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Nico Sener
Contributor I
May 15, 2024
Question

cant sign in to amazon when adding alexa

  • May 15, 2024
  • 144 replies
  • 19629 views

In the new app, I go all the way until it says signing in to Amazon. It stays there eternally. Tried everything. Deleted data, cache, restarted system, factory settings, etc. I can't pass that step to add Amazon Alexa to my speakers. 

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    RustyPane
    Contributor I
    May 22, 2024

    So, I was told by customer support after hours of trouble shooting last week that this week's update would fix the issue, and it hasn't.

    The fact it's working on IOS makes me think that perhaps SONOS think the phone we've bought is more important to the service we receive than the audio equipment we bought. 😡 

      Swils004
      Lyricist II
      May 22, 2024

      Same problem. Worked 1.5 weeks ago, not now. I have tried everything. Nothing works. Android

        lmcgrath88
        Lyricist II
        May 23, 2024

        At least we are all in the same boat and we know it requires an app update to fix. Hopefully the more attention on this post the quicker the devs will get a fix out.

          Corry P
          Corry P
          Sonos Staff
          May 23, 2024

          Hi @Nico Sener et al

          Thanks for reporting this issue with adding Alexa. We are unable to reproduce this issue in our own testing - could some of 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.

          "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
            Pitts
            Lyricist I
            May 23, 2024

            I just submitted the diagnostics, I have the same issue as everyone else, once you try and add Alexa as the voice control, it pops a new screen  that says “Signing into Amazon” and never updates or completes. This happens no matter what, after power off, factory reset, with the Sonos skill enabled/disabled in the Alexa app, and with the Sonos Voice Control enabled or disabled.

              Corry P
              Corry P
              Sonos Staff
              May 23, 2024

              Hi @Pitts 

              Thanks for the diagnostics - although I have removed your post where you gave me them (they are identifying info), I have passed it along to my colleague.

              "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
                Pitts
                Lyricist I
                May 23, 2024

                Thank you. 

                  Swils004
                  Lyricist II
                  May 23, 2024

                  Should note, I believe it's app issue with android devices

                    Chasloyal
                    Chasloyal
                    Lyricist III
                    May 23, 2024

                    update: it worked from an iphone, but does not work on android (samsung). clearly it is an app issue

                     

                    Thank you so much for the tip mate, I am so glad I came in here to have a nosey.

                    As we switched ISP’s literally the same time as I downloaded the new app I started blaming the EE Smart Hub Plus 🙄 all the more so after I noticed the Boost had stopped working which turns out is also related to the new firmware being buggy as hell.

                    At least we’ve got Alexa on our pair of Era 100’s in the kitchen again courtesy of your post, top banana 👍🏻

                    WATP
                    AtomAton
                    Lyricist I
                    May 23, 2024

                    Similar issue. Alexa works on my One but stopped working on the Beam and now when I try to add Alexa through the Sonos app (Android) it gets stuck on “Signing in to Amazon”. Any fixes coming? It won’t let me deregister through the Alexa app either. Anyone tried a factory reset or is it an app thing?

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