How to Fix Alexa and Amazon Echo Not Communicating

Introduction

Usually if your Alexa app and Echo device aren't talking, the issue is that they aren't on the same Wi-Fi network. This guide will walk you through resolving any issues.

First, we're going to make sure your Echo is connected to your network.

1 Check Network

  1. Open your Alexa app.
    Amazon Alexa App icon
  2. Select the Menu.
    Amazon Alexa App Menu
  3. Select Settings.
    Amazon Alexa app settings icon
  4. Select Your Echo Device.
    Amazon Alexa list of devices
  5. Select Update Wi-Fi.
    Amazon Alexa update Wi-Fi
  6. The Wi-Fi network you're connected to will be listed.
    Amazon Alexa Wi-Fi network list

? Are you connected to your network?

  1. Yes
  2. No

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Usually if your Alexa app and Echo device aren't talking, the issue is that they aren't on the same Wi-Fi network. This guide will walk you through resolving any issues.

First, we're going to make sure your Echo is connected to your network.

  1. Open your Alexa app.
    Amazon Alexa App icon
  2. Select the Menu.
    Amazon Alexa App Menu
  3. Select Settings.
    Amazon Alexa app settings icon
  4. Select Your Echo Device.
    Amazon Alexa list of devices
  5. Select Update Wi-Fi.
    Amazon Alexa update Wi-Fi
  6. The Wi-Fi network you're connected to will be listed.
    Amazon Alexa Wi-Fi network list

To continue, we need to know what Operating System your smartphone or tablet has.

There are 2 main Operating Systems for smartphones currently available, Android and iOS.

Android Smartphone
Android smartphones are produced by multiple companies, such as Samsung, LG, Motorola, HTC, and OnePlus. Example Android home screen.
iOS Smartphone
Apple is the only company that makes iOS smartphones. Example iOS home screen.

In the following steps, we'll check the Wi-Fi network for Alexa and your mobile phone. Ensure that both are on the same network.

Make Sure Your Alexa App Is On The Correct Network

  1. Open your Alexa app.
    Amazon Alexa App icon
  2. Select the Menu.
    Amazon Alexa App Menu
  3. Select Settings.
    Amazon Alexa app settings icon
  4. Select Your Echo Device.
    Amazon Alexa list of devices
  5. Select Update Wi-Fi.
    Amazon Alexa update Wi-Fi
  6. The Wi-Fi network you're connected to will be listed.
    Amazon Alexa Wi-Fi network list

Check Wi-Fi network on an Android device

  1. Swipe down the top bar.
    Android home screen with arrow pointing down indicating to swipe down
  2. Hold down the Wi-Fi button and release it.
    Quick Settings with Wi-Fi icon highlighted
  3. Review the name of your network.
    Wi-Fi Settings with list of available networks showing
  • Turn off devices you aren't using to free up bandwidth on your network.
  • Move your Echo device closer to your router and modem if it's in a different room or blocked by an object.
  • Move your Echo device away from walls, metal objects, and other sources of possible interference (such as microwave ovens or baby monitors).
  • If your Echo device is on the floor, move it to a higher location.
  • Many Wi-Fi devices only connect to the 2 GHz channel. If multiple devices use this channel on your network, your network speed may be slower. If you have a dual-band router, you can connect your Echo devices to the less congested 5 GHz channel for better range and less interference.

The Alexa App uses the device the app is installed on to connect to Wi-Fi for both the app and the Echo. Depending on the device you use to connect to the Alexa App, you may not be able to change the Wi-Fi band.

iOS devices automatically connect to the 5GHz band, depending on the signal strength.

Changing the Wi-Fi Band on Your Android

  1. Swipe down the top bar.
    Android home screen with arrow pointing down indicating to swipe down
  2. Hold down the Wi-Fi button and release it.
    Quick Settings with Wi-Fi icon highlighted
  3. On the list of Wi-Fi networks, select the 5GHz radio. This is usually shown as your network name with 5g at the end.
    Android network list showing the 5GHz network

Changing The Wi-Fi Band on Your iOS Device

  1. Open Settings.
    iOS Settings
  2. Select Wi-Fi.
    iOS Wi-Fi settings
  3. On the list of Wi-Fi networks, select the 5GHz radio. This is usually shown as your network name with 5g at the end.
    iOS network list showing a 5g network
  1. Remove the power cable from both your modem and router.
    Modem and router power cycle procedure.

  2. Verify all lights are off on the modem and router.
  3. After 30 seconds, plug in your modem and then your router.
  4. It may take a few minutes for the internet to reconnect.

Unplug the power adapter from your Echo device for three seconds, and then plug it back in.

Amazon Echo showing the power adapter cable

In the following steps, we'll check the Wi-Fi network for Alexa and your mobile phone. Ensure that both are on the same network.

Make Sure Your Alexa App Is On The Correct Network

  1. Open your Alexa app.
    Amazon Alexa App icon
  2. Select the Menu.
    Amazon Alexa App Menu
  3. Select Settings.
    Amazon Alexa app settings icon
  4. Select Your Echo Device.
    Amazon Alexa list of devices
  5. Select Update Wi-Fi.
    Amazon Alexa update Wi-Fi
  6. The Wi-Fi network you're connected to will be listed.
    Amazon Alexa Wi-Fi network list

Check Wi-Fi network on an iOS device

  1. Tap the Settings icon.
    Home Screen with Setting icon highlighted
  2. Tap Wi-Fi.
    Settings page with Wi-Fi Highlighted
  3. Review the Network Name (SSID) to ensure it is the same.
    Wi-Fi settings with Wi-Fi toggle and list of available networks highlighted
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