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Daniele61
Contributor I
Nov 21, 2021 8:38 PM UTC

No way to have alexa play any music

Standard configuration. One with Alexa and SL coupled. Any time I try to play music with alexa the answare is the same, device is offline. I can play any music with sonos app.

Anyone can help me ?

Thanks

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7 replies

GuitarSuperstar
Lead Maestro
Nov 22, 2021 2:01 AM UTC

Is it only when you ask to play music or does it happen with any Alexa command?

Try unplugging both speakers from power for a couple of minutes and reboot your router. You can also try disabling and re-enabling the Sonos skill in the Alexa app.

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"Receive with simplicity everything that happens to you." - Rashi
bockersjv
bockersjv
Local Superstar
Nov 22, 2021 10:45 AM UTC

This happened to me over a year ago.

 

The trick is to disable the Sonos skill and re-enable it, BUT DO THIS ON THIER WEB PAGE not via the iOS or Android app.

 

 

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Daniele61Author
Contributor I
Nov 22, 2021 6:27 PM UTC

No way brothers, the same story, “sorry, your device has just been disconnectet”….

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Daniele61Author
Contributor I
Nov 22, 2021 8:55 PM UTC

An this is the alexa display

 

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GuitarSuperstar
Lead Maestro
Nov 22, 2021 9:07 PM UTC

Are the One and One SL paired as a stereo pair? If you unpair them, do you still have the same problem with the One?

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"Receive with simplicity everything that happens to you." - Rashi
Daniele61Author
Contributor I
Nov 23, 2021 5:36 PM UTC

Are the One and One SL paired as a stereo pair? If you unpair them, do you still have the same problem with the One?

Yes

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Craig L
Craig L
Sonos Staff
Nov 26, 2021 2:10 PM UTC

Hi @Daniele61 , welcome to the Community!

 

Sorry to hear about this issue, I would recommend if you have not done so already to run through the troubleshooting steps located in this FAQ: Alexa commands not working on Sonos

 

If this has been tried with no improvement I would suggest contacting our technical support team who will be able to take a closer look to help resolve your issue.

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