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SONOS ONE - Having trouble understanding right now.....

  • 5 November 2017
  • 61 replies
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Userlevel 1
Had my SONO ONE for approximately 2 weeks. It worked for the first few days then just stopped. Tried resetting it, deregistering it, unskilling it, etc. Managed to get it now playing SPOTIFY no problem but as far as ALEXA is concerned, it does not want to know. Every time you use the wake-up phrase 'Alexa...' it just states 'Sorry, I'm having trouble understanding, please try a little later....'. I have tried everything I can think of and spent 4 hours on it (I have even hard wired it with an RJ45 Patch lead to ensure it was updated okay). unless any suggestions on here then I shall have to make a call next week.:?:@
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Best answer by Ryan S 27 November 2017, 19:34

Thanks for the diagnostics everyone. If you're still having trouble, the first thing I recommend doing is going through the setup process again. It really cleans up a lot of server communication issues and any old caches. You'd do this by removing the Alexa Skill, going into the Sonos app and disabling the Voice Services, and then following through and setting it up again.

Make sure that you've signed out of all Amazon apps on your mobile device as this error can come up if you're using two Amazon accounts and the wrong one gets cached.

If you're still having trouble, there are some really great Alexa and Sonos troubleshooting steps to start with here.

Finally, I'd encourage you to give us a call on our support line if you're still not in a good place. We're a bit busy, but we're here to help and will get to everyone as soon as possible.
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61 replies

Perhaps you might submit a system diagnostic, and post the number here, for the folks at Sonos to look at?
Userlevel 1
Hi

Yes thanks for that. I have done exactly that and the diagnostics confirmation number is 8048971.
Great, I'd expect someone from Sonos to respond soon. If you run out of patience, you could also try one of their other methods of support, detailed at https://www.sonos.com/contact
Same here, I can control it fine with the Sonos app but Alexa doesn't want to hear anything from anyone
Userlevel 1
Thanks Bruce, it's currently a waste of space as Alexa just a speaker.......
same issue--at first, Alexa worked fine,after a few days, alexa responded correctly, but would not control Sonos. Spoke with Amazon help, and after deregistering, now alexa does nothing. Sonos still works fine from app
Again, a diagnostic would be your best bet, and post the number here.
Userlevel 7
Badge +25
Hi

Yes thanks for that. I have done exactly that and the diagnostics confirmation number is 8048971.


Looks like you might have been running into an issue we were working with that's now resolved. Can you turn your microphone back on and give it a test drive?

If you have any trouble, please disable the Alexa skill, then re-enable it and discover devices again.
It’s not been resolved here! I’m having the exact same problem. I’ve disabled, reenabled the skill and rediscovered. It’s still saying sorry....
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It’s not been resolved here! I’m having the exact same problem. I’ve disabled, reenabled the skill and rediscovered. It’s still saying sorry....

Would you mind following the steps here to submit a diagnostic from your Sonos system and reply back with your confirmation number?
I am having the same issue. But it only worked as an alexa speaker for 10 mins. I unplugged - said sorry once and now is totally unresponsive. Diagnoistic number is 8065046
UPDATE: Got it to respond to me after starting over - but now when trying to play music it just says "Sorry, something went wrong."

So --- this thing is pretty useless.
Having the same issues for a few days now. Driving me crazy. Can't believe I replaced a cheap echo dot for this.

Unplugging the device from the wall and plugging it back in seems to temporarily fix this. Doesn't last long though

Here's my diagnostic code: 8073263
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Here's my diagnostic code: 8073263
That diagnostic is only showing your iOS device, not any Sonos players. I'd recommend that you give us a call on our support line if you haven't yet. Let's work on this live with a technician to sort out what's giving you trouble.
I have the same issue - "I am having trouble understanding..." I have power cycled the device and it fixes it but within a day it is back to being useless. I submit a diagnostic 8115822. I am ready to take it back to the store since it is not working at all, so if there is no fix I am returning it.
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Sounds like it'd be best to give us a call on our support line, smjones. You shouldn't have to power cycle it at all. The diagnostic you posted doesn't have your Sonos One listed, so I wonder if there's something in the background causing the issue here with that unit dropping off. We'd love to see what's happening closer.
Ryan - I called in - was on hold 50 minutes before I had to leave - is this normal?
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Ryan - I called in - was on hold 50 minutes before I had to leave - is this normal?

I would expect a bit of a wait right now. It is the week of Thanksgiving in the US, and we just put out some really big and exciting announcements and updates. The support team is hard at working trying to answer every question they can and get anyone who needs a hand helped. If you have the time, I'd recommend sticking around. The team is talented and very thorough, it's just extremely busy during the holidays.
Same exact problem here. Just bought this and if no Alexa, no bueno. Will be returning ASAP
The worst thing they have ever created. Sorry I’m having trouble understanding is all my speaker will do now. Super pissed off.
Same Issue here has been like this for past 3-4 days, will submit diagnostics later.
We are having the same issue. 5 brand new sonos one and it keeps saying "Sorry, I am having trouble understanding right now, please try again a little later" It is driving us crazy!
Sonos, please fix this issue ASAP or we are taking all of them back!
Diagnostic ref 8125610
Hi - I am having the same issue. I have run diagnostics: 8133872

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