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StevenShaw
Contributor I
Nov 19, 2017 9:47 AM UTC

Volume commands stopped working

Using an Echo Dot to control 3 existing Sonos speakers.

Have speakers set up as Kitchen / Dining Room and Bedroom

Can start and stop music fine 'play blah blah in (or on) Kitchen'.

Volume commands, for example 'turn it down in the kitchen' and Alexa responds with 'that command does not work on device kitchen.'

I've disabled and re-enabled the Skill to no avail.

Am I doing something silly or is it a bug; should I try deleting all the devices and resetting?
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38 replies

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UKMedia
UKMedia
Nov 26, 2017 8:31 AM UTC

I will now try just enabling the skill and discovery from the prime account. I may re-register the dots to the prime account too.
Still no luck:
1. Removed skill and forgot devices from both accounts;
2. Re-registered both dots to Prime account;
3. Power cycled Play:1s and used add player in Sonos app;
4. Enabled skill in Alexa app using my Sonos account and Prime account;
5. Discovered speakers using Alexa app,
6. Volume command not supported by speaker :(

If you use the PC app https://alexa.amazon.co.uk the Forget All command is still available. This still sounds like an Amazon account conflict to me, as the devices are not replying the same. Can you check that you haven't logged on to your other Amazon account on ANY other app?
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varsas
Trending Lyricist I
Nov 26, 2017 8:53 AM UTC

If you use the PC app https://alexa.amazon.co.uk the Forget All command is still available. This still sounds like an Amazon account conflict to me, as the devices are not replying the same. Can you check that you haven't logged on to your other Amazon account on ANY other app?
I'm not sure what you mean, are you saying I need to log out of the Alexa app and all other Amazon apps including Kindle if it's not the Prime account?

That's a bit extreme. I then can't access any of my (non prime account) content?

Currently both dots are on the Prime profile. The iPad and iPhone are in the Prime account in Alexa. The Android is in my account.
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UKMedia
UKMedia
Nov 26, 2017 8:57 AM UTC

If you use the PC app https://alexa.amazon.co.uk the Forget All command is still available. This still sounds like an Amazon account conflict to me, as the devices are not replying the same. Can you check that you haven't logged on to your other Amazon account on ANY other app?
I'm not sure what you mean, are you saying I need to log out of the Alexa app and all other Amazon apps including Kindle if it's not the Prime account?

That's a bit extreme. I then can't access any of my (non prime account) content?

Yes, that appears to be the case with other people that I've helped. All sorts of strange behaviour occurs otherwise... Here's an example:

https://en.community.sonos.com/amazon-alexa-and-sonos-229102/2-sonos-one-speakers-in-differnet-geographical-locations-and-one-alexa-app-is-showing-both-speakers-6793735
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Remember: Sometimes Red Wine helps :)
sjw
Local Superstar
Nov 26, 2017 10:02 AM UTC
Should the location of Sonos devices be set somewhere in Alexa or are they set by Sonos? Attempting to change these details in the Alexa app just gives an error.
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UKMedia
UKMedia
Nov 26, 2017 11:04 AM UTC
Should the location of Sonos devices be set somewhere in Alexa or are they set by Sonos? Attempting to change these details in the Alexa app just gives an error.

They are set in the Alexa app under Settings>Your Sonos One. You should be able to set a Country specific address for each Sonos One. I'm not sure of your location but I find it better to use https://alexa.amazon.co.uk or .com rather than an Android or iOS app.
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varsas
Trending Lyricist I
Nov 28, 2017 2:26 PM UTC
It's still quite random. Sometimes it'll consistently work and others not at all.

Customer service have come back and suggested it may be a network issue, giving me some instructions for testing.
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UKMedia
UKMedia
Nov 29, 2017 8:41 AM UTC
It's still quite random. Sometimes it'll consistently work and others not at all.

Customer service have come back and suggested it may be a network issue, giving me some instructions for testing.

Let us know if you manage to fix it?
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Juggsy84
Lyricist I
Nov 29, 2017 8:17 PM UTC
Hi - I’m having the exact same issue. Got my new echo dots this week, volume control worked fine. Then today tried it (turn up in kitchen/ turn volume up in kitchen), either said not supported or not responding as per other comments in this thread.

Play/Stop etc work absolutely fine. I’m using Spotify as the music service, one amazon account.

If others are experiencing this issue, it must be a bug surely?
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jimswallace
Lyricist I
Dec 6, 2017 10:03 PM UTC
I'm getting the same issue. I assumed that it would be ironed out pretty quickly when Sonos / Alexa integration improved but no such luck. Pretty annoying.
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UKMedia
UKMedia
Dec 6, 2017 10:19 PM UTC
There was a Spotify outage today:
https://en.community.sonos.com/music-services-and-sources-228994/spotify-connection-6795783/index1.html#post16176028
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