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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

    Show previous replies
    poiv3
    Contributor I
    June 19, 2020

    I just set up a pair of new Sonos Fives and built in Alexa is not working. I can only control the speakers via Alexa through a separate Amazon device (echo).

    Anonymous
    June 20, 2020

    I spent a long call with very helpful tech support and tried lots of different config changes but we did not fix it.  From sonos end this should be fine.  We left it with a few things for me to check to rule out specific problems my end but they did not help so it seems to me a bug that needs fixing but Sonos need to be able to reproduce it to that.

    SonosManu
    Enthusiast II
    June 20, 2020

    Alexa also stopped working for me and now I can’t link the accounts between Sonos S2 and Alexa! Frustrating!!!

    PPE44
    Avid Contributor II
    June 21, 2020

    Hi,

    I’ve the same problem : unable to re-link Sonos and Alexa. When I try to enable skill, always the same answer : “unable to link Sonos at this time, please try again later”. It makes me crazy :rage:

    Other thread about the same problem : https://en.community.sonos.com/amazon-alexa-and-sonos-229102/sonos-alexa-integration-broken-since-s2-update-help-6843457?postid=16444557#post16444557

     

    Please, Sonos Staff, look at this, it seems to be a real bug.

    Thanks.

    UKMedia
    UKMedia
    June 21, 2020

    All

    Please open the Sonos App>Settings>Services & Voice>Amazon Alexa and ensure that all of your Sonos Alexa devices are set as Enabled.

    EDIT:

    I’ve posted in that thread but it appears to be an intermittent issue, it worked on the forth attempt - so just keep trying and it may work.  I wonder if this is a time out issue?

    Remember: Sometimes Red Wine helps :)
    PPE44
    Avid Contributor II
    June 21, 2020

    @UKMedia : I’ve tried to enable skill many time… Always unable to add skill.

     

    BladeRunner73
    Contributor I
    June 21, 2020

    Same issue with me. Nothing works now. Today morning I could enable Alexa but Spotify was not responding, only music from Amazon Music. Then after installing and reinstalling all apps finally Alexa is not not even possible to activate in the Sonos app. Try again later message. 
    I hope the issue is solved soon. Also the problem in Alexa enabling Spotify is not solved. Seems there are major issues that started today. Yesterday all worked fine. 
     

    Is Spotify working with Alexa app for anyone? 
     

    Also Sonos skill does not install.

     

     

    CD72
    Lyricist III
    June 22, 2020

    Yep, same.thing here.
     

    I have 2 Sonos ones and I can't add the Sonos skill in the Alexa app or the Alexa voice skill in the Sonos app.…

     

    Don't they test these things first?! 

    matiase
    Trending Lyricist I
    June 22, 2020

    I live in Philippines , after Sonos S2 upgrade, Alexa/ Sonos doesn’t work anymore, is there a way to make it work again?

    Add Voice Service is no longer available on my Sonos S2 App > System & Voice, cannot add any Voice Service at all

    karlfromkent
    Lyricist II
    June 22, 2020

    Very similar situation here. Short story is I can’t enable the sonos skill in the alexa app, or add alexa as a voice service from the sonos app.

     

     

    I have 4 x Play:1 and 1 x One (1st gen). S2 upgrade was fine to begin with.

     

    In one of the bedrooms we have an echo dot clock linked to the Play:1 in that room. Yesterday I noticed that Alexa was responding to commands to play music, but nothing was palying from the Play:1 as it usually would do. I checked the sonos app and it hadn’t recieved the request to play from Spotify, but if I tried to play the music from spotify or sonos app it worked fine.

     

    I looked around online and saw that it could be due to linking authentication issues, so I did as instructed and unlinked the sonos and alexa etc.

     

    Now I am in the same boat as most of you and seems like it is an S2 issue?

     

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