Initially thought this was just an issue with my One, but checked the Roam and also not responding to any Alexa commands. Other non-Sonos Alexa devices all fine.Tried all the usual troubleshooting suggestions:Disabled/re-enabled in Alexa Skills Checked correct Amazon account in use Factory reset Sonos devices on network Deregistered devices from Alexa Removed/re-installed Alexa voice service on both Sonos devicesWhen re-installing Alexa on the devices the process completes successfully in Sonos (Alexa says “hello” etc), but Alexa app still says they are “offline”.Any other ideas?

Contributor I

Answered

Alexa stopped working on Roam and One

Forum|Forum|3 years ago
November 13, 2022
17 replies
1964 views

Initially thought this was just an issue with my One, but checked the Roam and also not responding to any Alexa commands. Other non-Sonos Alexa devices all fine.

Tried all the usual troubleshooting suggestions:

Disabled/re-enabled in Alexa Skills
Checked correct Amazon account in use
Factory reset Sonos devices on network
Deregistered devices from Alexa
Removed/re-installed Alexa voice service on both Sonos devices

When re-installing Alexa on the devices the process completes successfully in Sonos (Alexa says “hello” etc), but Alexa app still says they are “offline”.

Any other ideas?

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Best answer by Airgetlam

It’s also possible it is two different things, that look similar in effect.

I’d certainly be submitting a system diagnostic within 10 minutes of reproducing this problem, and calling Sonos Support to discuss it, as well as contacting Amazon’s CS.

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caesar327

Prodigy I

Initially thought this was just an issue with my One, but checked the Roam and also not responding to any Alexa commands. Other non-Sonos Alexa devices all fine.

Tried all the usual troubleshooting suggestions:

Disabled/re-enabled in Alexa Skills
Checked correct Amazon account in use
Factory reset Sonos devices on network
Deregistered devices from Alexa
Removed/re-installed Alexa voice service on both Sonos devices

When re-installing Alexa on the devices the process completes successfully in Sonos (Alexa says “hello” etc), but Alexa app still says they are “offline”.

Any other ideas?

Reboot your home router -- that fixed it for me, for about 12 hours, then it happened again. Had to reboot router again.

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caesar327

Prodigy I

As a guess, it sounds a lot like Amazon was having an issue on their side of things. It may not yet be resolved on the servers they use for Sonos connectivity.

Now I see that Sonos pushed out its latest update on November 9th and Alexa had an update yesterday (November 12th). So it is likely either one or the other, or the combination of both. But I think something with latest Alexa update: version 2.2.506625.0 - is not playing well with Sonos. And BOTH Alexa and “Hey Sonos” stop working.

AirgetlamAnswer

It’s also possible it is two different things, that look similar in effect.

I’d certainly be submitting a system diagnostic within 10 minutes of reproducing this problem, and calling Sonos Support to discuss it, as well as contacting Amazon’s CS.

Bruce

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donhayAuthor

Contributor I

She’s back 🙂

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Mrfrix

Contributor I

She’s back 🙂

Did you do anything in particular before it started working again? Or did it just start working? I still have the same issue.

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donhayAuthor