Sonos Play loses Sonos Voice and Alexa

3 replies
134 views

Hi there,

New Play, added SVC and Alexa. Worked fine at first, then the speaker would stop responding to “Hey Sonos” or “Alexa.”

I tried removing Alexa and Sonos voice control and re-adding and that didn’t work. Restarting the Play worked before to get them to respond, but restarting the speaker doesn’t seem to work anymore either.

Done everything short of a factory reset because that’s always a headache.

any ideas?

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Airgetlam

First, don’t do a factory reset, unless instructed by Sonos. It’s usually destructive, and most often postpones issues, rather than resolving them.

As a guess, it sounds like you may have some sort of wifi interference, but it’s hard to be certain. If none of the suggested remedies work for you, I would recommend that you submit a system diagnostic within 10 minutes of experiencing this problem, and call Sonos Support to discuss it. Don’t post the resulting diagnostic number here.

There may be information included in the diagnostic that will help Sonos pinpoint the issue and help you find a solution.

When you speak directly to the Support staff, they have tools at their disposal that will allow them to give you advice specific to your network and Sonos system.

Bruce

S

SpatialFXAuthor

Contributor II

So, that didn’t solve the problem.

The issue is the speaker stops responding to the wake word. if it were wifi interference it should still wake, and simply take forever to process, or fail and say something like “I can’t reach the internet right now check your modem or router connection and try again”. The LED doesn’t doesnt even wake.

Restarting the speaker will sometimes get it to work again, and same with removing and re-adding the voice assistants (SVC and Alexa).

I am still able to stream music from spotify, remote plex, and my local library on my NAS when it stops responding to the wake word, so I really don’t think internet connectivity is the issue. I have 8 other mic-enabled sonos devices that do not have this problem.

I did call Sonos Support, but the tech I spoke with just had me restart the speaker and marked the ticket as solved since, as expected, SVC started working again after a restart. He also looked at my diagnostics and sees no hardware issues reported.

All snark intended, I ask: do I need to restart my Sonos speaker every time I need to use SVC or Alexa?

kdowling

You should try to escalate to level 2 Sonos Support. Don’t give up. It sounds like a problem with the mic to me. Probably still covered under warranty.

Sign up

Login to the community