Alexa Sorry What Device?
Alexa is saying ‘Sorry, which device did you mean?’ Simply repeat the name of your ecobee. If Alexa still isn’t sure which device you mean, it may be that she isn’t able to understand the name of your ecobee. Here are a few things you can do: Make sure you’re using your ecobee’s name correctly.
As the proud owner of an Amazon Echo, I can tell you that Alexa became a pretty good part of my nightly routine. The majority of the time, it makes my life easier. Once in a blue moon, though, you’ll hear it say “Sorry, something went wrong.” When this happens, we’ll have to troubleshoot ourselves before we call Amazon’s customer service.
If your Alexa device is saying ‘sorry, something went wrong’, it means your Amazon Echo device isn’t done with setup or experiencing a connection problem. Check to make sure you have an Internet connection first. Then, try restarting your modem or router. If that doesn’t work, perform a factory reset on your device, uninstall the Alexa app and reinstall it.
Trying to deal with an Amazon hub that isn’t working can be a nightmare. I totally understand as I have been there myself. I’m going to try to make it less of one for you with a quick guide. Do You Need a Smart Home System Installation or Service? Get free, zero-commitment quotes from pro contractors near you.
How to fix Alexa beam not working?
+20
- Senior Virtuoso
- 4149 replies
Hi If you open the Alexa App>Settings it will show the status of all Alexa devices. Sometimes opening the Alexa app in a browser (www.alexa.com or www.alexa.co.uk) will sort this problem and the device will switch to on-line. Remember: Sometimes Red Wine helps 🙂 +2
- Collaborator II
- 32 replies
- Answer
Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos I experienced the same problem.
- Sorry, that device is offline” with my Sonos One.
- I solved the issue by going to alexa.amazon.com, logging in and selecting Skills.
- I enabled the Sonos skill, then clicked discover devices.
- I was back in business after that.
- For some reason I had to do this process online rather than via the Alexa app.
Technology. love it. hate it. C’est la vie! I had the same problem. It turns out I hadn’t logged back in again on the Sonos app after updating it. So go to settings and check you are logged in under account settings. Good luck Check to make sure the speaker button on the top of the Sonos speaker is on.
Mine was off and as soon as I turned it on the problem was solved! ? I experienced the same problem. “sorry, that device is offline” with my Sonos One. I solved the issue by going to alexa.amazon.com, logging in and selecting Skills. I enabled the Sonos skill, then clicked discover devices. I was back in business after that.
For some reason I had to do this process online rather than via the Alexa app. Technology. love it. hate it. C’est la vie! It helped to solve the problem, thank you! Within the Alexa app select the zone/room in question. Within the next menu there is a preferred speaker that must be identified. Often times the app will recognize the room, but you still need to assign a speaker. Once the speaker is selected and saved within the Alexa app for that particular room, it will play just fine. +11 @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Help others find useful content by clicking the like button and selecting best answer to your question. @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Yes. I have multiple Alex devices throughout, in each room, as well as multiple Sonos speakers. +11 Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa from another site? Help others find useful content by clicking the like button and selecting best answer to your question. Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa in a different street address? No. Just one apartment. +11 In that case, try these steps below:
- Disable the Sonos Skill within the Alexa app. Do not re-enable the skill just yet.
- Next, open the Sonos app to remove Alexa voice services as well.
- Log out of all Amazon Apps on the mobile device, i.e. Amazon Shopping App, Alexa App, Amazon.com and Amazon Music.
- Go through the Alexa Setup in Sonos again.
- Follow the prompts to set up voice services which will require you log in your Amazon account, to link them together.
- If that’s all worked you should hear the Sonos One say “Hello”. Try asking it to play something like a radio station (Radio by TuneIn is enabled by default) and see if that works.
- If this does not work, or you are getting stuck at any stage, please post a diagnostic confirmation number and describe how/where it went wrong.
