Local Superstar

"Sorry, something went wrong" response from ERA-100 using Alexa voice service

Forum|Forum|2 years ago
December 19, 2023
68 replies
2267 views

Over the past couple or months or so, I have been experiencing a response along the lines “Sorry, something went wrong” from an ERA-100 device in bedroom, with the first command. The second command works fine. I have a ticket open with Sonos Support, unfortunately, they are just asking me to restart devices, re-install skill, move devices, change WiFi channels etc, and not looking at the diagnostics I have been sending them.

I have found out today, that others may be experiencing similar issues, here is an example:

https://www.reddit.com/r/sonos/comments/18bgxhx/long_time_user_with_a_new_problem_alexa/

I also see this thread, that maybe related:

https://www.reddit.com/r/sonos/comments/170fit6/fyi_alexa_still_doesnt_work_properly_on_era_100/

Which suggests Sonos are aware of the issue?

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

C

craigskiAuthor

Local Superstar

Hi @cr

Thanks for your post!

I recommend you get in touch with our technical support team who have tools at their disposal that will allow them to give you advice specific to your Sonos system and what it reports.

I hope this helps.

@Corry P Is the the @ mention meant for me?

I have a case open with Sonos Support already, since November. Unfortunately they have not been able to identify any cause from the multiple diagnostics I have sent, with detailed step by step commands to reproduce.

Maybe @RLB can create a diagnostic a few minutes after the issue, and the cases can be linked for a senior support agent to review?

My current thoughts it could be specific when there are multiple different Alexa enabled devices in a household, Sonos and Amazon devices.

Moderator Note: Removed case number as private information. Modified in accordance with the Community Code of Conduct.

C

craigskiAuthor

Local Superstar

I’m curious - why is a Sonos support case number considered ‘private’ but a Sonos diagnostic isn’t?

Corry P

Sonos Staff

Hi @craigski

@Corry P Is the the @ mention meant for me?

Yes, sorry. I guess I wasn’t paying attention.

I have a case open with Sonos Support already, since November. Unfortunately they have not been able to identify any cause from the multiple diagnostics I have sent, with detailed step by step commands to reproduce.

Maybe @RLB can create a diagnostic a few minutes after the issue, and the cases can be linked for a senior support agent to review?

There isn’t a way to connect cases of different users, but I do suggest you get back in touch - if L1 agents are unable to solve the issue, they will escalate your case to L2.

My current thoughts it could be specific when there are multiple different Alexa enabled devices in a household, Sonos and Amazon devices.

I don’t see this as being the likely issue. Sometimes, the tokens that get exchanged between a speaker, the voice assistant service it uses and the music service being requested can get corrupted. The fix is to remove all instances of Alexa from Sonos, disable the Sonos Skill in the Alexa app and to deregister Sonos devices from the Amazon account, then add Alexa back to the Sonos system. I recommend contacting our support team for guidance through this process, but if you are comfortable with both apps, it shouldn’t prove too difficult.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

Corry P

Sonos Staff

Hi @craigski

A case number can be used as one point of identification when calling in, whereas a diagnostic, although it can be used in the same way, typically is not (diagnostic numbers are generally asked for after the customer has been identified).

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

C

craigskiAuthor

Local Superstar

@Corry P If you read the first comment, you will see I have already opened a case, they have multiple diagnostics of the issue occurring and the steps I followed to reproduce 😀

Alexa has been removed and re-added, and reported bask to Sonos support. These are the steps I followed about 3 weeks ago, on instruction from Sonos Support:

1. Open the Alexa app on your iOS or Android device.
2. Tap on the More menu in the bottom right.
3. Tap on Skills & Games > Your Skills > Sonos > Disable Skill
4. Deregister your Sonos speaker from Alexa by following the instructions on Amazon's website: Deregistering a device
5. Disable Voice Control in the Sonos app. From the Settings tab, tap Services & Voice and select Amazon Alexa under voice. Select the voice-enabled product from the list of Sonos Products, and tap Remove Alexa.
6. Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app, and Amazon.com in your mobile browser. This ensures Alexa uses the correct Amazon account.
7. Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
8. Once completed, try giving Alexa another command. For more information, please click here

Further diagnostics sent back after completing the above with issue still happening.

There is no issue with music service, or Alexa on Sonos when used to ‘stop’ the music services.

The issue is the first command that requires some processing on Amazon servers, such as ‘what is the temperature’.

I am seeing same symptoms as a few on Reddit as per the links, and it seems @RLB.

As this issue is happening to a few others, I thought useful to try and link them up some how. One of the common scenarios is multiple different generation Alexa devices both Sonos and Amazon in the home.

HTH!

Corry P

Sonos Staff

Hi @craigski

You’ve tried already then, okay. Given the nature of the issue, I can only recommend you get back in touch so that your case can be escalated to a higher level.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein

N

njones02

Lyricist I

Hello! I just wanted to jump in here to say that im having the exact same issue as @craigski and @RLB .

I have gone through all of the troubleshooting steps here and while disabling/re-enabling the skill seems to work for a bit, anytime Alexa is not used for a while it reverts back to the “sorry something went wrong” error.

I am experiencing this issue on a Sonos One and although I now have an Echo Pop that I just connected this week, I was experiencing this issue before that when my Sonos One was my only smart speaker on the house.

I’m going to file a ticket with support as I haven’t done that yet, but I’m following along on this thread. Thanks!

R

Ready AF

Avid Contributor I

I also have the same issue.

Airgetlam

So, what happened when you got in touch with Sonos Support , as suggested by the Sonos Rep above?

Bruce

C

craigskiAuthor

Local Superstar

Today ticket has now been escalated in Sonos, originally reported in November.

The intermittent ‘Sorry, something went wrong’ issue has now morphed into/masked by the wake up issue discussed on the other thread:

I am not sure if they are somehow related, and the wake up issue seemed to have started after I followed the steps advised by Sonos to remove/readd Alexa posted earlier in this thread.

Show more replies

Sign up

Login to the community