Contributor I

Answered

cant sign in to amazon when adding alexa

Forum|Forum|1 year ago
December 4, 2024
9 replies
475 views

In an earlier conversation, Sonos said that fixing this is not a priority which makes this even more frustrating. I have 4-5 Sonos products. Earlier this week Alexa simply stopped working on the Sonos products. I removed Alexa then tried to reinstall it. My app (worst app update ever - people should lose their jobs) tries to restore Alexa but cannot sign into Amazon. Just an endless cycle.

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Best answer by Corry P

Hi @peteclan

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with Alexa on your Sonos system. There are some issues regarding Alexa on Sonos, but they can mostly be worked-around.

Please uninstall the Amazon Shopping app, then try linking Alexa to your Sonos system once more - you should then get taken to the correct page to link the accounts. You can reinstall Amazon Shopping once Alexa setup has been completed.

If you have any issue with commands being followed after adding Alexa, please let me know - we should be able to address those too.

I hope this helps.

Corry PAnswer

Sonos Staff

Hi @peteclan

Welcome to the Sonos Community!

Sorry to hear of this issue you are having with Alexa on your Sonos system. There are some issues regarding Alexa on Sonos, but they can mostly be worked-around.

Please uninstall the Amazon Shopping app, then try linking Alexa to your Sonos system once more - you should then get taken to the correct page to link the accounts. You can reinstall Amazon Shopping once Alexa setup has been completed.

If you have any issue with commands being followed after adding Alexa, please let me know - we should be able to address those too.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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RockhopperJ

Lyricist I

Having struggled to get Amazon music playing again for weeks, removing the Amazon shopping app as suggested here fixed this for me, but why do you need to do this it never used to be an issue before and what stopped Amazon Alex and Music working correctly after many years where it's been just fine?

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peteclanAuthor

Contributor I

@Corry P - this allowed me to link Alexa, but now Alexa is unable to play music. @RockhopperJ is correct. this worked before. Amazon music works on all of my other gear - just not Sonos. I just purchased equipment to replace all of my sonos crap. Anyone want to buy used Sonos gear?

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peteclanAuthor

Contributor I

It is holiday season but I still cannot find a kind word for Sonos. These products used to be good, but the company has no idea what it is doing. Seriously, whoever decided it was time to update the app and the way things work made a huge miscalculation. If hate were people, I would be China.

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RockhopperJ

Lyricist I

@peteclan I’m coming round to the same view my collection of 9x single and paired speaker sets in the various rooms around my home. They all still sound pretty good if a little light on low level bass for my liking (esp the older Play:1’s), but with all these challenges they’ve introduced its making its main feature/purpose to steam music from most sources harder and harder due to low reliability. Now I’ve connected to Amazon Alexa following the above remove the shopping app trick first, I can now play music from Amazon music once again… BUT and really annoyingly… after just 1x single track it stops…cue “Alexa.. play xxxx album” and after the first track… stops… give up routine😡

Worse, Spotify will now randomly stop after several tracks (about 1/3rd of an album), the only thing that works reliably is Sonos Music which I don’t / won’t subscribe to. Feels like they’ve made it so buggy using anything other that a Sonos app is what they’’re trying to squeeze you for? Interestingly if you use the Spotify app and just connect it to a speaker set i.e, not use the Sonos App, I never an issue which I can’t fathom🤷🏼 Using the Amazon Music app, it only ever wants to play to my Amazon Alexa speakers or FireTV, so thats not a fix….

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peteclanAuthor

Contributor I

@RockhopperJ - I found a solution. I bought an Amazon studio. Pretty much just as good as Sonos without having to wrestle with the thing every day. On a positive note, I have a friend who is going to inherit a bunch of Sonos stuff and I will be free of Sonos.

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Dantek

Lyricist I

Thanks! I’ve been struggling with no Alex on my Sonos Beam and One’s for over a week and it’s been driving me mad! I tried everything - resetting the Sonos’, deleting the Sonos skill from Alexa but it just kept failing at the Amazon login. Even tried from an iPhone instead of my usual Android.

The app even hung when I tried to setup my TV remote control to control the Beam volume but that seemed to sort itself out today without me doing anything.

So thanks to this post I then uninstalled my Amazon app and tried to add Alexa again and it worked straight away - opening the web version of the Amazon website rather than the Amazon app and let me log into Amazon ok and added Alexa to all my Sonos’ as before. So I’m guessing there’s an issue between the Sonos and Amazon apps - not sure which has changed and broken it - but I’d expect Sonos to put a fix in quickly - faster than a week or two - and no app updates available today still.

Sonos - get it fixed asap please! Thanks for the workaround though.

Corry P

Sonos Staff

Hi @peteclan

Apologies for the delay - I was on holiday.

Sorry to hear of the continued issue you are having!

Can you play Amazon Music without the use of Alexa? If having trouble with a voice command, it’s always worth checking to see if things work through the app - if they do not, any voice command is also unlikely to work. If you are not able to play, please remove and add the Amazon Music service from your Sonos system to refresh the security tokens that are exchanged between the services and your speakers.

Remove a music service account from Sonos

Add a music service to Sonos

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

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Donegal daisy

Contributor I

Dear Sonos

I removed the amazon shopping app and guess what ? I am still without Alexa as Amazon must have had too much Sherry and just keeps turning … what am I doing even listening to you? ..get your act together and collaborate with Alexa and amazon so that we can use the products and tell Patrick I might move to Bose.! Happy Christmas

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