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Kanj
Contributor I
October 31, 2021
Answered

There was a problem adding alexa

  • October 31, 2021
  • 17 replies
  • 6700 views

Hi,

Been trying for days to get alexa working on my two Sonos Ones. It had been working reasonably well for a couple of years but recently tried out Google assistant (which I can add just fine) and now when I go to re-set up Alexa in Voice Services in the Sonos S1 App (Huawei Mate 20 Pro, v 11.2.12 - have also tried on another android tablet running the same version of the S1 software with the same results)  after selecting the rooms, I press the black “Sign in to Amazon” button but can’t get any further, only get the grey spinning wheel and then “There was a problem adding Alexa”

I’ve tried:

  • Everything from these two threads:
  • Disabling my firewall
  • Signing out of all other Amazon apps on my phone
  • Disabling and reenabling the Alexa Sonos skill
  • Removing the devices and re-adding them in the Alexa App
  • Uninstalling and reinstalling the Sonos and Alexa Apps
  • Power cycling the router and the Sonos devices

I suspect the issue is something to do with the Sonos app not launching the browser to allow me to sign in to Amazon but we’re all on android devices in the house so haven’t tried the iOS version and I don’t think you can add voice services to Sonos using the PC controller.

I have also tried contacting Sonos support but there are no live agents available right now etc.

Does anybody have any other ideas???

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Best answer by Kanj

I’ve fixed this so will leave this here in case it helps someone in the future:

I managed to get Sonos support on chat but they weren’t able to help me and referred me to the ‘phone support’ team.

However, that triggered me to think about the devices I had tried to set Alexa up from. Both phones and the tablet I had tried were Huawei devices. My daughter has a really old LG phone so I thought I would try that. When i installed the sonos app, it told me that the version of Android wasn’t supported but let me in regardless and I was then successfully able to add Alexa to my two Sonos Ones.

Not sure what it is about the Huawei version of Android that doesn’t allow the Sonos App to link to the Amazon login page but having spent a good chunk of my Sunday on this, I’m very glad it’s sorted :)

17 replies

Show previous replies
UKMedia
UKMedia
October 31, 2021

Unfortunately not, the Alexa skill has been enabled the whole time (I had Alexa working on the two Sonos units for quite a long time). I have tried disabling and renabling it but it made no difference. I've also tried removing the Sonos units from the Alexa app and 'rediscovering' them but again no difference....

That’s really strange is GA still shown under Voice & Services?

Remember: Sometimes Red Wine helps :)
UKMedia
UKMedia
October 31, 2021

Please see another thread: there was a problem adding alexa sonos - Gen 1 | Sonos Community

I wonder if there is an Alexa Sonos issue currently - although it’s not showing up on the status page: Sonos Status

Remember: Sometimes Red Wine helps :)
KanjAuthor
Contributor I
October 31, 2021

Google Assistant isn't listed but I'm able to successfully add it to the Sonos Ones (the Sonos app manages to open the GA app at the point where it fails to open the Amazon sign in page)

KanjAuthor
Contributor I
October 31, 2021

Please see another thread: there was a problem adding alexa sonos - Gen 1 | Sonos Community

I wonder if there is an Alexa Sonos issue currently - although it’s not showing up on the status page: Sonos Status

Thanks, yes I noticed that, although I have been trying to get Alexa on one of my units for a couple of weeks. I only removed it from the other to see whether I could re-add and check if it was an issue with the Sonos unit itself but since I can't add it to either, it must be a software issue.

 

I tried the Sonos chat but couldn't get anyone on it.

UKMedia
UKMedia
October 31, 2021

Probably best if you submit a diagnostic in this thread and Sonos can investigate it tomorrow.

 

Remember: Sometimes Red Wine helps :)
KanjAuthorAnswer
Contributor I
October 31, 2021

I’ve fixed this so will leave this here in case it helps someone in the future:

I managed to get Sonos support on chat but they weren’t able to help me and referred me to the ‘phone support’ team.

However, that triggered me to think about the devices I had tried to set Alexa up from. Both phones and the tablet I had tried were Huawei devices. My daughter has a really old LG phone so I thought I would try that. When i installed the sonos app, it told me that the version of Android wasn’t supported but let me in regardless and I was then successfully able to add Alexa to my two Sonos Ones.

Not sure what it is about the Huawei version of Android that doesn’t allow the Sonos App to link to the Amazon login page but having spent a good chunk of my Sunday on this, I’m very glad it’s sorted :)

UKMedia
UKMedia
October 31, 2021

I’ve fixed this so will leave this here in case it helps someone in the future:

I managed to get Sonos support on chat but they weren’t able to help me and referred me to the ‘phone support’ team.

However, that triggered me to think about the devices I had tried to set Alexa up from. Both phones and the tablet I had tried were Huawei devices. My daughter has a really old LG phone so I thought I would try that. When i installed the sonos app, it told me that the version of Android wasn’t supported but let me in regardless and I was then successfully able to add Alexa to my two Sonos Ones.

Not sure what it is about the Huawei version of Android that doesn’t allow the Sonos App to link to the Amazon login page but having spent a good chunk of my Sunday on this, I’m very glad it’s sorted :)

Great news :)

Remember: Sometimes Red Wine helps :)
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