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AndrewBraz
Contributor I
April 10, 2019
Answered

Sonos One: Gen 2 - Voice Control will not connect

  • 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!

    25 replies

    Show previous replies
    Jrbpg
    Lyricist I
    May 29, 2019
    When I had my play 1 and echo dot all of this worked perfectly with Alexa. Had all my triggers and automations perfectly set up and working. I am going to demand a refund or exchange with Sonos as this is absurd that so many people are experiencing bugs. If sonos couldn’t integrate the echo / Alexa functionality perfectly and test it prior to release, why even do it? I feel extremely let down especially after recommending sonos to so many people over the years.
    Rick2i2i
    Lyricist I
    November 24, 2019

    I just bought a third Sonos One.  The first two are Gen 1, this one is Gen 2.  Can’t get the microphone button to work, returned it and got another, still the same problem.  Tap the button and nothing.  Anyone know anything?

    dnwhite13
    Lyricist I
    December 5, 2019

    Phone support at Sonos told me that the voice control would be disabled on my Sonos One if I used it as part of a surround sound setup. The thought was so outlandish that I just couldn’t believe it...but after weeks of frustration and no voice control, I guess I must believe it. Phone support is awful. So loud with all the other operators in the background that you can’t hear anything.

    Now they tell me to go to the “Community” for answers? No responsibility for an extremely expensive product. The names Sonos and Alexa are starting to turn my stomach.

    Can someone please tell me if I can use surround sound and actually get Alexa to play music for me?

    jgatie
    jgatie
    December 5, 2019

    Phone support at Sonos told me that the voice control would be disabled on my Sonos One if I used it as part of a surround sound setup. The thought was so outlandish that I just couldn’t believe it...but after weeks of frustration and no voice control, I guess I must believe it. Phone support is awful. So loud with all the other operators in the background that you can’t hear anything.

    Now they tell me to go to the “Community” for answers? No responsibility for an extremely expensive product. The names Sonos and Alexa are starting to turn my stomach.

    Can someone please tell me if I can use surround sound and actually get Alexa to play music for me?

     

    Voice control is only disabled on surrounds when using a Beam.  If you are using a Beam go to Settings, Services, Alexa and make sure the Beam is listed.

    dnwhite13
    Lyricist I
    December 5, 2019

    Ok, thanks. Finally an answer. It would have saved a lot of aggrevation if Sonos "Support" could have provided that answer.

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