Contributor I

Answered

"sorry that device is offline"

Forum|Forum|7 years ago
March 2, 2019
8 replies
5250 views

I have had a sonos one for about a year and everything worked fine until about a month ago. Now it won't not play spotify via a voice command. It just says "sorry that device is offline". If I unplug the Sonos One, do a factory reset, and reconnect to Alexa and Spotify, things work fine for a day or two and then that message comes back. Any ideas?

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Best answer by Smilja

Log out of the Spotify app and subsequently out of all Amazon apps (including the Alexa app) that are installed on your mobile device, and afterwards remove and re-authorise the Sonos skill.

Go to your Sonos app and remove voice services from the room settings
Disable the Sonos Skill in the Alexa app
Go to the following page on a web browser: https://alexa.amazon.com
Then go to Smart Home > Devices > Scroll to the bottom and click Forget All
Go back to the Sonos app and configure voice services

Hope this helps.

SmiljaAnswer

Log out of the Spotify app and subsequently out of all Amazon apps (including the Alexa app) that are installed on your mobile device, and afterwards remove and re-authorise the Sonos skill.

Go to your Sonos app and remove voice services from the room settings
Disable the Sonos Skill in the Alexa app
Go to the following page on a web browser: https://alexa.amazon.com
Then go to Smart Home > Devices > Scroll to the bottom and click Forget All
Go back to the Sonos app and configure voice services

Hope this helps.

»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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valentinasmjAuthor

Contributor I

That worked - hopefully it sticks. Like I said when I did the factory reset of the sonos one, it would for a few days and then stop. Thanks!

Smilja

Alexa resides in an IT cloud (Amazon Web Services), factory resetting the Sonos ONE to resolve Alexa issues is pointless.

»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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valentinasmjAuthor

Contributor I

Hello - Your solution works but every few weeks the "sorry that device is offline" message comes back and I have to go through the whole routine over again. Any ideas why it needs to be re-configured so frequently? It seems to me that spotify/alexa/sonos just don't work well together.

bockersjv

Local Superstar

It's odd. I'd call the support line. I've had the same combination and they have been stable since I did the above a few months back.

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valentinasmjAuthor

Contributor I

Thanks, should I call amazon, sonos or spotify?

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Brian_156

Lyricist I

Same problem,, Mine was solved eventually by going into the Alexa app , disabling the sonos skill and then resetting it!! Not difficult and not sure if it Will last but ok so far!!

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loganp

Lyricist I

I’m getting the same problem. Disabling and re-enabling the skill does not good. Trying to go to htpps://Alexa.amazon.com is useless as the page just tells me to download the app and if I go to it on my page it opens the app. I’m going around in circles. Arrrggghhh

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