Avid Contributor III

Answered

Sonos with Alexa. Device Settings showing Red Banner 'Device Offline' with stale address

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I’ve been fighting this for days. Any thoughts appreciated.

I have 2 places with Sonos groups, 1 of which was a move from Location A to Location B
Separate Alexa accounts for each group to accommodate the Alexa commands to the Specific Sonos devices for that location

2 interesting findings.

#1. The Sonos devices are listed 2x, once as the Alexa device, and once as the Sonos device. Attachment 1

#2. I cannot get rid of the Red Banner at the top of the Sonos Devices, AND the address is an old Amazon Alexa address, my earlier location. Attachment 2

Troubleshooting:

I have deregistered on the Alexa app
Deregistered on the Amazon Store (Devices List)
The old address doesnt exist anywhere
Removed and reenabled Skill (Sonos)
Rebooted device, router
Contacted Amazon and Sonos support.

I can’t figure it out. Any help would be appreciated.

Attachment 2

SmiljaAnswer

@heynowjerry, You're welcome. 🙂

It’s probably best to contact Sonos Support directly for further assistance.

https://support.sonos.com/contact-global

»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

Smilja

@heynowjerry, Try this:

Verify Your Sonos Account Details: Log in at login.sonos.com and double-check that your country and physical address are correctly updated in your profile
Remove Alexa in the Sonos App: Open the Sonos app, navigate to Settings > Services & Voice, select Amazon Alexa, and remove the voice service for all authorized components
Log Out of ALL Amazon Mobile Apps: On your mobile device, log out of all Amazon-related apps (Alexa app, Amazon Music, Audible etc.). Further temporarily uninstall the Amazon Shopping app
Clean Up Your Amazon Device List: Log into your Amazon account in a web browser, go to Content & Devices > Devices, and deregister any remaining or duplicate Sonos entries
Set Up Alexa from Scratch: Reboot your mobile device, open the Sonos app, go back to Services & Voice, and re-add Amazon Alexa

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»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

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heynowjerryAuthor

Avid Contributor III

Thank you Smija.

I performed all the steps. Interesting find.

Although I deregistered all 8 devices in Alexa (4 that showed above in Attachment 1 as ‘Vegas’s xyz’ and it’s Bar or Great Room entry, when I opened Alexa to ‘Set Up from Scratch, the first 4 items were already there.

Bar

Bedroom

Great Room

Move

When I added the first device (Bar) through SONOS app, the Alexa app shows the new entry ‘Vegas’s Sonos Era 100’ after about 15 second.

Unfortunately the Bar Entry still shows an old address and the Red banner.

:(

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Smilja

Does deregistering them in the Alexa app as well resolve the issue?

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»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

SmiljaAnswer

@heynowjerry, You're welcome. 🙂

It’s probably best to contact Sonos Support directly for further assistance.

https://support.sonos.com/contact-global

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»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

Smilja

P.S. Make sure to delete any Sonos speaker groups in the Alexa app as well, if you haven't already.

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»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

H

heynowjerryAuthor

Avid Contributor III

Thanks however no luck. Both Sonos and Alexa support pointed me to the other so I will live with this defect. It’s amazing that the old actress doesn’t exist anywhere however it’s sitting in some database that it’s referenced.

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buzz

Grand Maestro

At some point did you uninstall and reinstall the SONOS controller? It may be caching something.

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Smilja

@heynowjerry, Just to make sure: Alexa is authorized directly on Sonos components, and you're not controlling the system through Amazon Echo devices? If you are, do they have Alexa+ running? Sonos isn't able to handle that yet.

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»And the world is like an apple whirling silently in space, Like the circles that you find in the windmills of your mind.« (›Windmills Of Your Mind‹ [1967]. Music by Michel Legrand ; English lyrics written by Alan & Marilyn Bergman)

bockersjv

Local Superstar

It was a long time ago but I remember having similar issues. I remember the only way to resolve was to use the Alexa web page an not the APP to resolve. There is a post somewhere on this forum.

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heynowjerryAuthor

Avid Contributor III

Good call. Although funny that the Sonos devices arent’ showing up on the Alexa.amazon.com page. Interesting. Everything else is there…

Thanks

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bockersjv

Local Superstar

Found it. It may help!!!

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heynowjerryAuthor

Avid Contributor III

Yep, I've gone through all the troubleshooting.

Removing accounts, skill bouncing, closing apps, rebooting, router, you name it..

2 key frustrations. The old address for Device Location, and the Red banner.

Fortunately, the system is working now, although it took a day to regulate on one device. I feel there is a complete zero-boot type of action, although I can’t find it..

Thanks again.

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MoPac

Headliner III

My Sonos devices have shown “Off Line” from day one. If I want to group Echo speakers with other brand speakers I use WiiM.

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