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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
    PPE44
    Avid Contributor II
    June 22, 2020

    Hi,

    It seems to be a general issu (see: https://en.community.sonos.com/amazon-alexa-and-sonos-229102/unable-to-link-akexa-with-sonos-1-6843573)

    I’m in the same cas as most people : if you unlink Alexa and Sonos, no way to relink.

    Very frustrating.

    I’ve open a cas on twitter support and support ask me some try : ungroup all speaker, wire speaker directly on router without result. 

    I suspect software issu and I’m really sure there is a big problem between Sonos and Alexa Sonos skill.

    Psykhe
    Lyricist I
    June 22, 2020

    Same here as well.
    Also tried enabling Alex directly over the Alexa Web interface ( https://alexa.amazon.replacewithyourcountry ) when it didn’t work on the phone (Android 10;Pixel 3a).

    No success there as well.

    Background:

    Updated to S2 at the 10th, no issues whatsoever, around 10 days later Alexa only plays 1 song and stops. Tried removing and enabling Alex again and eventually tried removing an adding the skill.
    And since then I cannot enable it again. Like in the screenshot above “There was a problem adding Alexa”.

    And, of course, I cannot link Speakers with Alexa, very likely due to it too.

     

    Google Assistant works fine depending how you define “works”. Compared to Alexa the music playback capabilities of GA are ..well.. utterly horrible.

    “Alexa, play some rock music" → “Ok, Rock playlist is playing from Amazon music”. *Music plays*

    “Ok Google, play some rock music" → “Ok, Rock Music is playing from YT Music. .. I cannot find the requested content” *GA enabled speaker is flying through the window*
     

      karlfromkent
      Lyricist II
      June 22, 2020

      Good news. Just got my system linked and working as it was before.

       

      Ironically, I was on hold with Sonos support at the time and I tried it via the browser and it linked!

       

       

      PPE44
      Avid Contributor II
      June 22, 2020

      Good news for you. Do you think you do specific thing that explain it works now ??

      karlfromkent
      Lyricist II
      June 22, 2020

       

      Good news for you. Do you think you do specific thing that explain it works now ??

       

      I did everything exactly as I had done before, just this time it worked when I must have tried 50+ times before and got the above messages.

       

      The support person on the phone did say they’d had a lot of calls about this.

       

      I enabled and linked the skill via alexa.amazon.co.uk first, then I added the alexa voice service in the S2 app. After that, I tested that the One worked before setting a Play:1 as preferred speaker for my other Alexa enabled devices.

      PPE44
      Avid Contributor II
      June 22, 2020

      Thank you for your feedback.I will try tonight when I will back from work. 

        CD72
        Lyricist III
        June 22, 2020

        It's just worked for me too- I added the skill through the desktop alexa site and then all just went smoothly...

          Psykhe
          Lyricist I
          June 23, 2020

          No luck here so far.

          PPE44
          Avid Contributor II
          June 23, 2020

          Hello, it works since yesterday evening for me too. Activation is ok by alexa.amazon web site then audio services in Sonos app. I suspect server issue...

          karlfromkent
          Lyricist II
          June 23, 2020

           

          Good news for you. Do you think you do specific thing that explain it works now ??

           

          I did everything exactly as I had done before, just this time it worked when I must have tried 50+ times before and got the above messages.

           

          The support person on the phone did say they’d had a lot of calls about this.

           

          I enabled and linked the skill via alexa.amazon.co.uk first, then I added the alexa voice service in the S2 app. After that, I tested that the One worked before setting a Play:1 as preferred speaker for my other Alexa enabled devices.


          @Psykhe try the above, which worked for me yesterday

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