Keep me posted whether or not this helps. Help others find useful content by clicking the like button and selecting best answer to your question. THANK YOU!!! I tried other suggestions, but only this worked. Have had this issue for a while. Closing and exiting everything as you noted, was the only thing that worked. Now my MOVE is working like a charm. Thank you very very much!!! +11 No problem at all! Help others find useful content by clicking the like button and selecting best answer to your question. I tried everything you said, joined Alexa with my sonos and it said hello and speaks to me but when I ask it to play my music it says “playing songs in your library, sorry this device is offline”. what do I do? +21
- Senior Virtuoso
- 2294 replies
Tried it and didn’t work, and I’ve tried so many other things aswell +11 @archiekilp, do you have Alexa and/or Sonos setup at multiple locations or addresses? Alexa can have trouble with multiple locations on the same account. Help others find useful content by clicking the like button and selecting best answer to your question. +11 @Treble I am sorry to hear about your issue. Can you tell me if you have Alexa and/or Sonos setup at multiple addresses under the same account? Help others find useful content by clicking the like button and selecting best answer to your question.
- I’m having the same issue I am having trouble getting Alexa to work properly.
- I have gone through the forums here and have tried disconnecting and connecting Sonos and Alexa many times but Alexa just refuses to work.
- Alexa is enabled on my Sonos but it doesn’t do anything.
- When I ask what time it is, the time is wrong (1hr later than my time) and when I ask to play music by saying “Alexa play music”, it just says “sorry that device is offline”.
What I really want is SiriusXM but when I ask Alexa to play SiriusXM it just says the app is not enabled (even though it is and is working fine on my other Amazon branded devices). please help! I submitted diagnostics via the app with confirmation number 680562498. +16
- Retired Sonos Staff
- 1500 replies
Hi @tangfj, thank you for reaching out to the Sonos Community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this. I’d like to ask some questions to isolate the issue so we can create a path towards resolution.
- Open the Alexa app on your iOS or Android device.
- Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill,
- Deregister your Sonos speaker from Alexa by following the instructions on Amazon’s website: Deregistering a device,
- Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa,
- Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
- To sign out of the Amazon mobile app:
- On Android devices, open the app and tap Menu > Your Account > Sign Out,
- On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > “Not ?”
- To sign out of the Amazon mobile app:
- Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
- Once completed, try giving Alexa another command.
If you’re still having the same issue after checking the steps above, I recommend contacting our Sonos Customer Care support to remotely connecting to your device to further assist you with this and to provide the best option for you. Please feel free to reach out in the future if you have any other questions. Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos This process fixed my issue; thanks for sharing
How do I log out of Amazon Alexa?
+20
- Senior Virtuoso
- 4149 replies
Hi If you open the Alexa App>Settings it will show the status of all Alexa devices. Sometimes opening the Alexa app in a browser (www.alexa.com or www.alexa.co.uk) will sort this problem and the device will switch to on-line. Remember: Sometimes Red Wine helps 🙂 +2
- Collaborator II
- 32 replies
- Answer
Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos I experienced the same problem.
- Sorry, that device is offline” with my Sonos One.
- I solved the issue by going to alexa.amazon.com, logging in and selecting Skills.
- I enabled the Sonos skill, then clicked discover devices.
- I was back in business after that.
- For some reason I had to do this process online rather than via the Alexa app.
Technology. love it. hate it. C’est la vie! I had the same problem. It turns out I hadn’t logged back in again on the Sonos app after updating it. So go to settings and check you are logged in under account settings. Good luck Check to make sure the speaker button on the top of the Sonos speaker is on.
- Mine was off and as soon as I turned it on the problem was solved! ? I experienced the same problem.
- Sorry, that device is offline” with my Sonos One.
- I solved the issue by going to alexa.amazon.com, logging in and selecting Skills.
- I enabled the Sonos skill, then clicked discover devices.
- I was back in business after that.
