The Alexa app's screen displays "Device is unresponsive"?
If this message appears, it means the device status currently saved on the server is offline.
It is recommended that you switch your phone's network to 4G and enter the device's app (non-Alexa app) to view the device's status.
If you find the device is offline, you can try the following troubleshooting method:
1. Please confirm whether the device is energized; Please confirm whether the device or the network has been cut off. If so, there is a process to go online. Please check whether it is online after 2 minutes. Please confirm the network is stable.
NOTE：Check methods - put the phone or Ipad beside your device and make sure they’re in the same network environment, try to open a website to judge if the network can be used.
2. Confirm whether the home Wi-Fi network is normal, or whether the Wi-Fi name and password have been modified. If so, remove the device and add it again.
NOTE: 5G wifi is temporarily not supported, only 2.4G wifi can be used.
3. If the network is normal, but the device is still offline, check if there are too many Wi-Fi connections. Please try to restart the router, wait 3 minutes and observe the status of the device; Check if the firmware is the latest version.
NOTE: To check this on the app, please tap the device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device setting page. Tap device update.
4. If all is normal after checking, we recommend that you remove the device and add it again.
NOTE：Device Removal Method: Open the App and enter the device control page, click the "..." button, which is in the top right corner, and click on the bottom of the page "remove device"
If you still have questions or concerns, please reach out to our customer support for further assistance. Your security and satisfaction are our top priorities.
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