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Sheri
Sheri, Technical Support Expert Consultant
Category: Consumer Electronics
Satisfied Customers: 6141
Experience:  Owner/Consultant at Computer Rescue, Inc.
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My Alexa device is not working. Its the Echo dot, smart

Customer Question

hello
JA: Hello. How can I help?
Customer: My Alexa device is not working.
JA: What's the brand and model of your product?
Customer: Its the Echo dot
JA: What have you tried so far?
Customer: smart speaker + clock
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: so it was working well then I took it abroad when I travelled. it never worked there as it was still showing that it was connected to my internet in the UK. I have brought it back to the UK now and it is still not working
Submitted: 9 days ago.
Category: Consumer Electronics
Expert:  Sheri replied 9 days ago.
Hi,

My name is Sheri.  Thank you for using JustAnswer.   I am sorry that you are experiencing this issue with your Echo dot and I will do my best to resolve it for you as quickly as possible.

Please allow me a moment to review the information you have provided so far.   Also, feel free to reply with any additional details you feel are necessary.

Thank you so much for allowing me to help you.  I appreciate your patience through this process.  My goal is to provide you with excellent service

Regards,

Sheri

Expert Level Professional Consultant with over 25 years of experience

Expert:  Sheri replied 9 days ago.

Hi.  Has anything changed on your network since it last worked on this network?

Customer: replied 9 days ago.
No I actually have another echo dot working on the same network in another room in the house
Expert:  Sheri replied 9 days ago.

Ok, just to cover all bases, let’s start with this:

First, please power off your modem, router, and any extenders. Wait 3 minutes. Next, turn them back on. Wait another 3 minutes. Then power the Echo off and back on.  Then test it.

Customer: replied 9 days ago.
I am able to get it into set up mode but usually get stuck there
Customer: replied 9 days ago.
Ok
Expert:  Sheri replied 9 days ago.

Thanks.

Customer: replied 9 days ago.
Hello again
I get the message that there was an unexpected connection drop
and that wifi is not set up
Expert:  Sheri replied 9 days ago.

Did you already go into the setup?  I sent you the steps to do a network power reset first.  Here they are again:

Ok, just to cover all bases, let’s start with this:

First, please power off your modem, router, and any extenders. Wait 3 minutes. Next, turn them back on. Wait another 3 minutes. Then power the Echo off and back on. Then test it.

Customer: replied 9 days ago.
I did a power reset
I turned off the modem and the echo dot
Expert:  Sheri replied 9 days ago.

Once it came back up, did you try it out?

Customer: replied 9 days ago.
thats when I got the message I typed above
Customer: replied 9 days ago.
the wifi is set up because the other eco dot in the living room is working
Expert:  Sheri replied 9 days ago.

I understand.  Device use ip addresses and sometime the router cache and network  have to be refreshed.  That is why I started with that step even though some of your devices were working ok on the WiFi.  Next, please click the link below and follow the steps to set Alexa (Echo) up on your WiFi network again:

https://www.amazon.com/gp/help/customer/display.html?nodeId=GKC33PUJZTSDWQK6

Customer: replied 9 days ago.
I have followed the link and the steps outlined that but I still get the message wifi is not set up for help go to your alexa app
Expert:  Sheri replied 9 days ago.

You could always delete the device from the app completely and set it up as a new device.  

Please click the link below and follow the steps after you delete it:

https://www.amazon.com/gp/help/customer/display.html?nodeId=G4J44HJJTUC3GJPK

Customer: replied 9 days ago.
ok
Expert:  Sheri replied 9 days ago.
Great, thanks.
Expert:  Sheri replied 9 days ago.

I just wanted to follow up.  Please let me know if that worked for you.

Expert:  Sheri replied 9 days ago.
I haven't heard back from you. Just reply if you need any further assistance. 

Thank you so much for allowing me to help you. I appreciate your patience through this process. My goal is to provide you with excellent service. Please feel free to reply with any questions.

Regards,

Sheri

Expert Level Professional Consultant with over 25 years of experience