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vikram33
Contributor I
Apr 8, 2019 3:00 AM UTC

"There was a problem adding Alexa"

Hello,

I've just purchased a Beam and Sonos One and went through the installation process.

I'm having a lot of trouble activating Voice Services on both of them, as I keep getting the "There was a problem adding Alexa" error message after it logs in to my Amazon account.

Both speakers appear in my Amazon account under "Devices" and also in the Amazon Alexa app (I can play music through them using voice via the Alexa application), however I can not control them via the microphones on the speakers.

Really eager to get to this fixed as I'm loving them otherwise.

Thanks
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      53 replies

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      smitma
      Contributor II
      Apr 21, 2019 9:32 AM UTC
      Same issue ....located in Australia, brand new beam purchased today....disappointing start.
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      Cirrusdriver
      Lyricist I
      Apr 21, 2019 1:22 PM UTC
      Purchased a new Beam yesterday in Melbourne Australia and have the exact same issue. Very disappointing. Alexa assistant and voice control was a major factor in my decision to purchase the Sonos Beam:(. Thirteen days since this problem was posted on here and still nothing from Sonos by way of communication or a fix. Not really good enough for a premium product and brand. My interactions with Bose in the past have been nothing short of superb, not feeling very confident that my decision to stray was a wise one at this point!
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      PjSting
      Lyricist II
      Apr 21, 2019 10:26 PM UTC
      I’m also based in Aus and having this exact same issue and it’s really pissing me off. I’m considering returning them and raising a complaint with the relevant ombudsmen. Pushing a so called smart product that doesn’t actually work is very disappointing from a so called premium brand.
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        smitma
        Contributor II
        Apr 21, 2019 11:15 PM UTC
        Logged a ticket with sonos support via twitter. Worked thru some troubleshooting suggestions with them...but no fix yet...however they said they would look into it...for now I expect this to be fixable.
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          Vykodyn
          Lyricist I
          Apr 21, 2019 11:15 PM UTC
          Having a similar issue. In Australia, bought a Beam as I have 3x One's (Gen 1) around the house. Can't add Alexa to Beam, but One's continue to work fine unless configured as Surrounds.
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            MikeRobinson42
            Lyricist I
            Apr 23, 2019 3:38 AM UTC
            In Australia with my brand new 2nd gen Sonos One which I am going to be taking back to the store very soon. Have tried everything to add voice service in the sonos app, this is painful! Keep getting 'There was a problem adding Alexa'. Speaker works via Alexa app and can play music services. Sonos please sort this out asap!
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              Dane1234
              Lyricist I
              Apr 23, 2019 12:06 PM UTC
              Found a temporary fix until Sonos fixes this. I changed my Amazon country account to another country (amazon.de) so it is no longer with Amazon.au. Alexa was able to be added and works fine again.

              Account
              Manage content and devices
              Preferences
              Country/region settings
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                Admr
                Lyricist III
                Apr 23, 2019 2:17 PM UTC
                As above worked a treat, changed all accounts to US Amazon, Alexa registered and working (speakers online finally in the Alexa app!!) changes back setting to AUST and it’s working a charm...

                Cheers Dane1234 for the heads up.
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                johnsmolenaers
                Lyricist I
                Apr 24, 2019 8:39 AM UTC
                I can also confirm Dane1234's workaround allowed me to setup Alexa on my new Sonos One. Very happy now.
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                indy_500
                Lyricist II
                Apr 24, 2019 8:45 AM UTC
                Found a temporary fix until Sonos fixes this. I changed my Amazon country account to another country (amazon.de) so it is no longer with Amazon.au. Alexa was able to be added and works fine again.

                Account
                Manage content and devices
                Preferences
                Country/region settings

                Thanks Dane1234!
                Any issues when you change the region back to AUS after setup?
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