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Lwarden
Contributor I
Mar 15, 2018 6:44 PM UTC
Answered

Alexa or microphone not working

I set up my speaker 6 days ago and the microphone or alexa has stopped responding. I have unplugged it but no change. The only buttons that seem to work are the volume buttons. All worked perfectly until now.
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Keith N
Keith NAnswer
Sonos Staff
May 11, 2018 10:31 PM UTC
Hi there, walter45. Thanks for posting and sharing your diagnostic report number. Please reboot your player and then try to turn on the microphone by tapping the microphone icon on the top of the Sonos One.

If the issues persist...

It seems that your stereo pair is being "kicked" or deauthorized from the network. This could happen for a number of reasons and could certainly cause Alexa to not function properly. As such, I normally recommend giving our support technicians a call to troubleshoot this in real time. They are able to set up a remote session and get a closer look at the router settings and get this resolved. Thanks!
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17 replies

jgatie
jgatie
Mar 15, 2018 7:22 PM UTC
Is the white light on top of the One on? If not, try pressing the microphone button to turn it on.
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    Keith N
    Keith N
    Sonos Staff
    Mar 15, 2018 7:51 PM UTC
    Hi there, Lwarden. Just as jgatie posted, double check to verify the light on the top (by the microphone icon) of the unit is illuminated. Otherwise, please submit a diagnostic report and I will be happy to take a look and advise on next steps. Thanks in advance!
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      LwardenAuthor
      Contributor I
      Mar 15, 2018 11:37 PM UTC
      Yep... light on and all looks normal. How do i do a diagnostic report?
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      UKMedia
      UKMedia
      Mar 16, 2018 9:00 AM UTC
      Yep... light on and all looks normal. How do i do a diagnostic report?

      Please select Help>About>Submit Diagnostics... and post the number in this thread.

      Can you toggle the Mic on and off by touching the Mic symbol and ensure the small round white light is displayed on the top of the Sonos One. If the problem persists then please check out the steps I've listed within the Answer to this post and let us know how you get on:

      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#post16210022
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      Remember: Sometimes Red Wine helps :)
        shfawaz
        shfawaz
        Prominent Collaborator I
        Mar 19, 2018 11:23 PM UTC
        I’m having the same exact problem on one of two of my Sonos One units. Worked like a charm for almost a month and now won’t respond or listen when I execute the Alexa command. Unplugging and replugging and no joy. I can press the button on top and it will take my command.
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        "I alway listen to my music intravenously"
        shfawaz
        shfawaz
        Prominent Collaborator I
        Mar 19, 2018 11:29 PM UTC
        I submitted my diagnostic info under report 836149495. Thanks.
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        "I alway listen to my music intravenously"
        UKMedia
        UKMedia
        Mar 20, 2018 7:56 AM UTC
        I submitted my diagnostic info under report 836149495. Thanks.

        Please follow the steps I've listed within the Answer to this post:

        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
        Translate
        Remember: Sometimes Red Wine helps :)
          walter45
          Lyricist II
          May 11, 2018 9:16 PM UTC
          I have a similar problem, microphone light is off, microphone is not working and hence Alexa not working either
          Diagnostic number 1233420327
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          Keith N
          Keith NAnswer
          Sonos Staff
          May 11, 2018 10:31 PM UTC
          Hi there, walter45. Thanks for posting and sharing your diagnostic report number. Please reboot your player and then try to turn on the microphone by tapping the microphone icon on the top of the Sonos One.

          If the issues persist...

          It seems that your stereo pair is being "kicked" or deauthorized from the network. This could happen for a number of reasons and could certainly cause Alexa to not function properly. As such, I normally recommend giving our support technicians a call to troubleshoot this in real time. They are able to set up a remote session and get a closer look at the router settings and get this resolved. Thanks!
          Translate
          julioso21
          Contributor I
          Oct 25, 2018 7:57 PM UTC
          Same problem. Mic light doesnt turn on. Im in Mexico.
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