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d2iguy
Contributor I
June 16, 2020
Answered

Alexa voice assist stops working S2

  • June 16, 2020
  • 68 replies
  • 3766 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
    Psykhe
    Lyricist I
    June 23, 2020

    Thats what I was doing. Over alexa.amazon.de, though, because I am from germany.

     

    Tried it yet again over alexa.amazon.co.uk, got redirected to alexa.amazon.de when I added the skill and continued with the whole authorizing from there as usual, but strangely enough it worked this time. 

    Cannot imagine it is because I went to co.uk first, I suspect the server is still a bit unstable. And I will for sure not disable the skill and try adding it again to test it ;)

      PPE44
      Avid Contributor II
      June 23, 2020

      Good news for you. Note I’m french and I use alexa.amazon.fr… It really looks like a big server issue. 

      Agree with you : I’m not ready to desactivate this skill !!

        agarciat
        Lyricist III
        June 23, 2020

        having the same problem here. Anyone with a solution? 

        karlfromkent
        Lyricist II
        June 23, 2020

        @agarciat it started working again for me yesterday:

         

        1. Enable the Sonos skill and do the account linking via the alexa web app first; alexa.amazon.co.uk
        2. Add the alexa voice service in the S2 controller mobile app
        d2iguyAuthor
        Contributor I
        June 23, 2020

        The issues are still persistent here in the U.S. Sonos has been very quiet about the issue or a resolution. A few people here mentioned using the PC software for upgrades and getting the Alexa piece operational. To my knowledge there is no v2.0 version of the PC software available. I am pretty sure Sonos has stopped making the PC and Mac software at this point. Curious where others have found this software.

         

        karlfromkent
        Lyricist II
        June 23, 2020

        @d2iguy there are S2 versions of the controller for OSX I am certain (as I use a Mac) for windows, let me check…

         

        Windows

        Mac

        agarciat
        Lyricist III
        June 23, 2020

        @agarciat it started working again for me yesterday:

         

        1. Enable the Sonos skill and do the account linking via the alexa web app first; alexa.amazon.co.uk
        2. Add the alexa voice service in the S2 controller mobile app

        I am afraid that it does not work. If you have s1 ecosystems and an S2 at the same time under the same account, you are stuck to the S1. It does not matter how you do it  but you will not be able to change it and repoint it to the s2 ecosystem

        karlfromkent
        Lyricist II
        June 23, 2020

        Ah, I see.

        Can you not factory reset your S1 devices then add them to your S2 setup? Or do you have S1 devices that are incompatible with S2?

         

        I am afraid that it does not work. If you have s1 ecosystems and an S2 at the same time under the same account, you are stuck to the S1. It does not matter how you do it  but you will not be able to change it and repoint it to the s2 ecosystem

         

        agarciat
        Lyricist III
        June 23, 2020

        Yes, I have some devices that are not compatible so I have no option but to have the s1 and the s2.  Now something that worked is completely broken and does not talk to each other. Feels like been back to 1995 and  having a mac write  and word perfect document....

        karlfromkent
        Lyricist II
        June 23, 2020

        Urgh.

         

        If you use gmail, maybe you could have two accounts? Gmail doesn't consider the period in an email address, so first.last@gmail.com is the same as  firstlast@gmail.com - I’ve used it to have 2 accounts use the same email address before.

         

        S1 on one sonos account, S2 on the other, both linked to the same Alexa account.

         

        Apologies if you’re not using gmail!

         

        Yes, I have some devices that are not compatible so I have no option but to have the s1 and the s2.  Now something that worked is completely broken and does not talk to each other. Feels like been back to 1995 and  having a mac write  and word perfect document....

         

         

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