Sonos One: Gen 2 - Voice Control will not connect

Forum|Forum|7 years ago
April 10, 2019
25 replies
4732 views

Hi,

I recently purchased a Sonos One: Gen 2 to pair with my existing One: Gen 1. I was able to create a stereo pair with the two and they both amazing together. However, I can't get the Alexa voice control to work with the stereo pair or the new Gen 2 speaker. Alexa control was working fine on the Gen 1 speaker and when separating the pair and adding voice control it works fine on the Gen 1 speaker, but doing the same thing on the Gen 2 does not work. It takes me through the process and loads the amazon login page where i enter my credentials and proceeds to load for about 15 seconds and then I keep getting an error message saying to "try again later".

I have tried several solutions from previous forums, of which none have worked. I have tried powering off/on, resetting the controller, removing and adding skill in Alexa app, completely setting up the speakers again, resetting router, using ethernet connection, different device to complete setup (changed from Samsung to iPad). Occasionally when restarting the app i get a message telling me one of my devices maybe unplugged and to check room settings, however, they are all present and functioning.

Any help would be greatly appreciated as i paid $299 for the new speaker and the voice control functionality was a main reason.

Thanks.

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Best answer by Keith N

Hello again everyone. Thanks for following up. Shortly after I posted my reply, just as you all had reported, we recognized a problem with adding Alexa to some Sonos systems. The team is looking into the problem, and I will be happy to keep this thread updated as information becomes available.

Thanks for your patience!

V

vikram33

Contributor I

hey mate, i'm in the same situation.

Purchased a Beam and 2 Sonos One: Gen 2s a couple days ago and can't get voice control to work on any of them...i get to the same stage as you and get the same message. I've also pulled my hair out trying numerous fixes just like you have.

This is apparently an issue on Sonos/Amazon end and they are working on a solution.

Keith N

Sonos Staff

Moderator Note: This issue should now be resolved. If you continue to have any troubles using Alexa, see this troubleshooting guide, and open up a new thread if needed.

At the moment, I am unaware of any known issues regarding Amazon Alexa set up on the Sonos One (Gen 2). Based on the troubleshooting steps you've both already taken, I would recommend getting in touch with our support team directly so they can have a closer look at what is going on in real time.

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

V

vikram33

Contributor I

At the moment, I am unaware of any known issues regarding Amazon Alexa set up on the Sonos One (Gen 2). Based on the troubleshooting steps you've both already taken, I would recommend getting in touch with our support team directly so they can have a closer look at what is going on in real time.

I did contact the AU phone support line and they are the ones that told me they are aware of the issue and would email me when there is an update. They said it was mostly affecting the Beam but could be the reason the Ones are also having issues.

A

AlexReaver

Contributor I

im having the same issue here. just bought a new Sonos One gen 2 and cant seem to get it to connect to alexa. after i click the allow bit it returns an error saying that it had a problem and to try again. Im in Australia too so not sure if thats related.

A

AndrewBrazAuthor

Contributor I

im having the same issue here. just bought a new Sonos One gen 2 and cant seem to get it to connect to alexa. after i click the allow bit it returns an error saying that it had a problem and to try again. Im in Australia too so not sure if thats related.

Like vikram33, I've spoken to Sonos support using the Australian number and they are aware of the problem and are hoping to have it fixed very soon. He mentioned they would update the website to show the error.

A

AlexReaver

Contributor I

im having the same issue here. just bought a new Sonos One gen 2 and cant seem to get it to connect to alexa. after i click the allow bit it returns an error saying that it had a problem and to try again. Im in Australia too so not sure if thats related.

Like vikram33, I've spoken to Sonos support using the Australian number and they are aware of the problem and are hoping to have it fixed very soon. He mentioned they would update the website to show the error.

awesome, hopefully something is done soon. my wife is already giving me questioning looks since our echo was working perfectly. i just wanted something that sounded better 🙂

Keith NAnswer

Sonos Staff

Hello again everyone. Thanks for following up. Shortly after I posted my reply, just as you all had reported, we recognized a problem with adding Alexa to some Sonos systems. The team is looking into the problem, and I will be happy to keep this thread updated as information becomes available.

Thanks for your patience!

Building community is like building a garden. You build the frame, till the ground, plant the seeds, feed the plants & sometimes you gotta pull the weeds.

D

Delbz

Lyricist I

FYI I also have this problem (in Australia too). I contacted support and was asked to try the following ... but it did not work.

Thanks for the diagnostic report. Let's try the following steps:

A)Temporarily hardwire the Kitchen Sonos into your ASUS router.

😎 Some ASUS routers need to have the "Airtime Fairness" setting disabled and IGMP Snooping enabled in order for Sonos to work optimally.

Log into the ASUS.

Once you've logged in, look for the settings under:

Wireless > Professional > Airtime Fairness > Disable.

Turn it off for both the 2.4 and 5Ghz frequencies.

then

Wireless > Professional > IGMP Snooping > Enable

C) Restart the other Sonos players. Pull the power, wait a few seconds, then plug the power back in.

D) Try to add the Alexa services once again.

Please let us know how it goes.

B

b394373

Lyricist II

I too have reported this issue to support and awaiting a fix from them...

I

indy_500

Lyricist II

Hi, same issue here (also in AUS); 2 x Sonos Ones with no Alexa functionality - hope this is fixed soon!