For some reason I had to do this process online rather than via the Alexa app. Technology. love it. hate it. C’est la vie! It helped to solve the problem, thank you! Within the Alexa app select the zone/room in question. Within the next menu there is a preferred speaker that must be identified. Often times the app will recognize the room, but you still need to assign a speaker. Once the speaker is selected and saved within the Alexa app for that particular room, it will play just fine. +11 @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Help others find useful content by clicking the like button and selecting best answer to your question. @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Yes. I have multiple Alex devices throughout, in each room, as well as multiple Sonos speakers. +11 Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa from another site? Help others find useful content by clicking the like button and selecting best answer to your question. Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa in a different street address? No. Just one apartment. +11 In that case, try these steps below:
- Disable the Sonos Skill within the Alexa app. Do not re-enable the skill just yet.
- Next, open the Sonos app to remove Alexa voice services as well.
- Log out of all Amazon Apps on the mobile device, i.e. Amazon Shopping App, Alexa App, Amazon.com and Amazon Music.
- Go through the Alexa Setup in Sonos again.
- Follow the prompts to set up voice services which will require you log in your Amazon account, to link them together.
- If that’s all worked you should hear the Sonos One say “Hello”. Try asking it to play something like a radio station (Radio by TuneIn is enabled by default) and see if that works.
- If this does not work, or you are getting stuck at any stage, please post a diagnostic confirmation number and describe how/where it went wrong.
Keep me posted whether or not this helps. Help others find useful content by clicking the like button and selecting best answer to your question. THANK YOU!!! I tried other suggestions, but only this worked. Have had this issue for a while. Closing and exiting everything as you noted, was the only thing that worked. Now my MOVE is working like a charm. Thank you very very much!!! +11 No problem at all! Help others find useful content by clicking the like button and selecting best answer to your question. I tried everything you said, joined Alexa with my sonos and it said hello and speaks to me but when I ask it to play my music it says “playing songs in your library, sorry this device is offline”. what do I do? +21
- Senior Virtuoso
- 2294 replies
Tried it and didn’t work, and I’ve tried so many other things aswell +11 @archiekilp, do you have Alexa and/or Sonos setup at multiple locations or addresses? Alexa can have trouble with multiple locations on the same account. Help others find useful content by clicking the like button and selecting best answer to your question. +11 @Treble I am sorry to hear about your issue. Can you tell me if you have Alexa and/or Sonos setup at multiple addresses under the same account? Help others find useful content by clicking the like button and selecting best answer to your question.
I’m having the same issue I am having trouble getting Alexa to work properly. I have gone through the forums here and have tried disconnecting and connecting Sonos and Alexa many times but Alexa just refuses to work. Alexa is enabled on my Sonos but it doesn’t do anything. when I ask what time it is, the time is wrong (1hr later than my time) and when I ask to play music by saying “Alexa play music”, it just says “sorry that device is offline”.
What I really want is SiriusXM but when I ask Alexa to play SiriusXM it just says the app is not enabled (even though it is and is working fine on my other Amazon branded devices). please help! I submitted diagnostics via the app with confirmation number 680562498. +16
- Retired Sonos Staff
- 1500 replies
Hi @tangfj, thank you for reaching out to the Sonos Community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this. I’d like to ask some questions to isolate the issue so we can create a path towards resolution.
- Open the Alexa app on your iOS or Android device.
- Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill,
- Deregister your Sonos speaker from Alexa by following the instructions on Amazon’s website: Deregistering a device,
- Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa,
- Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
- To sign out of the Amazon mobile app:
- On Android devices, open the app and tap Menu > Your Account > Sign Out,
- On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > “Not ?”
- To sign out of the Amazon mobile app:
- Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
- Once completed, try giving Alexa another command.
