
      Lyricist III
      March 21, 2024

      The Sonos notice of Alexa Voice Outage is at the link below:

      Sonos Voice Response Outage Notice

      Thanks, I saw this today also.  So annoying.  It is probably an API certificate signing issue and the person responsible has left the company!   

      Corry P
      Corry PPinned
      Sonos Staff
      March 21, 2024

      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.

      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        fudgenuggets
        Lyricist II
        March 21, 2024

        Not working for me!

          wildoggo
          Lyricist III
          March 21, 2024

          Not working for me either.  I just put a second alexa puck by my Sonos One for now.  

          fudgenuggets
          Lyricist II
          March 21, 2024

          Got it working now!

          I had to update the Sonos controller 4 times, deregister Alexa devices several times, remove Alexa from Sonos controller 3 more times, rename the devices and eventually the update worked.

          First thing you’ll see in Alexa device section is the devices being back online.

          My system seemed to resist the update which is definitely glitchy during the process but it eventually gave in and worked,

          I hope it works for you.

          CoolCelt
          Lyricist I
          March 21, 2024

          Confirming that the issue existed, the patch just released (do a proactive update via:  settings system, system updates, check for updates) has been applied today across the s1 network and Alexa has resumed working on the Sonos one speaker. 

          Pretlezlogic
          Lyricist I
          March 21, 2024

          Thank you so much for this! Sending sincere thanks from London.

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