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Lwarden
Contributor I
March 15, 2018
Answered

Alexa or microphone not working

  • March 15, 2018
  • 17 replies
  • 9837 views
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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Best answer by Keith N
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!

17 replies

jgatie
jgatie
March 15, 2018
Is the white light on top of the One on? If not, try pressing the microphone button to turn it on.
    Keith N
    Keith N
    Sonos Staff
    March 15, 2018
    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!
    Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
      LwardenAuthor
      Contributor I
      March 15, 2018
      Yep... light on and all looks normal. How do i do a diagnostic report?
      UKMedia
      UKMedia
      March 16, 2018
      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
      Remember: Sometimes Red Wine helps :)
        shfawaz
        shfawaz
        Prominent Collaborator I
        March 19, 2018
        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.
        "I alway listen to my music intravenously"
        shfawaz
        shfawaz
        Prominent Collaborator I
        March 19, 2018
        I submitted my diagnostic info under report 836149495. Thanks.
        "I alway listen to my music intravenously"
        UKMedia
        UKMedia
        March 20, 2018
        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
        Remember: Sometimes Red Wine helps :)
          walter45
          Lyricist II
          May 11, 2018
          I have a similar problem, microphone light is off, microphone is not working and hence Alexa not working either
          Diagnostic number 1233420327
          Keith N
          Keith NAnswer
          Sonos Staff
          May 11, 2018
          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!
          Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.
          julioso21
          Contributor I
          October 25, 2018
          Same problem. Mic light doesnt turn on. Im in Mexico.
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