Contributor I

Answered

Alexa “Sorry, something went wrong” per profile, when unaccessed for 12-24 hours

Forum|Forum|2 years ago
January 17, 2024
34 replies
1501 views

Every day for the past few months, the first time I ask Alexa a question that she has to go to the internet for, she responds “Sorry, something went wrong”. We have 2 users setup and this happens per user.
for example, this sequence, all when we wake up:

Person1: Alexa, how old are you? (Local?)

Alexa: I’m 9 years old…

Person1: Alexa, what is the weather today?

Alexa: Sorry, something went wrong

Person1: Alexa, what is the weather today?

Alexa: The weather today is…weather

PERSON2: Alexa, what is the weather today?

Alexa: Sorry, something went wrong

PERSON2: Alexa, what is the weather today?

Alexa: The weather today is… weather

EVERY SINGLE DAY for the past few months

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Best answer by craigski

Any ideas appreciated please

There is no current solution, my advice is to run a diagnostic immediately after you experience this issue, and report it to Sonos Support.

Corry P

Sonos Staff

Hi @Runsie

Welcome to the Sonos Community!

We are aware of such an issue, but as far as we are aware, it only affects Alexa on Era 100 devices, which I can see you don’t own.

Therefore, I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

However, it may be as easy as removing the Sonos skill from Alexa in the Alexa app and adding it again: Alexa app » More » Skills & Games » Your Skills » Sonos » Disable Skill/Enable to Use, so it’s worth trying that first.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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craigski

Local Superstar

@Corry P Its not specific to ERA-100, see multiple comments on the other thread, maybe title can be changed?

Corry P

Sonos Staff

Hi @craigski

So far in our own testing, we have only been able to reproduce the behaviour on Era 100 units, so that’s what the technical documentation on the issue references.

Anyone experiencing these issues on devices other than Era 100s should get in touch. Those experiencing it only on Era 100 devices need not get in touch.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Butler Cross

Lyricist I

Same problem with Alexa running on Sonos one os s2 v 15.11 - Alexa app and Sonos all fully up to date

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Bee22

Lyricist III

Been having the exact same issue on my Sonos devices for a little while now as well which is what brought me to this thread. It occurring on my Arc and my Beam. The first request results in the “sorry something went wrong” reply and then on attempts after that it will respond properly.

R

RLB

Trending Lyricist I

I’m experiencing this on Sonos one, Sonos Move and Sonos Roam. It’s not just on the Era 100.

All up to date, and I’ve tried removing and reinstalling the voice service.

C

Captivebolt

Lyricist III

This is definitely not isolated to era 100 speakers. This is occurring on my beam, arc, and others. Sonos needs to step it up and fix this- extremely annoying.