Echo & Alexa User Discussions and Support Forums

General Category => Echo Technical Support => Topic started by: Klecrone on June 12, 2015, 03:53:59 pm

Title: Echo wont connect to wifi
Post by: Klecrone on June 12, 2015, 03:53:59 pm
I received my echo yesterday and cannot get it to connect to my WiFi. I have tried all of the trouble shooting steps and no luck. I killed the WiFi from my phone and tablet and reconnected them in the same location as the Echo and they came up fine. I ran a speed test with my phone on the Echo. Download speed of 15mbs. Any suggestions?
Title: Re: Echo wont connect to wifi
Post by: jwlv on June 12, 2015, 04:08:51 pm
You'll probably get help fastest by calling Amazon support directly.
Go here: https://www.amazon.com/gp/help/customer/contact-us
Login if you have to.
Then click on the Fire and Kindle button (Amazon put the Echo in the same category as Fire & Kindle)
The rest is self-explanatory. They're pretty quick to answer phone calls. You won't have to wait on hold for 3 hours like some other companies.
Title: Re: Echo wont connect to wifi
Post by: AquabatX on June 12, 2015, 04:35:18 pm
You can also reach Amazon Echo Customer Support by phone directly and toll-free at 1-877-375-9365. We're available from 3 a.m. to 10 p.m Pacific time, seven days a week.
Title: Re: Echo wont connect to wifi
Post by: ScarlettPhoenix on June 13, 2015, 07:06:09 am
You can also reach Amazon Echo Customer Support by phone directly and toll-free at 1-877-375-9365. We're available from 3 a.m. to 10 p.m Pacific time, seven days a week.

We're?  Are you Amazon CS just lurking around here?  That's wonderful. I was wondering when someone from CS would come up for air.  :)
Title: Re: Echo wont connect to wifi
Post by: AquabatX on June 13, 2015, 08:11:58 am
 ;)
Title: Re: Echo wont connect to wifi
Post by: crewdog on June 20, 2015, 03:28:10 pm
I also had a problem when I was trying to set the Echo up. It wouldn't connect to my wifi (802.11n network).

Turned out that the echo was TOO close to the router.
Moved it a few feet away and connected without a problem.
(Need to get some lead underwear when around the router...)  :o
Title: Re: Echo wont connect to wifi
Post by: lroux on July 06, 2015, 10:10:55 am
I originally had an issue where the Echo wouldn't connect to my wifi at first too.  I have a strong signal in the house and all other devices connect fine.  After about 5 tries it suddenly connected.  I suggest to keep trying.
Title: Re: Echo wont connect to wifi
Post by: Bcmg82 on July 17, 2015, 10:23:54 am
Did you finally get your echo to connect?
Title: Re: Echo wont connect to wifi
Post by: lisajuly on August 27, 2015, 02:26:20 pm
reset...paperclip in bottom of unit. reset.  hold for 5 seconds.  magic, works!
Title: Re: Echo wont connect to wifi
Post by: watchdog on September 02, 2015, 10:44:12 pm
I wrestled with this several times. Trying to connect to my guest-connection - which requires a password - but the box for inserting a password doesn't come up.

CS suggested modifying the MAC table with ECHO's MAC address set as always allow. If I do that, do I then have to set up all my allowed devices in the table?

