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?

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Corry P

Sonos Staff

Hi @craigski

Your positive feeling does help, thank you. 😀

Yeah, sorry I couldn’t be more concrete! (I can’t tell if you were being sarcastic or not 😁)

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

J

JP55

Lyricist I

Same exact issue here on my Sonos One. First Alexa gets “sorry something went wrong”, second ask and Alexa works fine. EVERY TIME!

Ken_Griffiths

Same exact issue here on my Sonos One. First Alexa gets “sorry something went wrong”, second ask and Alexa works fine. EVERY TIME!

I’m not (yet) personally convinced that this is the same issue as Alexa intermittently not listening on the Era 100 because this has been reported in the past as quite a well known issue, even with Amazons own Echo devices and is often caused by a temporary loss to Amazon servers.

It can be caused by the router sleeping or powering down overnight, or some network power-saving in general. This link explains the issue in far more detail…

https://www.funktionalhome.com/alexa-sorry-something-went-wrong/

Mr. T

Same exact issue here on my Sonos One. First Alexa gets “sorry something went wrong”, second ask and Alexa works fine. EVERY TIME!

I’m not (yet) personally convinced that this is the same issue as Alexa intermittently not listening on the Era 100 because this has been reported in the past as quite a well known issue, even with Amazons own Echo devices and is often caused by a temporary loss to Amazon servers.

It can be caused by the router sleeping or powering down overnight, or some network power-saving in general. This link explains the issue in far more detail…

https://www.funktionalhome.com/alexa-sorry-something-went-wrong/

I’m not convinced that the current “sorry something went wrong” error is anything other than an Alexa bug that needs fixed between Sonos/Amazon.

Ken_Griffiths

I’m not convinced that the “sorry something went wrong” is anything other than an Alexa bug that needs fixed between Sonos/Amazon.

It’s possible, but this ’clearly’ also occurs just on Amazon Alexa Echo products too, as that link explains, inferring it’s perhaps more an Amazon issue and a time-out with their local server.

What I don’t understand is why it’s only some devices and often not all products in the same Household.🤔 Nor does it seem to affect everyone.

Either way, I’m still thinking it’s not the same issue as that seen on the Era-100, where it’s mic intermittently stops listening and then works okay at anytime during the day/night.

I’m fairly sure the ‘mic issue’ may turn out to be gremlins on the Sonos side. In this reported instance aswell, it is a Sonos One Alexa assistant.

I have the Era 100 issue and have gone to Sonos customer support with that issue and provided the data gathered, but I’m not able to reproduce the “sorry, something went wrong” issue on any devices here, no matter if I leave the speaker sat idle for days… it’s as though something is sleeping, or timing-out a connection to the local Amazon server, I suspect. Anyhow, that’s why I personally think the two issues are ‘perhaps’ unrelated.

Mr. T

I’m not convinced that the “sorry something went wrong” is anything other than an Alexa bug that needs fixed between Sonos/Amazon.

It’s possible, but this ’clearly’ also occurs just on Amazon Alexa Echo products too, as that link explains, inferring it’s perhaps more an Amazon issue and a time-out with their local server.

What I don’t understand is why it’s only some devices and often not all products in the same Household.🤔 Nor does it seem to affect everyone.

Either way, I’m still thinking it’s not the same issue as that seen on the Era-100, where it’s mic intermittently stops listening and then works okay at anytime during the day/night.

I’m fairly sure the ‘mic issue’ may turn out to be gremlins on the Sonos side. In this reported instance aswell, it is a Sonos One Alexa assistant.

I have the Era 100 issue and have gone to Sonos customer support with that issue and provided the data gathered, but I’m not able to reproduce the “sorry, something went wrong” issue on any devices here, no matter if I leave the speaker sat idle for days… it’s as though something is sleeping, or timing-out a connection to the local Amazon server, I suspect. Anyhow, that’s why I personally think the two issues are ‘perhaps’ unrelated.

I don’t dispute the error can also occur on Echo products and that link you provided may help them. However, for those experiencing this issue on Sonos devices, when all other aspects of the Sonos system are working correctly, I don’t believe there is anything the user can currently do to resolve the issue.

I also don’t believe the two issues are related but two separate bugs in the Sonos/Alexa integration. If I’m not mistaken, you did not have the mic issue with the Era 100 until you removed and re-installed Alexa on the device. That to me implies the issue is within the current firmware when Alexa is installed on the Era 100. Maybe if you removed an re-installed Alexa on your other Sonos devices, you would then experience the “sorry something went wrong” error.

I have given Sonos diagnostics for the “sorry something went wrong” issue and they have confirmed it is a known issue. I therefore await a fix.

Ken_Griffiths

@Mr. T, I’ve just installed Alexa to a Roam called ‘voyager’ (it’s under a different Sonos account and a brand new Sonos Household) and I will leave it in standby on it’s Qi charger for a day, or two.

I have been looking out for Alexa saying these words too, as that was the title of this thread by @craigski I’ve attached a couple of screenshots to show that I’ve started with a new Sonos S2 system to test this as I know it’s not happening with my account, but I’ve put this onto my Wife’s Amazon account.

I will report back what I see/hear.

C

craigskiAuthor

Local Superstar

II have given Sonos diagnostics for the “sorry something went wrong” issue and they have confirmed it is a known issue. I therefore await a fix.

The latest update from this week that I have from Sonos support for my case opened in November 2023:

“Please be assured that we are fully aware of the issue and will notify you as soon as a final solution is found.”

E

elziko

Lyricist I

Based on @Corry P’s advice above I am not bothering to problem-solve this at the moment and I haven’t created a support ticket for the same reason. However, I wanted to add my voice to the list…

When I ask Alexa something she replies with “Sorry, something went wrong” in the first instance and then it works for subsequent requests just fine. Then after a short period, we go back to step one where something goes wrong and I have to try a second time.

This happens on my (ethernet) Arc and all my (WiFi) Ones. I have no other issues with my Sonos system and have no noticeable network problems elsewhere.

Ken_Griffiths

Further to my last post in this thread, I left the Roam (with Alexa installed) called ‘Voyager’ on its charger and out the way for 48 hours without any use, setup on a new account with my Wife’s Amazon Alexa account, but on testing today and asking for the local weather, Alexa worked first time.

I’ve messaged some additional info. to @Mr. T to show some of my testing. I’ve also tested this on Move and Beam devices under my own account credentials, but I’m still unable to reproduce the ‘Sorry, something went wrong’ issue on any of the Sonos/Alexa devices here.

I’m not sure why some users see this issue and others, like me, with multiple Alexa devices, never see it.

It’s clearly though a problem for some, even with Amazon’s own echo products too, as can be seen from a general search online.

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