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vikram33
Contributor I
April 8, 2019

"There was a problem adding Alexa"

  • April 8, 2019
  • 53 replies
  • 13767 views
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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      vikram33Author
      Contributor I
      April 24, 2019
      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

      you absolute legend!

      this worked perfectly.
      happiboi
      Lyricist I
      April 24, 2019
      Yep changing region seems to work... But then all my associated amazon stuff changes as well? Hope they fix this bug for AU
      AlexReaver
      Contributor I
      April 25, 2019
      thanks this fixed it for me too. i changed my region straight back and its still working.
      b394373
      Lyricist II
      April 25, 2019
      Yes, changing the region in Amazon to USA allowed me to use Alexa on the Sonos One and changing the region back to AU, it still works. However, everything I setup on Alexa (AU) is now not available as I am now using Alexa (USA) even after changing the region back in Amazon. So now, anything I setup on Alexa (USA) will not be available when a more permanent fix is provided and am back to using Alexa (AU).
      mithun
      Lyricist I
      April 28, 2019
      I am facing the exact same issue on my beam which was purchased couple of days ago! Sonos, common fix the issue soon
      Caspermelb
      Lyricist I
      April 30, 2019
      I got mine (Sonos One) just over a week ago & having the same issues. After sending several diagnostic reports & trying most of the steps above on different phones (both Android & iPhone) without success, I got a response to say the issue had been fixed & to try again. I deleted everything & tried again with no more luck than before. I'm still waiting for a response from Sonos after replying to the last email. It looks like they have closed my ticket.
      Edit: also in Melbourne, Australia
      paul_xyz_987
      Lyricist I
      May 1, 2019
      I had the same problem as others here with a Sonos One Gen 2. However, after going back and forth with support, I tried again to add Alexa this morning (1 May 2019) and it worked! I am in Sydney, Australia. So, for me anyway, the problem is fixed. I didn't do anything differently.
      tyso
      Lyricist III
      May 1, 2019
      I received an email from sonos this morning and was informed they’d fixed the issue with a software update, and that there should be an update for devices within the sonos app and it should work after applying the update. I’m about to try it out and will let you all know if I have success.
      Caspermelb
      Lyricist I
      May 1, 2019
      I received the same email. Have updated the software, basically reset everything in both the Sonos app & Alexa app & I was able to connect. Now I can connect Alexa to Spotify & I think I'll be set 😃
      tyso
      Lyricist III
      May 1, 2019
      Same here all working now
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