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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

Ok, this worked for me:
Go to the Sonos app and select
< ... More >
< Voice Services >
< Amazon Alexa >
< Room Settings >
Then the problem speaker
Under Voice Services, tap < Amazon Alexa> and

I set up one of my speakers again, and the other one also started working.
Hope it works generally.



This worked like a charm - thank you very much!!
Userlevel 2
Badge +4
Yes, it is very frustrating. So far I'm not loving this product. I have dozens of smart home devices, including several Alexa and Google Home devices, and so far this Sonos One has been the most difficult to set up and keep working. But disabling the Alexa skill AND removing voice services in the Sonos app resolved this spontaneous problem. Let's hope this kind of thing doesn't keep happening frequently.
Guys Be Patient.. Don't get Frustrated.. I know that this shouldn't happen but, in my case happened when I updated my Sonos Firmware, so:
Un-link the accounts in both apps , disable Alexa skill and re-add it again, and then authorise the app in the Sonos APP on your phone * (never found the option in my Mac)...
Hope this helps!
Mine has also just stopped working. It has also changed from English to American
Same here, restarting the services does not solve my issue. Also, in my case I have it switched to Spanish language, but I get the error message in English (weird). Any other workaround?
Didn’t work for me 😞
Ok, this worked for me:
Go to the Sonos app and select
< ... More >
< Voice Services >
< Amazon Alexa >
< Room Settings >
Then the problem speaker
Under Voice Services, tap < Amazon Alexa> and

I set up one of my speakers again, and the other one also started working.
Hope it works generally.




Thanks, this worked a treat!
Ok, this worked for me:
Go to the Sonos app and select
< ... More >
< Voice Services >
< Amazon Alexa >
< Room Settings >
Then the problem speaker
Under Voice Services, tap < Amazon Alexa> and

I set up one of my speakers again, and the other one also started working.
Hope it works generally.
I’m unfortunately experiencing the same issue on both of my Sonos One units. It either responds with “Sorry, I’m having trouble understanding right now. Please try a little later”, or simply a beep followed by inaction.
Had same problem. Seems all my Sonos One Alexa's somehow got deauthorized from Amazon which is why Alexa has trouble understanding until it's corrected. Easy fix. Open Sonos app, go to Settings, click on Room Settings. Then pick your first room where Alexa isn't understanding and click on it. Voice Services will show the account Alexa is signed in as - click that, a window opens, then choose 'Remove Amazon Alexa from this room'. Then where your account info was for the same room setting it should say 'Add Amazon Alexa' - press it and follow the prompts to Sign in to Amazon. After signed in, click 'Allow' to reauthorize Alexa on the speaker. Click continue and if you have a second speaker or more, you'll have to 'Allow' each of them to reauthorize. Was pretty easy and I'm back up and running!
[quote=randjf]I was also having the issue of Alexa "not understanding". This worked for me.

Try the following:

1. Go into the Sonos App
2. Click on "More..." > Settings > Room Settings

You may see: There are mo features available for this room" next to a red dot.

3. Click on the room you have your Sonos one

You my see: Alexa is not working on all speakers. Please sign in again.

4. Tap on the message and choose: "Reauthorize Amazon Alexa in this room"

Good luck.


This worked for me as well. I am guessing this issue had something to do with the the changing of my Amazon account password.
Cheers adspainy - a clear and simple fix for this problem 🙂
Userlevel 7
Badge +22
I do not work for Sonos. Ok so don’t listen to my suggestions. Your prerogative.
OK. Pretty odd tone for a customer support forum...also odd you would say that about my question - please look at the title of the thread and then please re read my original note.....
Re your suggestion, yes, 8.5, I would expect that you can tell the firmware version from the diagnostics report I submitted .... and yes and will give it all a try again -
You are assuming a pretty high level of technical aptitude and high level of free time from your customers for whats supposed to be a simple product. pretty discouraging and sure does not say "hey lets go buy more Sonos products" . Yes I will call tech support tomorrow, hopefully will not have the hour plus hold time referenced above..
Userlevel 7
Badge +22
What firmware does the speaker say it is on - - sonos app settings...about my sonos. should be 8.5

With that confirmed... go into Alexa app. Sonos skill - disable it and try re-enabling it. See what happens.

There are issues all over the place on this thread not a single uniform question.

Did you follow Ryan's instructions

"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. "
Chris - its the same issue the previous 44 posts on this thread have discussed.... as outlined in my note - Alexia no longer works on the Sonos speaker, and instead says" sorry I am having trouble understanding right now, please try again later"... submitted diagnostics, confirmed mic is on.
Userlevel 7
Badge +22
What is your issue?
add me to the list of frustrated users, worked great for a few months, now nothing - getting the same error - ran the diagnostics. Am amazed that Sonos would launch a product with this severe a bug. "sorry I am having trouble understanding right now, please try again later" Now what? Refund? Diagnostic 136564716
Userlevel 7
Badge +20
Same problem. Diagnostics number 1912024968

Hi ohbytheway,

Due to the nature of this issue it would be best to troubleshoot this live with our phone team. Please call us up, our phone number can be found here.
Same problem. Diagnostics number 1912024968
I was also having the issue of Alexa "not understanding". This worked for me.

Try the following:

1. Go into the Sonos App
2. Click on "More..." > Settings > Room Settings

You may see: There are mo features available for this room" next to a red dot.

3. Click on the room you have your Sonos one

You my see: Alexa is not working on all speakers. Please sign in again.

4. Tap on the message and choose: "Reauthorize Amazon Alexa in this room"

Good luck.


Great,thanks
Worked for me too
Mines going back to Best Buy and I’m sticking to my HomePod I keep getting no sound when I ask Alexa something then I get I don’t know what went wrong or sorry something went wrong please try again later. I tried everything rebooted reset the same thing this was bought on a Best Buy gift card I may as well get the regular echo with Alexa generation 2
Userlevel 7
Badge +26
Yeah, I was just missing the closing "]" on there... I fixed it.
Nice, Ryan. I think you mean contact Sonos .

🙂
Userlevel 7
Badge +26
Hi guys, if you've tried the troubleshooting steps here already, it'd be best to give us a call. The team can help look into what's going on.

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