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samsaints
Trending Lyricist I
March 15, 2024
Answered

Sonos One saying it is offline and unable to use voice control

  • March 15, 2024
  • 67 replies
  • 3899 views

Hi all,

 

I have been digging into the forums here and on the web in general, and cant find a solution to this.  My Sonos One stopped responding to voice commands today.  I have tried all solutions that I could find, including deregistering & re-registering, unplugging,  rebooting my router, standing on my head while facing east…  well you get the idea.  Can anyone please help??? 

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    Best answer by Corry P

    Hi @samsaints et al

    We have released an update for S1 that we believe addresses this issue. Please check your system for updates and test. If you continue to see this issue after updating, we recommend you get in touch with our technical support team for assistance.

    Thank you for your patience

    67 replies

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    blacknick
    Lyricist III
    March 15, 2024

    I’m having the exact same issue with all of my Sonos One devices.  Started yesterday and I’ve tried everything you say you have, with no success.  Extremely frustrating.  If I switch them to using the Google Voice Assistant then it works fine, so it appears to be an Alexa integration problem.  I upgraded the Sonos firmware yesterday so I suspect that did something to break it.  Did you also update your firmware recently?  I hope we can get some support from Sonos to get this resolved!

    If you need Sonos Support, then it maybe best to reproduce the issue and then immediately submit a Sonos system diagnostic report from within the Sonos App, note it’s reference and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can perhaps suggest to resolve the matter.

    Thanks, I am doing that

      Ken_Griffiths
      Ken_Griffiths
      March 15, 2024

      The Sonos services status page seems to say everything is working okay at the moment. See here…

      https://status.sonos.com

      blacknick
      Lyricist III
      March 15, 2024

      This is the answer I just got from Support.  So….it does sound like the firmware update yesterday on S1 broke the Alexa integration and it will be down until a new update is released…

       

      “From what I can see on my end, the system is running on the S1 firmware. At the moment there is an issue with Alexa on S1 that the Sonos team is investigating and they are working on a fix.”

      “A fix should be released within a future update. I can provide you a link to the release notes to keep track of any updates that will resolve the issue:”

        blacknick
        Lyricist III
        March 15, 2024

        The Sonos services status page seems to say everything is working okay at the moment. See here…

        https://status.sonos.com

        I asked support why this says its operational even though there is a known issue:

        “That link is for outages only. As the issue is not an outage, it is not displayed there.”

          Ken_Griffiths
          Ken_Griffiths
          March 15, 2024

          Ah well that explains why my Sonos One Alexa is working then, as I’m using the device on an S2 setup here.👍

            samsaintsAuthor
            Trending Lyricist I
            March 15, 2024

            Blacknick, Can you post the link to release notes so I can use it to resolve the issue as well, or will it resolve itself as I have mine set to auto update?

            samsaintsAuthor
            Trending Lyricist I
            March 15, 2024

            Auto update on the speaker(even though it hasn’t been able to do this for sometime, but obviously did overnight last night! )

            blacknick
            Lyricist III
            March 15, 2024

            Blacknick, Can you post the link to release notes so I can use it to resolve the issue as well, or will it resolve itself as I have mine set to auto update?

            Well... They sent me the link to the release notes but they were S2 release notes so I asked for the link to the S1 release notes and was told that they don't have them…

             

            samsaintsAuthor
            Trending Lyricist I
            March 15, 2024

            Hmmm…  well thats it for now then.  I’ll see things with a bit more clarity and patience in the morning.  Goodnight and thanks for the help.

              keith_13
              Avid Contributor I
              March 15, 2024

              I’m informed known problem introduced 17 hours ago by SONOS … engineers working a fix … don’t upgrade S1 systems to Version: 11.14 (build 572150280) or you’ll get the problem.

               

              Now who is going to wake me up in the morning ..no ALEXA won’t :)

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