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theartofutility
Contributor I
Jul 22, 2019 12:41 PM UTC
Question

Google Assistant not always responding and timer not stopping

Hi all

I have recently been experiencing problems with my Sonos One with GA. Everything was working fine until around a couple of weeks ago when Google does not always respond when saying "Hey Google" or "Okay Google", even when the chime sounds. The problem appears to have been getting worse. Also recently, when setting timers (say for cooking etc.) when the time is up and we tell Google to "stop the timer" or "cancel timer" etc., it stops for a bit but then starts beeping after a few seconds. As you can imagine this can be infuriating and the only way to stop it has been to switch off the Sonos from the mains.

All in all, i.e. general responsiveness of the Sonos to GA commands seems to be fairly laggy when compared to our Google Home minis which are a lot more snappy and responsive. I'm wondering whether these are just teething issues which Sonos is working through and whether anyone else has experienced patchy performance?

Thanks

TT
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    32 replies

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    levgocci
    Lyricist III
    Jul 29, 2019 8:51 PM UTC
    Hi Jimmyjamesh,

    Good job. I think I'm going to do the same. Do you have any experience with the response time from Sonos on issues like these? Thx!
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    Ken_Griffiths
    Ken_Griffiths
    Jul 29, 2019 9:13 PM UTC

    Qassim,

    A few things that perhaps need clarifying and checking ...
    • What is your default GA language setting? Ensure there is only one installed.
    • What is your premium music subscription service and have you set it as default?
    • Can you perhaps post a screenshot of your “Google Home” from the GH App... Ensure only one 'Home' is in use.
    • Have you ensured the same MSP Account/credentials are installed in the Sonos App.
    • Is the GA voice assistant showing in your Sonos One Room Settings?
    Why only one language?
    Just in case the language setting, maybe causing an issue Not all language settings are supported at this stage. I would just choose to set one only, which is actually known to be supported by GA on Sonos.
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    Gialloblu
    Lyricist III
    Jul 30, 2019 9:47 AM UTC
    it seems in the living room it no longer understands half of my commands



    I've had the same! Phew, nice to know it not just my sonos
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    Gialloblu
    Lyricist III
    Jul 30, 2019 9:48 AM UTC
    I've already in the past showed this to sonos on twitter

    https://photos.app.goo.gl/7AtUa8BqTQLF3f1K6
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    Gialloblu
    Lyricist III
    Jul 30, 2019 10:08 PM UTC
    It's gettting worse, look:
    https://photos.app.goo.gl/LP715SCUSfXLXbx99
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    Ken_Griffiths
    Ken_Griffiths
    Jul 31, 2019 10:56 AM UTC
    It's gettting worse, look:
    https://photos.app.goo.gl/LP715SCUSfXLXbx99
    It’s not something that I’ve been able to reproduce, as my GA assistant on Sonos, has been working okay here in the U.K. unless it’s a local/regional issue perhaps where you are? Although the Sonos status page is currently showing that all is well.

    Just wondered what the result was of your conversation with Sonos Support? Did they discover anything from your diagnostic?

    I’m also wondering if you may have perhaps tried a different DNS Server to see if that may resolve the problem, or if you have a firewall or checked for interference that may be blocking/interfering with your connection to the speaker.
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    jimmyjamesh
    Trending Lyricist II
    Aug 3, 2019 9:29 AM UTC
    sonos support not replied for 3 days now, but cant see how dns would fix anything when my gen 1 works but gen 2 doesnt in same house...
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    Ken_Griffiths
    Ken_Griffiths
    Aug 3, 2019 10:22 AM UTC
    sonos support not replied for 3 days now, but cant see how dns would fix anything when my gen 1 works but gen 2 doesnt in same house...
    The Sonos staff are not always about to respond to everything on these pages, as this is mostly a community platform for 'users' to discuss matters with other 'users' (mostly).

    You are perhaps best to contact them directly, via their official customer care links here.
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    jimmyjamesh
    Trending Lyricist II
    Aug 3, 2019 10:27 AM UTC
    sorry, I meant I have an ongoing support case direct with support engineers on this - but they have gone radio silent for 3 days....
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    Ken_Griffiths
    Ken_Griffiths
    Aug 3, 2019 10:51 AM UTC
    sorry, I meant I have an ongoing support case direct with support engineers on this - but they have gone radio silent for 3 days....
    Ah right, I hope you get it sorted soon.

    You can probably speak to the Staff via Twitter or Facebook to get an update, those support links are 24/7.
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