Hi there!Treated ourselves to a new Sonos Era 100 for Xmas and have been experiencing a frustrating issue with Alexa Voice Assistant as follows:Issue the wake up call ‘Alexa...’ and intermittently she will function as expected Every now and then she wakes up, performs the task all OK However randomly she will not let me respond and instead returns to the resting state I can’t replicate this behaviour using the Sonos Voice Control only with the Alexa Voice Assistant, so can only assume this issue is specific to Alexa & Sonos and is not a hardware issue..Also to confirm I have Amazon Echo products in the house working 100% fine with Alexa.I have a video recording of the issue here:Any ideas please?

Contributor I

Answered

Intermittent Alexa Voice Assistant.. Sonos Voice Control all OK!

Forum|Forum|2 years ago
December 26, 2023
151 replies
7972 views

Hi there!

Treated ourselves to a new Sonos Era 100 for Xmas and have been experiencing a frustrating issue with Alexa Voice Assistant as follows:

Issue the wake up call ‘Alexa...’ and intermittently she will function as expected
Every now and then she wakes up, performs the task all OK
However randomly she will not let me respond and instead returns to the resting state
I can’t replicate this behaviour using the Sonos Voice Control only with the Alexa Voice Assistant, so can only assume this issue is specific to Alexa & Sonos and is not a hardware issue..

Also to confirm I have Amazon Echo products in the house working 100% fine with Alexa.

I have a video recording of the issue here:

Any ideas please?

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Best answer by Corry P

Hi @drbabbers et al

We now consider this issue resolved. If you continue to see this issue, we recommend you ensure your Sonos system is up-to-date, and if so, to get in touch with our technical support team for assistance.

We thank you for your patience.

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cagil

Lyricist II

I went through Support today, we confirmed that it is Software bug since Sonos Voice Control works fine and Alexa does not.

Everyone please keep reaching out to Support, and offer your diagnosis code even if they do not ask for it. Lets escalate this for a fix, as support even mentioned they care more about the cases apart from the Forum posts!

Schlumpf

Virtuoso

Would be nice if someone from Sonos community staff just says „Hello… we are aware of this now and reports it to the teams.“ 😉

Ralf

Ken_Griffiths

Would be nice if someone from Sonos community staff just says „Hello… we are aware of this now and reports it to the teams.“ 😉

I would hazard a guess that Sonos are perhaps still gathering any available data at this very early stage, to try discover where the issues may lie. It might perhaps be on the Amazon Alexa side of things for example and so they may need the data to pass onto them. It’s probably best to report the issue to Sonos via this link:

https://support.sonos.com/s/contact

… together with any diagnostic (and often helpful video) information too.

Ken_Griffiths

FWIW. I have reported this issue to Jose S. at Sonos Customer Support too with my diagnostic information and made reference back to this thread. It’s clear the matter is still very much under investigation and ongoing. In my own case the issue is intermittent.

Schlumpf

Virtuoso

Sure… if you are familiar with Sonos support work you know that things get in movement behind the curtain. But I just wanted to say that for all the rest of users it would be a nice sign of recognition if a Sonos mod leafs a short statement.

Ralf

C

cagil

Lyricist II

Sure… if you are familiar with Sonos support work you know that things get in movement behind the curtain. But I just wanted to say that for all the rest of users it would be a nice sign of recognition if a Sonos mod leafs a short statement.

I honestly agree, I think we should even be given a status update on this, I’d like to know if its being taken care or not so I know if I will be returning my devices or keep them because a fix is on the way.

W

Wilyhnch

Lyricist I

Hi, I have exactly the same issue :/ ( France )

R

RichTea

Lyricist III

@drbabbers I’m happy (and sad) to say I have the exact same issue with my Era 100!

I have just been through the entire process with Sonos: tech support, multiple emails, and have just received a brand new unit (less than 5 hours ago from UPS) to replace the ‘faulty’ unit.

After setting it up, and adding Alexa: Boom - the exact same issue.

I have just emailed support again to let them know and see what the next steps are.

D

drbabbersAuthor

Contributor I

Sorry to hear that! I hope this issue gets resolved for everyone. In the mean time mine went back to the retailer and am due a refund. I’m still shocked at the timing and general awareness of this issue prior to my post..

Schlumpf

Virtuoso

I‘m not surprised that a new device has the same problem. If so many people suddenly run into the same problem that didn’t exist before on their devices, it’s not likely a hardware issue.

Ralf

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