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Mactallywhack
Contributor I
July 18, 2018
Answered

Alexa says "sorry, that device is offline"

  • July 18, 2018
  • 25 replies
  • 169112 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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    Treble
    Contributor I
    May 27, 2020

    I get exactly the same here tried all steps but doesn’t work and to be honest the Alexa integration on all my Sonos products is dire including the beam very unimpressed with the Alexa side of things 

    Sebastien D.
    Sebastien D.
    Sonos Staff
    May 28, 2020

    @Treble I am sorry to hear about your issue. Can you tell me if you have Alexa and/or Sonos setup at multiple addresses under the same account?

    Help others find useful content by clicking the like button and selecting best answer to your question.
    tangfj
    Contributor I
    October 20, 2020

    I’m having the same issue…

     

    I am having trouble getting Alexa to work properly... I have gone through the forums here and have tried disconnecting and connecting Sonos and Alexa many times but Alexa just refuses to work. Alexa is enabled on my Sonos but it doesn't do anything... when I ask what time it is, the time is wrong (1hr later than my time) and when I ask to play music by saying "Alexa play music", it just says "sorry that device is offline". What I really want is SiriusXM but when I ask Alexa to play SiriusXM it just says the app is not enabled (even though it is and is working fine on my other Amazon branded devices)... please help! I submitted diagnostics via the app with confirmation number 680562498.

    Rowena B.
    Rowena B.
    Retired Sonos Staff
    October 23, 2020

    Hi @tangfj, thank you for reaching out to the Sonos Community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this.

    I'd like to ask some questions to isolate the issue so we can create a path towards resolution.

    Do you use your Amazon account in another home or location?
    When you ask Alexa about time and the weather, did she respond correctly?

    Let me suggest the following steps to see if this would work for you. I know that you have performed the troubleshooting below, it would be best to follow it step by step.

    1. Open the Alexa app on your iOS or Android device.
    2. Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill.
    3. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device.
    4. Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa.
    5. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
      • To sign out of the Amazon mobile app:
        • On Android devices, open the app and tap Menu > Your Account > Sign Out.
        • On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > "Not [name]?"
    6. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
    7. Once completed, try giving Alexa another command.

    If you're still having the same issue after checking the steps above, I recommend contacting our Sonos Customer Care support to remotely connecting to your device to further assist you with this and to provide the best option for you.

    Please feel free to reach out in the future if you have any other questions.

    You're always welcome here.

    Help others find useful content by clicking the like button and selecting the best answer to your question.
    sotor
    sotor
    Lyricist I
    December 20, 2020

    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

    This process fixed my issue; thanks for sharing 

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