Contributor I

Answered

Google Assistant Setup issues with Sonos One (Gen2)

Forum|Forum|6 years ago
December 23, 2019
75 replies
20928 views

Hi,

I’ve seen slight variations to this issue on other threads but none that quite address it.

Problem

Google assistant was not working on the Sonos One speaker (the microphone was not active and not illuminated).

In an attempt to resolve this issue I unlinked the Sonos from Google and tried re-linking.

Now the situation is that when I go to re-activate the GA service within the Sonos App the following happens:

1.) I'm prompted to add GA to my Sonos

2.) On the "select rooms" page I select the Sonos

3.) I press "add to google assistant" button and I'm re-directed to GA app

4.) This then simply takes me to App Store to purchase/download GA (which I already have)!

5.) When I then go back to Sonos app it says "Linking Google account" and HANGS on this page indefinitely with a spinning wheel.

6.) After a considerable length of time it times out and says "There was a problem adding google assistant".

As a work-around for this I've tried adding/linking Sonos from the GA app itself. This is successful in adding the Sonos speaker (e.g. I can tell Google to play music from my phone to the identified/linked speaker and it works), however Google DOES NOT RECOGNISE THIS SPEAKER AS AN ASSISTANT DEVICE.

Neither GH or GA identify the Sonos as an "Assistant Device". Previously I did have this working but it not longer works at all.

You can see the speaker itself is connected fine, however the ASSISTANT aspect of the speaker is not identified by Google.

Other things I've checked/fixed:

Language was the same
Default music service same in GH/GA and Sonos (Spotify premium in this case, which I re-authorised)
Power cycled Sonos
Closed apps and restarted them
Removed the Home and created a new one again and linked devices fresh

Any ideas on resolving this would be much appreciated. I’m actually surprised more people haven’t experienced this!

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Best answer by alxndrdvl

I was able to fix the issue on my end thanks to someone’s contribution on another thread.

When you try to add Google Assistant through the Sonos app, does it open the google assistant app or does it redirect you to the App Store instead?

If it redirects you to the App Store, that’s where the problem is (that was the case for me).

This solved the issue for me :

Copy the URL from safari and edit it somewhere else.

If you have it like this:

https://assistant.app.goo.gl/?ibi=com.google.OPA&isi=YYYYYYYYY&ius=googleassistant&efr=1&link=https%3A%2F%2Fassistant.google.com%2Fdevice%2Fhelp%3Fprovider%3Dsonos-XXXXXXX%26unlink%3Dsonos-XXXXXX%26music%3Dtrue%26return_url%3Dhttps%3A%2F%2Fwww.sonos.com%2Fapp%2Fpartners%2Fgoogle%2Fservices%2Fvoice%2Fsetupcomplete

Change it to:

googleassistant://device/help?provider=sonos-XXXXXXXX&unlink=sonos-XXXXXXXX&music=true&return_url=https://www.sonos.com/app/partners/google/services/voice/setupcomplete

Replace XXXXX with whatever the numbers/letters you have on your end.

Show previous replies

A

Anonymous

@BerryV Thank you for the follow up information. Your newly supplied diagnostic report shows you have some of your Sonos products on the Apple router and your Arris router wirelessly. You will need to properly configure your network. Who setup your wifi network equipment as in you or an installer? You have two device(s) sending out the network name “Ziggo7678487”.

As a test, please take one of your Play:1’s named Badkamer or Logeerkamer and make one of them the Ethernet wired Sonos product to router you have your device(s) running the Sonos app on wireelssly. Next, power off/on all of your wifi network equipment for 30 seconds with no lights, meaning no battery backup. When they are powering back on then starting with the wired Sonos product power re-boot us off/on for 15 seconds with no lights. While we are powering back on then re-boot the device(s) running the Sonos app. When everything is reconnected then submit us a new diagnostic report number and hold on to it.

When you are back in the app then use these steps to teach Sonos the wireless connection to the router we are wired into with: On iOS or Android: From the Settings tab, tap System > Network > Wireless Setup. Once these steps are then just remove the Ethernet wire from the wired product. Next, test a stream of music grouped to your rooms in the Sonos app to confirm we are playing together. If no issues then attempt to re-add the surrounds to you Playbar.

Please let us know of any issues in the setup steps for the surround along with a new diagnostic report number here.

