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martn17d.2
Contributor I
April 19, 2021
Answered

Can't connect Google Assistant, can't find speakers in sonos account

  • April 19, 2021
  • 16 replies
  • 3642 views

To whom it may concern,

For the entire day of today, I have tried setting up the google assistant in my Sonos speakers. I've had the Sonos One, and the One SL for a while, with the assistant working perfectly until today. As soon as I added the Roam to the app, the problems began. I cannot add the voice assistant to it, moreover, the voice assistant doesn't work whatsoever for any of the products.

I have tried the countless solution in Sonos forums and on Reddit, with no success.

Once I get to the Google Home app, and it asks me to sign in to my sons account, it redirects to a page that asks for me to update my app (it is updated), and that there are no speakers on my account (yes, there are)

I have reset all the accounts, re-installed everything, factory reset all the speakers, deleted and adjusted everything I could. Created new accounts to try and add the Google assistant, but nothing has worked.

 

I have submitted diagnostics #999897859

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Best answer by Andy_113

I see this has happened in the past then spontaneously resolved itself. Fingers crossed soon! 

 

16 replies

James L.
James L.
Retired Community Staff
April 20, 2021

Hi @martn17d.2,

 

I’ve taken a look at your diagnostic and I don’t spot anything unusual there. I’m going to assume it’s a typo when you wrote:

Once I get to the Google Home app, and it asks me to sign in to my sons account,

but I would ask that you ensure you’re signing in to the exact same account that is registered to your Sonos system. 

Have you also tried setting this up from a different mobile device? Some people have success when trying a different phone or tablet.

If you still can’t get any further forward, please get in touch with our customer care team who can do some more in-depth troubleshooting with you.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
Andy_113
Lyricist III
April 21, 2021

I've had exactly the same issue over the last 24 hours or so. Yesterday I added the Roam to my existing system (2 Play:1s) which I was previously able to control using Google home speakers. I managed to also setup the Roam to use Google Assistant. 

It was only when I noticed that the Roam wasn't showing in my Google Home app that I tried unlinking and reconnecting the whole system to Google Assistant and hit this same issue. When adding Google Assistant to Sonos or Sonos to Google Home, just after being prompted to login to my Sonos account it immediately showed the message about needing to add Sonos speakers to the account. They're already on the account. Tried with my wife's phone and hit the same error message. 

Went through some steps with support via chat and submitted a diagnostic but we didn't go as far as resetting the whole system. They advised to contact support via phone, which I've not yet had chance to do.

Since earlier this evening the message immediately following logging into Sonos during Google Assistant setup has now changed to Oops, there was a problem
We're having trouble connecting to Sonos right now. Please close your browser, and try again in a few minutes.

​​​​​Is there a problem at Sonos' end that's causing this? The status page suggests no issues with Google Assistant. 

Loving the Roam so far, just a shame that I'm without any Google Assistant integration across my whole system at the moment. 

    Andy_113Answer
    Lyricist III
    April 21, 2021

    I see this has happened in the past then spontaneously resolved itself. Fingers crossed soon! 

     

      D454
      Contributor I
      April 22, 2021

      I’m having the same problem, over an hour talking to support and still no resolution, tried factory resetting One and Roam and setting them up again, but still caught in endless cycle of ‘speakers not registered’ and ‘update the sonos app’.

      Very frustrating experience, support have run out of ideas on how to resolve, so now just hoping that it resolves itself.

      D454
      Contributor I
      April 22, 2021

      I’m having the same problem, over an hour talking to support and still no resolution, tried factory resetting One and Roam and setting them up again, but still caught in endless cycle of ‘speakers not registered’ and ‘update the sonos app’.

      Very frustrating experience, support have run out of ideas on how to resolve, so now just hoping that it resolves itself.

       45 minutes later and working correctly, what a frustrating experience that was.

        Andy_113
        Lyricist III
        April 22, 2021

        Still not resolved here, still getting the Oops, there was a problem message. 

          Andy_113
          Lyricist III
          April 22, 2021

          Now I'm back to the Register your speakers message.

          @martn17d.2 did the issue get resolved for you? 

          martn17d.2Author
          Contributor I
          April 22, 2021

          Now I'm back to the Register your speakers message.

          @martn17d.2 did the issue get resolved for you? 

          Sadly, it seems to be a matter of time. No one has an actual answer of a procedure to follow, or a solution to it.

          Andy_113
          Lyricist III
          April 23, 2021

          Well, after starting to believe it would never work again, lo and behold this morning when trying it for the hundredth time it worked! My system is linked to Google again 2 days after I first had the issue. Like @martn17d.2 said, it just seems to be a matter of time. 

            fuxpavel
            Lyricist I
            April 25, 2021

            I have the same issue, so depressing 

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