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Mactallywhack
Contributor I
July 18, 2018
Answered

Alexa says "sorry, that device is offline"

  • July 18, 2018
  • 25 replies
  • 169114 views

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not sure which device or settings i need to address to get "that device" online. Everything is connected through my wifi.

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    Best answer by iwb100
    Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it.

    Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos

    25 replies

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    Sebastien D.
    Sebastien D.
    Sonos Staff
    February 10, 2020

    Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa from another site?

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    steviez
    Contributor I
    February 10, 2020

    Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa in a different street address?

     

    No.  Just one apartment.

    Sebastien D.
    Sebastien D.
    Sonos Staff
    February 10, 2020

    In that case, try these steps below:

    • Disable the Sonos Skill within the Alexa app. Do not re-enable the skill just yet.
    • Next, open the Sonos app to remove Alexa voice services as well.
    • Log out of all Amazon Apps on the mobile device, i.e. Amazon Shopping App, Alexa App, Amazon.com and Amazon Music.
    • Go through the Alexa Setup in Sonos again.
    • Follow the prompts to set up voice services which will require you log in your Amazon account, to link them together.
    • If that's all worked you should hear the Sonos One say "Hello". Try asking it to play something like a radio station (Radio by TuneIn is enabled by default) and see if that works.
    • If this does not work, or you are getting stuck at any stage, please post a diagnostic confirmation number and describe how/where it went wrong. 

     

     

    Keep me posted whether or not this helps.

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      jih59
      jih59
      Contributor I
      March 20, 2020

      THANK YOU!!! I tried other suggestions, but only this worked. Have had this issue for a while. Closing and exiting everything as you noted, was the only thing that worked. Now my MOVE is working like a charm. Thank you very very much!!!

        Sebastien D.
        Sebastien D.
        Sonos Staff
        March 20, 2020

        No problem at all! :smiley:

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        archiekilp
        Contributor I
        April 22, 2020

        I tried everything you said, joined Alexa with my sonos and it said hello and speaks to me but when I ask it to play my music it says “playing songs in your library, sorry this device is offline”. what do I do?

        bockersjv
        bockersjv
        Local Superstar
        April 22, 2020

        You follow the advice here

        https://en.community.sonos.com/amazon-alexa-and-sonos-229102/sorry-that-device-is-offline-6821288

         NOTE actions must be taken on PC or Mac browser

        archiekilp
        Contributor I
        April 22, 2020

        Tried it and didn’t work, and I’ve tried so many other things aswell

         

        Sebastien D.
        Sebastien D.
        Sonos Staff
        April 30, 2020

        @archiekilp, do you have Alexa and/or Sonos setup at multiple locations or addresses? Alexa can have trouble with multiple locations on the same account.

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        Toddlesworth
        Lyricist I
        May 7, 2020

        Same problem, but I didn’t want it to use the Sonos speaker. It would try to play from so is, say it couldn’t connect & not play anything at all out of the Alexa speaker I asked to ply music. My fix was to remove any Sonos speakers as the ‘preferred’ speaker in all device groups in the Alexa app

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