Lastly, if you are having issues with the surround setup wirelessly then re-wire the Play:1 to the router and power re-boot your surrounds and Playbar off/on for 10 seconds and when reconnected try the surround setup once more with reporting the results here.

B

BerryV

Lyricist II

@John G . I managed to get everything working following your guodelines. Thanks a lot.

A

Anonymous

@BerryV Great to hear and thank you for the follow up. Let’s hope that these steps may help other Community users as well. Please feel free to us here with future questions or troubleshooting needs.

R

rowlinson3

Lyricist I

The other advice in this thread didn’t work for me, however completely unlinking sonos and google assistant and starting again solved it.

Unlinking was not as simple as you’d expect:

In the Google Assistant app, click on the compass at the bottom right
Search for Sonos and tap the black Sonos icon
Scroll down and click unlink

Once the accounts are unlinked you can go back to the sonos app and add google assistant through Services and Voice.

T

TJ-Sonos

Lyricist I

I have attached some snapshots. It says ‘Sonos is linked ‘ and ‘account linked successfully ‘ but in actual Fact my Sonos devices are nowhere to be seen. It feels like it wasn’t unlinked properly and I can’t seem to be able to unlink it now

I have the exact same issue and have got no workable response or resolution from Google or Sonos. They have been unable to tell me how to force unlink the Sonos credentials stored by google even though it does not appear as a linked service in the Home app. More frustrating is that I’m unable to enter my Sonos details because google simply skips this process. However if I use a different google ID/account it all works fine with the usual steps. Did you figure out or get a fix from Google/Sonos?

henrytai

Lyricist I

Changing the link didn’t work for me unfortunately. Here is another way…

Ensure both Google Chrome and Google Assistant app are installed
Copy and paste the link from Safari
Paste the link in the Chrome app
It should then open in Google Assistant

@Sonos, please fix this bug.

Krishma M

Retired Sonos Staff

Hey folks, thanks for reaching out. We greatly appreciate you being a part of the Sonos family. It is our pleasure.

Are we still having trouble relating to Google Assistant Setup Problems on iOS, specifically presented with the error "There may be a problem"?

We’re currently tracking that problem and this issue should be resolvable via regular troubleshooting.

Option 1 - Select "Try" again" and it should work. If "trying again" fails:

Option 2 - Submit a diagnostic and reply to us with the confirmation number to check for any obvious issues within the diagnostic.

Option 3 - Use a different controller.

Attempt Setup using a different controller.
Another iOS device or An Android device.
Using an Android device should resolve the issue (be mindful if you borrow an android device, make sure you are using the correct Google Account with the assistant.)

Also, if using an Ipad and the redirect fails .. "Request "Desktop Site" is turned on by default in the Settings app ( Settings > Safari > Request Desktop Site ). When you turn that off, the link should open in the App Store correctly. Use another iOS Controller or an Android Controller.

Let us know how it goes. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.

sonos_buron

Contributor I

Hey,

I’ve just added a Beam to my setup using iOS 13.6.1 and Sonos App v 12.0.6. Adding Google Assistant as voice service still fails if the Sonos account is already linked to GA. As it will be if you are expanding an existing Sonos system that is already using Google Assistant. I had to unlink first to solve it. I expect this to be a very common use case, and I am surprised that the App or the troubleshooting page at https://support.sonos.com/s/article/3494?language=en_US doesn’t mention this. The link says ”4. Make sure your Google Assistant account isn’t in use on another Sonos system”

The actual problem seems to be that GA is in use with THE SAME system (= Sonos account).

Hope this post can help someone else seeing the same issue.

Krishma M

Retired Sonos Staff

Hi @sonos_buron, welcome to the community, and thanks for sharing this with us. I hope I understand this clearly and yes, one Google account can only be used in one Sonos system or one household. If you have an existing system and already using a voice assistant you just have to link the same Google/Alexa account to the Sonos product and it should work flawlessly.

We greatly appreciate you being a part of the Sonos family. It is our pleasure. Just let us know if you need anything. We and the community are always here to help.

Help others find useful content by clicking the like button and selecting the best answer to your question.

C

crsaxon

Lyricist I

I SOLVED this by unlinking Sonos in my Google Home app > Setting > Works with Google then re-linking. It was like the Google Home App needed to re-negotiate or initiate with my Sonos App/account/devices.

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