If you’re still having the same issue after checking the steps above, I recommend contacting our Sonos Customer Care support to remotely connecting to your device to further assist you with this and to provide the best option for you. Please feel free to reach out in the future if you have any other questions. Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos This process fixed my issue; thanks for sharing
How do I deregister my Sonos speaker from Alexa?
+20
- Senior Virtuoso
- 4149 replies
Hi If you open the Alexa App>Settings it will show the status of all Alexa devices. Sometimes opening the Alexa app in a browser (www.alexa.com or www.alexa.co.uk) will sort this problem and the device will switch to on-line. Remember: Sometimes Red Wine helps 🙂 +2
- Collaborator II
- 32 replies
- Answer
Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos I experienced the same problem.
Sorry, that device is offline” with my Sonos One. I solved the issue by going to alexa.amazon.com, logging in and selecting Skills. I enabled the Sonos skill, then clicked discover devices. I was back in business after that. For some reason I had to do this process online rather than via the Alexa app.
Technology. love it. hate it. C’est la vie! I had the same problem. It turns out I hadn’t logged back in again on the Sonos app after updating it. So go to settings and check you are logged in under account settings. Good luck Check to make sure the speaker button on the top of the Sonos speaker is on.
Mine was off and as soon as I turned it on the problem was solved! ? I experienced the same problem. “sorry, that device is offline” with my Sonos One. I solved the issue by going to alexa.amazon.com, logging in and selecting Skills. I enabled the Sonos skill, then clicked discover devices. I was back in business after that.
For some reason I had to do this process online rather than via the Alexa app. Technology. love it. hate it. C’est la vie! It helped to solve the problem, thank you! Within the Alexa app select the zone/room in question. Within the next menu there is a preferred speaker that must be identified. Often times the app will recognize the room, but you still need to assign a speaker. Once the speaker is selected and saved within the Alexa app for that particular room, it will play just fine. +11 @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Help others find useful content by clicking the like button and selecting best answer to your question. @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Yes. I have multiple Alex devices throughout, in each room, as well as multiple Sonos speakers. +11 Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa from another site? Help others find useful content by clicking the like button and selecting best answer to your question. Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa in a different street address? No. Just one apartment. +11 In that case, try these steps below:
- Disable the Sonos Skill within the Alexa app. Do not re-enable the skill just yet.
- Next, open the Sonos app to remove Alexa voice services as well.
- Log out of all Amazon Apps on the mobile device, i.e. Amazon Shopping App, Alexa App, Amazon.com and Amazon Music.
- Go through the Alexa Setup in Sonos again.
- Follow the prompts to set up voice services which will require you log in your Amazon account, to link them together.
- If that’s all worked you should hear the Sonos One say “Hello”. Try asking it to play something like a radio station (Radio by TuneIn is enabled by default) and see if that works.
- If this does not work, or you are getting stuck at any stage, please post a diagnostic confirmation number and describe how/where it went wrong.
Keep me posted whether or not this helps. Help others find useful content by clicking the like button and selecting best answer to your question. THANK YOU!!! I tried other suggestions, but only this worked. Have had this issue for a while. Closing and exiting everything as you noted, was the only thing that worked. Now my MOVE is working like a charm. Thank you very very much!!! +11 No problem at all! Help others find useful content by clicking the like button and selecting best answer to your question. I tried everything you said, joined Alexa with my sonos and it said hello and speaks to me but when I ask it to play my music it says “playing songs in your library, sorry this device is offline”. what do I do? +21
- Senior Virtuoso
- 2294 replies
Tried it and didn’t work, and I’ve tried so many other things aswell +11 @archiekilp, do you have Alexa and/or Sonos setup at multiple locations or addresses? Alexa can have trouble with multiple locations on the same account. Help others find useful content by clicking the like button and selecting best answer to your question. +11 @Treble I am sorry to hear about your issue. Can you tell me if you have Alexa and/or Sonos setup at multiple addresses under the same account? Help others find useful content by clicking the like button and selecting best answer to your question.
