Answered

Unable to setup alexa

Forum|Forum|2 years ago
June 9, 2024
24 replies
5167 views

Since last update I've started to have problems with the alexa part (never worked much, but ok)

I've decided then to remove the assistant from my beam, un-installed the app from the phone.

Then I've started all the configuration from scratch.

All is OK but I cannot install alexa (ok with the Sonos assistant and with Google)

Is there some way to fix it and install back alexa? 🤔

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Best answer by Corry P

Hi @Mutti

Thanks for your post!

Sorry to hear of the issue you’ve had in adding Alexa to your speakers.

There are numerous reports that uninstalling the Amazon shopping app before trying to add Alexa to Sonos will fix the issue you describe - it forces the use of the browser to then log in to your Amazon account. Please feel free to reinstall the Amazon app again afterwards.

I hope this helps.

Show previous replies

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PhilBien

Lyricist I

I have had a similar problem since purchasing an Era 100. To keep a very long story shorter, I couldn’t add Alexa voice assistant to the Era. The app simply put me into a quick help screen whenever I tried to add it. Following two calls with Sonos support and several different attempts taking nearly 5 hours (!) I now have no voice assistant on my existing product (beam) following Sonos advice to reset it. I did this reset as I had a problem playing music from Apple following several attempts at disabling Sonos skill in Alexa app (advised by Sonos support to enable Era connection). Normal commands from Alexa were working at that time but now nothing! I know this sounds complicated but it’s what I’ve been subjected to by Sonos support over the past few days and to be honest I’ve had enough of this!

The issue has now been escalated to second line support but I can’t believe how bad this customer experience has been so far. I’ll update if I ever get a solution to this but won’t be buying any more of these products from now on

P

PhilBien

Lyricist I

Update on my issue. Connection to Alexa worked on my beam this morning. No idea why but I still can’t connect Era to Alexa. I get the following when I try to add it via Voice assistant at least Sonos voice assistant works though..

J

JC74

Avid Contributor III

I swapped to an Era 300 yesterday and had to upgraded from S1 to the newest version, all my speakers I eventually got connected and working plus Alexa voice on my Era 300. Everything worked fine until I changed to the new version. Deleting the shopping app didn’t work 😩

H

h0ckeysk8er

Lyricist I

I can confirm the workaround of uninstalling Amazon Shopping does force the Amazon authentication to use a browser which successfully completes and Alexa is again available on my Move. It's an annoying workaround, but it does work (Galaxy S24+ on Android 14).

Sonos, you need to figure out the bug you have with the Amazon authentication when the Amazon Shopping app is installed. Seems like a pretty easy thing to figure out.

G

Ggecko

Contributor I

Running into same problem with my Era 100. Stopped working with Alexa out of nowhere. Doesn’t recognize the device on Alexa app and the voice assistant stops working out of nowhere. On the Alexa app it actually recognizes two “devices” that are the same device really messed up. Uninstalling the shopping app did nothing

Have tried everything. I want to throw this thing right in the garbage.

D

dalarso

Lyricist I

I am having the same issue adding Alexa. It stopped working for me and I have tried everything mentioned above and on my iPhone it constantly says “There was a problem adding Alexa”. I also tried on an Android and it won't even allow me to select a voice control service. As soon as I tap on “Add a voice assistant” I get the error “There was a problem starting Sonos Voice Control. Make sure your mobile device is connected to Wi-Fi” (and yes I am on the same Wi-Fi network). This is frustrating.

T

tlrausch33

Lyricist I

I cannot set up Alexa on my new Era 100. When it attempts to login to Amazon it fails. I have tried deleting all amazon apps from my phone but that didn’t resolve the problem.

Pixel 6 pro/android user. (also tried with my android table)

R

Rhonny

Prodigy III

@tlrausch33
There is currently an issue with Alexa. This forum has a pop-up stating this issue, I’ve just seen.

Plus it’s here too:

https://status.sonos.com