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
7973 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.

Show previous replies

Schlumpf

Virtuoso

@Ken_Griffiths

I totally agree… but sometimes it seems to be a lottery how professional support staff works. In your case you were lucky…
But that‘s the same overall where humans are working. 😉

And imho most users here agree that it takes its time and also their help to investigate this. But on the other hand users also expect professional work and communication on supports side.

And I really can’t understand why the Sonos mods were answering most threads after new years day but seem to be avoiding any comments to this issue. 😉

As I said before… sometimes if you are running into problems it just helps if someone from staff says „Yes, we heard you!“.
It not just a matter of hard facts… it’s also one of how it feels.
just my 2 cents

Ralf

D

drbabbersAuthor

Contributor I

This is my 1st experience with Sonos kit and support so I’m also very disappointed. :/

So what did Sonos Support say to you when you got in touch with them, with your diagnostic report?

They said my network was busy and to get in touch with Amazon.

C

craigski

Local Superstar

And I really can’t understand why the Sonos mods were answering most threads after new years day but seem to be avoiding any comments to this issue. 😉

We have a saying here in the UK ‘No news is good news’, and also ‘Good things will come to those who wait’

Just my 2 pence 😀

Schlumpf

Virtuoso

And I really can’t understand why the Sonos mods were answering most threads after new years day but seem to be avoiding any comments to this issue. 😉

We have a saying here in the UK ‘No news is good news’, and also ‘Good things will come to those who wait’

Just my 2 pence 😀

Ok… so I cross my fingers and let’s say „just sit and wait“. 😉

Ralf

J

Jasperdekruiff

Lyricist II

Hey everyone, I just wanted to point out I'm having the exact same issue described in this thread on my Era 100 here in Germany. I also just received a brand new unit from Sonos support and it is exhibiting the same behaviour. Very frustrating for a smart speaker, but good to see I'm not alone in this issue. I will talk to support again and link to this thread, hopefully this'll help to escalate things.

J

Jasperdekruiff

Lyricist II

For what it's worth, German support just confirmed to me that the issue is known and that they're working on a solution together with Amazon. This might take a while though, since they need to pinpoint the problem first. Hope this helps nonetheless!

R

RichTea

Lyricist III

Thanks for the update @Jasperdekruiff 👍

H

Hirsel

Lyricist III

Hey guys,

I also had two calls with support. First one was classic first level but ran me through the usual debug stuff which of course did not fix the problem. The second person seems to me aware of the issue from the get go and knowing something about ITIL process, every formal ticket against a known problem helps to get things moving.

So I think Sonos is by now aware :)

Also I really do not envy the Devs fixing this, random occuring issues especially in a inter vendor scenario are really not something you do easily.

Cheers,

Matt

R

RichTea

Lyricist III

@Hirsel I’m swaying on the optimistic side of a fix being relatively quick.

Working in development myself, and based on the things we know currently:

It’s only an issue on specific hardware: Era 100
It wasn’t always an issue and has only started recently (1-2 months max for me)

Back tracking any firmware changes would be the first start; though the tricky part is if Sonos cant replicate the issue themselves, but hopefully we can help if needed as early BETA testers!

S

Scott_S

Lyricist I

I got my Era100 the other day, “upgraded” from an old Play5 (gradually getting everything onto S2), and immediately ran into this issue. Have reported to support and submitted my diagnostics. It has been passed to development.

Hopefully another voice added will help.

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