Contributor I

Answered

Alexa voice assist stops working S2

Forum|Forum|6 years ago
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!

Show previous replies

L

Lv33

Lyricist III

Okay, I rebooted the router, reset my Sonos to factory settings, reset the Sonos app, deleted everything from the Alexa app and readded it.

I can’t control any of my smart home devices and I’m not able to use Alexa to play anything from Spotify. I’m only able to use the Sonos app to play music on my Sonos One.

Okay, it’s never a good idea to reset your Sonos device but… Have you Enabled the Sonos skill in the Alexa App? If you open the Sonos App>Settings>Voice & Services>Amazon Alexa do you see your Sonos One Enabled?

I have. It shows as enabled and the device appears as a speaker in the Alexa app.

UKMedia

Is the small white round light still shown on the top of the Sonos One (Just touch the Mic symbol to check - it will toggle on and off)

Remember: Sometimes Red Wine helps :)

L

Lv33

Lyricist III

Is the small white round light still shown on the top of the Sonos One (Just touch the Mic symbol to check - it will toggle on and off)

Yes it is. The response is either “sorry I didn’t find a device named ___” or “sorry there was a problem.”

UKMedia

Can you power off and on your Sonos One and then ask 'Alexa, discover devices.'

Remember: Sometimes Red Wine helps :)

L

Lv33

Lyricist III

Can you power off and on your Sonos One and then ask 'Alexa, discover devices.'

“I couldn’t find any new smart home devices. Please enable the smart home skill in the Alexa app.”

The skill for my Honeywell thermostat is enabled in my app. If I ask my echo spot to change the temperature, it works. But not if I ask my Sonos. 😩

UKMedia

Can you power off and on your Sonos One and then ask 'Alexa, discover devices.'

“I couldn’t find any new smart home devices. Please enable the smart home skill in the Alexa app.”

The skill for my Honeywell thermostat is enabled in my app. If I ask my echo spot to change the temperature, it works. But not if I ask my Sonos. 😩

Can you submit a diagnostic and post the number in this thread?

Remember: Sometimes Red Wine helps :)

L

Lv33

Lyricist III

Can you power off and on your Sonos One and then ask 'Alexa, discover devices.'

“I couldn’t find any new smart home devices. Please enable the smart home skill in the Alexa app.”

The skill for my Honeywell thermostat is enabled in my app. If I ask my echo spot to change the temperature, it works. But not if I ask my Sonos. 😩

Can you submit a diagnostic and post the number in this thread?

770158180 Is the number.

T

TonyBA

Lyricist I

I’ve been having same issue since upgrading to S2. I initially disabled and re-enabled and couldn’t link. Tried again this time retyping Sonos email and password (not allowing iPhone to auto fill) this worked and now linked ok. Still can’t get Alexa to work tho. Says sorry “kitchen is offline”

any clues?

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