- I’m having the same issue I am having trouble getting Alexa to work properly.
- I have gone through the forums here and have tried disconnecting and connecting Sonos and Alexa many times but Alexa just refuses to work.
- Alexa is enabled on my Sonos but it doesn’t do anything.
- When I ask what time it is, the time is wrong (1hr later than my time) and when I ask to play music by saying “Alexa play music”, it just says “sorry that device is offline”.
What I really want is SiriusXM but when I ask Alexa to play SiriusXM it just says the app is not enabled (even though it is and is working fine on my other Amazon branded devices). please help! I submitted diagnostics via the app with confirmation number 680562498. +16
- Retired Sonos Staff
- 1500 replies
Hi @tangfj, thank you for reaching out to the Sonos Community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this. I’d like to ask some questions to isolate the issue so we can create a path towards resolution.
- Open the Alexa app on your iOS or Android device.
- Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill,
- Deregister your Sonos speaker from Alexa by following the instructions on Amazon’s website: Deregistering a device,
- Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa,
- Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
- To sign out of the Amazon mobile app:
- On Android devices, open the app and tap Menu > Your Account > Sign Out,
- On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > “Not ?”
- To sign out of the Amazon mobile app:
- Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
- Once completed, try giving Alexa another command.
If you’re still having the same issue after checking the steps above, I recommend contacting our Sonos Customer Care support to remotely connecting to your device to further assist you with this and to provide the best option for you. Please feel free to reach out in the future if you have any other questions. Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos This process fixed my issue; thanks for sharing
How to check Alexa device status?
+20
- Senior Virtuoso
- 4149 replies
Hi If you open the Alexa App>Settings it will show the status of all Alexa devices. Sometimes opening the Alexa app in a browser (www.alexa.com or www.alexa.co.uk) will sort this problem and the device will switch to on-line. Remember: Sometimes Red Wine helps 🙂 +2
- Collaborator II
- 32 replies
- Answer
Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos I experienced the same problem.
- Sorry, that device is offline” with my Sonos One.
- I solved the issue by going to alexa.amazon.com, logging in and selecting Skills.
- I enabled the Sonos skill, then clicked discover devices.
- I was back in business after that.
- For some reason I had to do this process online rather than via the Alexa app.
Technology. love it. hate it. C’est la vie! I had the same problem. It turns out I hadn’t logged back in again on the Sonos app after updating it. So go to settings and check you are logged in under account settings. Good luck Check to make sure the speaker button on the top of the Sonos speaker is on.
- Mine was off and as soon as I turned it on the problem was solved! ? I experienced the same problem.
- Sorry, that device is offline” with my Sonos One.
- I solved the issue by going to alexa.amazon.com, logging in and selecting Skills.
- I enabled the Sonos skill, then clicked discover devices.
- I was back in business after that.
For some reason I had to do this process online rather than via the Alexa app. Technology. love it. hate it. C’est la vie! It helped to solve the problem, thank you! Within the Alexa app select the zone/room in question. Within the next menu there is a preferred speaker that must be identified. Often times the app will recognize the room, but you still need to assign a speaker. Once the speaker is selected and saved within the Alexa app for that particular room, it will play just fine. +11 @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Help others find useful content by clicking the like button and selecting best answer to your question. @steviez Do you currently have Alexa setup in multiple locations under the same Amazon account? Yes. I have multiple Alex devices throughout, in each room, as well as multiple Sonos speakers. +11 Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa from another site? Help others find useful content by clicking the like button and selecting best answer to your question. Sorry for the confusion. When I mentioned multiple locations, I’ve meant if you also use Alexa in a different street address? No. Just one apartment. +11 In that case, try these steps below:
- Disable the Sonos Skill within the Alexa app. Do not re-enable the skill just yet.
- Next, open the Sonos app to remove Alexa voice services as well.
- Log out of all Amazon Apps on the mobile device, i.e. Amazon Shopping App, Alexa App, Amazon.com and Amazon Music.
