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d2iguy
Contributor I
June 16, 2020
Answered

Alexa voice assist stops working S2

  • June 16, 2020
  • 68 replies
  • 3765 views

Sonos hive, seeing if anyone else is seeing this issue. I upgraded to S2 and did a full redetect of every device in my Sonos system. All are compatible with S2 and all upgraded successful. Alexa detected my SonosOne and picked up all my devices. So far so good. 

My SonosOne was not showing the mic active. I figured out this was due to the voice service not being set right. I went through pass after pass of trying to get it working only to be stopped by the dreaded error that sonos could not make the amazon account "There is a problem adding Alexa."

I have tried multiple speakers alexa enabled sonos speakers; same issue. I have also ripped out the sonos skill and put it back to no avail. It all worked under S1 software. And all the Alexa-Sonos groups and play services work. So this is limited to just voice services.

What is interesting is I CAN successfully add the Google Assistant service without issue. So I  thinking this is a compatibility issue with S2 and Alexa.

Anyone else seeing this issue? Amy suggestions are welcome and I am glad to provide further info

Thanks in advance for your help

 

 

 

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    Best answer by d2iguy

    [SOLVED]

    This morning I successfully pulled my Sonos ONE back into Alexa. It looks like the 12.0.1 release fixes the issue. But, there is a catch: the 12.0.1 update will not come install if you were an early adopter of S2 via SONOS. Here are the symptoms and the fix:

    • Within the SONOS app, you go to System - About My System and you will see you are running Version 12.0
    • If you go to System - System Updates and check for updates, the SONOS app will indicate there is an update and take you to the app store. There you will see the version is 12.0.1.
    • The app store WILL NOT give you the option to install or upgrade as it “thinks” you already have the upgraded versions (12.01)...but you don’t.
    • Uninstall the app from your device and then go back to the app store and install the app store-version. Once complete, check the System-About My System and you will see it now says Version 12.0.1.
    • Now go and add the Alexa assistant back to your devices and you should not longer get the dreaded unable to connect to Alexa error.

    Give this process a shot and see if you have the same success. Go luck!

    68 replies

    Anonymous
    June 18, 2020

    Yes, exactly the same issue. Been going crazy resetting everything, removed alexa, uninstalled etc. Nothing works.  I'm now guessing we'll have to wait for a fix. I'm gonna use Google for now but will switch back when I can.

    d2iguyAuthor
    Contributor I
    June 18, 2020

    Whew! Glad to know someone else is in the canoe with me. I am guessing it is an authentication bug between Sonos and Alexa. 

    timothyp
    Contributor II
    June 18, 2020

    I saw in another thread that disabling the Sonos skill in the Alexa app and then reenabling fixes this.

    After upgrading to s2, Alexa responded to me but did nothing.  So I disabled the Sonos skill in the Alexa app on my phone and then reenabled it, and now it works.

    d2iguyAuthor
    Contributor I
    June 18, 2020

    Unfortunately,  that has not worked for me. That was one of the first things I tried.

    Anonymous
    June 19, 2020

    Same here.  Today I'm going for a full restart. Everything factory reset,  power off, removed from accounts etc. Installed as a new system.  Will report back if that works

    Anonymous
    June 19, 2020

    Unfortunately no it did not. Think I'll go back to S1 

    Anonymous
    June 19, 2020

    Can't go back, I think I've all I can just waiting for a fix now.

    timothyp
    Contributor II
    June 19, 2020

    I don’t know if this makes any difference but for reference:
    Living Room: paired gen2 Play:5’s with gen2 sub
    Office: paired gen1 One’s
    Move

    Alexa works on all with S2.
    I use S2 on Galaxy Note 8 and on Windows 10.

    When S1 first appeared I ran Update.
    I installed S2 app on my phone and ran Update, then installed S2 for Windows.
    With Alexa app on my phone I disabled, then reenabled the Sonos skill.

    lynn thornton
    Lyricist I
    June 19, 2020

    Same problem here! I have tried  the suggested fixes and it still does not work! Sadly my kindle fire also cannot run s 2!

    d2iguyAuthor
    Contributor I
    June 19, 2020

    Here is some additional info about the issue and why I believe some of you are having success while others are not:

    • If your Alexa-enabled Sonos device was already configured and you simply upgraded to S2 and did not have to reset or re-provision those devices (it simply did the upgrade), chances are S2+Alexa voice is working
    • If you had to reset or re-provision a voice-enabled Sonos speaker (eg One or Beam), the Alexa voice assist will not go back in place no matter what you try

    In my case, I did the S2 upgrade on my Galaxy S9+ phone and pushed to my Sonos devices. My Sonos One fell out of the Sonos network after the upgrade. I reset and re-provisioned it successfully. However, Alexa voice would not link to it. Alexa DOES see all the devices via the Sonos One so I know they are talking to each other; it is just the voice assist. My Beam continued to work with Alexa Voice Assist since I didn’t reset it. Then, testing my theory, I did a reset and re-provision. It successfully detected but broke Alexa Voice Assistant.

    I suspect those of you who successfully disabled/enabled the Sonos skill in Alexa did not have to reset and re-provision the Sonos speaker. Hence, Alexa Voice Assistant is still working. If you follow my steps above, I believe it will break.

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