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AC511
Trending Lyricist I
May 23, 2024
Question

arc wont connect to amazon

  • May 23, 2024
  • 33 replies
  • 962 views

When I go to add the voice assistant. Alexa tries to connect to Amazon but won't connect. It allows me to connect to Google. But I need Amazon Alexa because all my music is there.

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    AC511Author
    Trending Lyricist I
    May 23, 2024

    Handled? How so?

    Xxxxx
    Corry P
    Corry P
    Sonos Staff
    May 23, 2024

    Hi @AC511 

    “Handled” may have been a bad choice of words - your diagnostics were passed over to a colleague for investigation. 

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    LJG777
    May 25, 2024

    Hi @AC511 

    Welcome to the Sonos Community!

    Thanks for reporting this issue with adding Alexa. We are unable to reproduce this issue in our own testing - could you please re-attempt to add Alexa to your system, then when it fails, immediately submit a support diagnostic? Please don’t post the given numbers here on the forum, however - instead, please DM them to me, letting me know you were trying to add Alexa. Thank you for your assistance in this matter.

    This is what I was told by support 

     

    From Sonos Support 

     

    The current Alexa issue is known at the moment due to the time and date not yet being fully integrated in the new Sonos app.

     

    For more information on the missing added feature being added back in the new Sonos app, please check this link: https://en.community.sonos.com/controllers-and-music-services-228995/the-new-sonos-app-and-future-feature-updates-6892942


    The issue isn’t in the list though despite asking for it to be added  

     

    AC511Author
    Trending Lyricist I
    May 25, 2024

    So basically you are aware of the issue and have no immediate plans to remedy it and I have an  $800 speaker that won't allow the voice assistant that works with my entire lineup of all my Sonos products.

    Why am I told you are aware with no date of remedy? 

    I know you are the middleman and I'm sorry you get all the complaints, but this is really a deal breaker for me to ever consider any new products. Sonos does not put their customers first. 

    Xxxxx
    LJG777
    May 25, 2024

    So basically you are aware of the issue and have no immediate plans to remedy it and I have an  $800 speaker that won't allow the voice assistant that works with my entire lineup of all my Sonos products.

    Why am I told you are aware with no date of remedy? 

    I know you are the middleman and I'm sorry you get all the complaints, but this is really a deal breaker for me to ever consider any new products. Sonos does not put their customers first. 

    FYI -  don’t work for Sonos. I’m a user. I just copy pasted what they told me. 
    Email the CEO. 
    ceo@sonos.com

    AC511Author
    Trending Lyricist I
    May 26, 2024

    I w done this already once. But I'll do it again. Basically I'm back to where I was when I first launched the complaint. So frustrating.

    Xxxxx
    LJG777
    May 26, 2024

    Hi @AC511 

    Welcome to the Sonos Community!

    Thanks for reporting this issue with adding Alexa. We are unable to reproduce this issue in our own testing - could you please re-attempt to add Alexa to your system, then when it fails, immediately submit a support diagnostic? Please don’t post the given numbers here on the forum, however - instead, please DM them to me, letting me know you were trying to add Alexa. Thank you for your assistance in this matter.

    Hi Corry

    I’m confused. I raised this issue to support four days ago and was told you knew what was causing the issue ( ie that the date and time needed to be added to the app). Are you saying that isn’t the case after all?? Or you tried that fix and it didn’t work?? 

    LJG777
    May 26, 2024

    Hi @AC511 

    Welcome to the Sonos Community!

    Thanks for reporting this issue with adding Alexa. We are unable to reproduce this issue in our own testing - could you please re-attempt to add Alexa to your system, then when it fails, immediately submit a support diagnostic? Please don’t post the given numbers here on the forum, however - instead, please DM them to me, letting me know you were trying to add Alexa. Thank you for your assistance in this matter.

    Hi ​​​​​​@Corry P 

    I’m confused. I raised this issue to support four days ago and was told you knew what was causing the issue ( ie that the date and time needed to be added to the app). Are you saying that isn’t the case after all?? Or you tried that fix and it didn’t work?? 

     

    AC511Author
    Trending Lyricist I
    May 26, 2024

    Date and time to which app? And if so provide instructions. Or better yet give me a link to the old app.

    I'm not an idiot. I've been given no clear instructions.

    Xxxxx
    LJG777
    May 26, 2024

    Date and time to which app? And if so provide instructions. Or better yet give me a link to the old app.

    I'm not an idiot. I've been given no clear instructions.

    Again. I am not Sonos Support and I was talking to Corry. 
    I was advised the fix is that THEY need to update the date and time in the Sonos app. We can’t do it. So it will have to be part of a release. If that is still the fix. Back to Corry. 

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