- Go through the Alexa Setup in Sonos again.
- Follow the prompts to set up voice services which will require you log in your Amazon account, to link them together.
- If that’s all worked you should hear the Sonos One say “Hello”. Try asking it to play something like a radio station (Radio by TuneIn is enabled by default) and see if that works.
- If this does not work, or you are getting stuck at any stage, please post a diagnostic confirmation number and describe how/where it went wrong.
Keep me posted whether or not this helps. Help others find useful content by clicking the like button and selecting best answer to your question. THANK YOU!!! I tried other suggestions, but only this worked. Have had this issue for a while. Closing and exiting everything as you noted, was the only thing that worked. Now my MOVE is working like a charm. Thank you very very much!!! +11 No problem at all! Help others find useful content by clicking the like button and selecting best answer to your question. I tried everything you said, joined Alexa with my sonos and it said hello and speaks to me but when I ask it to play my music it says “playing songs in your library, sorry this device is offline”. what do I do? +21
- Senior Virtuoso
- 2294 replies
Tried it and didn’t work, and I’ve tried so many other things aswell +11 @archiekilp, do you have Alexa and/or Sonos setup at multiple locations or addresses? Alexa can have trouble with multiple locations on the same account. Help others find useful content by clicking the like button and selecting best answer to your question. +11 @Treble I am sorry to hear about your issue. Can you tell me if you have Alexa and/or Sonos setup at multiple addresses under the same account? Help others find useful content by clicking the like button and selecting best answer to your question.
- I’m having the same issue I am having trouble getting Alexa to work properly.
- I have gone through the forums here and have tried disconnecting and connecting Sonos and Alexa many times but Alexa just refuses to work.
- Alexa is enabled on my Sonos but it doesn’t do anything.
- When I ask what time it is, the time is wrong (1hr later than my time) and when I ask to play music by saying “Alexa play music”, it just says “sorry that device is offline”.
What I really want is SiriusXM but when I ask Alexa to play SiriusXM it just says the app is not enabled (even though it is and is working fine on my other Amazon branded devices). please help! I submitted diagnostics via the app with confirmation number 680562498. +16
- Retired Sonos Staff
- 1500 replies
Hi @tangfj, thank you for reaching out to the Sonos Community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this. I’d like to ask some questions to isolate the issue so we can create a path towards resolution.
- Open the Alexa app on your iOS or Android device.
- Open the menu in the top left and tap on Skills & Games > Your Skills > Sonos > Disable Skill,
- Deregister your Sonos speaker from Alexa by following the instructions on Amazon’s website: Deregistering a device,
- Disable Voice Control in the Sonos app. From the Settings tab, tap Services and select Amazon Alexa under Voice. Select the voice-enabled speaker from the list of Sonos Products, and tap Remove Alexa,
- Log out of all Amazon Apps on the mobile device, including the Amazon app, Alexa app and Amazon.com in your mobile browser.
- To sign out of the Amazon mobile app:
- On Android devices, open the app and tap Menu > Your Account > Sign Out,
- On iOS devices, open the app and tap the menu icon in the top-left corner, and then choose Settings > “Not ?”
- To sign out of the Amazon mobile app:
- Using the Sonos app, complete Alexa setup again. Follow the steps to log into the appropriate Amazon account when prompted to do so.
- Once completed, try giving Alexa another command.
If you’re still having the same issue after checking the steps above, I recommend contacting our Sonos Customer Care support to remotely connecting to your device to further assist you with this and to provide the best option for you. Please feel free to reach out in the future if you have any other questions. Disable the sonos skill in the alexa app then re-enable it. I had the issue when setting up the beam and that fixed it. Moderator Note: If the information listed here did not resolve your issue, try this topic: Resolving the Majority of Issues with Alexa on Sonos This process fixed my issue; thanks for sharing