Seems like the ECHO should detect the need for a password and open the box for login thru the ECHO app.
Title: Re: Echo wont connect to wifi
Post by: chuque on October 06, 2015, 07:20:08 pm
I too am having issues connecting to my wifi.  my password includes special chars (* seems to be the offending one)  which has never been an issue in the past. but in testing why it kept erroring out I created a guest network with just letters and numbers connected right up. can anyone verify that for some reason the echo has issues with * in the password when no other device I have has had such issue?
Title: Re: Echo wont connect to wifi
Post by: HockeyGuy in Texas on December 11, 2015, 08:25:29 pm
I live in Austin, TX and have service with AT&T | U-verse with AT&T GigaPower. My router/modem is capable of using both 2.4GHz and 5GHz frequencies. The Amazon Echo device cannot connect via WiFi unless the 2.4GHz and 5GHz frequencies are assigned different home network names. After calling AT&T tech support and renaming my 5GHz network, I could immediately connect to that network.
Title: Re: Echo wont connect to wifi
Post by: mike27oct on December 11, 2015, 09:47:02 pm
You likely would be better off using 2.4G for the Echo, because that freq has longer range and depending upon where your router and Echo are relatively located, you might get a stronger signal from 2.4. I do, so my Echo is on 2.4G with other "slower" devices. Besides, the Echo does not require higher bandwidth, since it only streams music.  Video streaming of HD, on the other hand, does require higher bandwidth, and is why 5G was created.  Now that you can differentiate between the two, use any wireless video streaming to devices using the 5G.  I do.  In fact, I don't even allow my phone and tablet to connect to my 2.4G; only to 5G.
Title: Re: Echo wont connect to wifi
Post by: randytho on December 23, 2015, 09:00:43 am
I received my echo yesterday and cannot get it to connect to my WiFi. I have tried all of the trouble shooting steps and no luck. I killed the WiFi from my phone and tablet and reconnected them in the same location as the Echo and they came up fine. I ran a speed test with my phone on the Echo. Download speed of 15mbs. Any suggestions?

My echo was working perfectly then poof. Lost connection and now will NOT connect.  I was told to reset, which I did of course this deregisters your echo then before you can register it again and SEE it on your amazon devices it must be connected...which of course it won't do.  Yes I've rebooted the router and the machine but now the Alex app won't even see ANY wifi connections.  Called Amazon and after 4 offshore techs kept transferring me to different lines, one finally said Echo support is closed today... this is Wednesday morning and their hours list them as open.  Frankly I think it was an update and they KNOW it was bad. This thing will go back it was a nice thought, but it's a piece of crap.
Title: Re: Echo wont connect to wifi
Post by: MarkHawley on December 25, 2015, 05:56:00 pm
Christmas Day 2015  - My new Amazon Echo would not connect to my wifi.  I could connect the phone app to the Echo just fine, but the Echo would not connect to my wi-fi router although other devices would.  My wi-fi router has a password set.  After much searching on the internet and trying resetting, clearing app cache, browser cache, restting the Echo to factory settings using a paper clip on the bottom access hole, etc., I found one suggestion (above, from HockeyGuy In Texas) that allowed the Echo to immediately work. 
My router has both 2.4Ghz and 5.0Ghz frequencies available.  BOTH were set with the SAME network name.  After changing the 2.4Ghz network name to be DIFFERENT (for example 5.0Ghz network name = "NETWORK" and 2.4Ghz network name = "NETWORK-2.4"), the Echo was able to connect to 2.4Ghz channel wi-fi without any problem!  The Echo gets confused when both network names are the same.  Dual-frequency routers are very common today, so you may not even be aware that yours is that way.  You need to connect to your router and use your administrative access to change the network names.
Title: Re: Echo wont connect to wifi
Post by: mike27oct on December 25, 2015, 08:44:51 pm
Actually, this should not confuse any wireless device like an Echo; the device will connect to either based upon the strongest signal.  This said, since day one, I named my signals "my network"_2.4G and "my network"_5G. So I could tell them apart since I always wanted to be connected to one or the other.  Since I do a lot of streaming of video, I always want to be on the 5G signal.  The Echo is less demanding, so it is on the 2.4G signal.  I even have a range extender for both bands, and it's name ends with _EXT because I want my FIre Stick on 5G, but not the main signal.  I don't even let my phone or tablets connect to 2.4G ever; always on the 5G.
Title: Re: Echo wont connect to wifi
Post by: Louzilla on January 04, 2016, 12:06:59 am
Having the same problem.  I have a Netgear 2.4 and 5G wifi router.  Echo tech support told me to change the security setting from WPA2-PSK [AES] to WPA-PSK [TKIP] but my router wont allow me to make the change for some reason.  I was told to call Netgear and see why I can't make the change.  He had no other solutions.  Very frustrated.   >:(
Title: Re: Echo wont connect to wifi
Post by: Louzilla on January 04, 2016, 12:56:33 am
Having the same problem.  I have a Netgear 2.4 and 5G wifi router.  Echo tech support told me to change the security setting from WPA2-PSK [AES] to WPA-PSK [TKIP] but my router wont allow me to make the change for some reason.  I was told to call Netgear and see why I can't make the change.  He had no other solutions.  Very frustrated.   >:(

I created a secure Guest Network with WPA-PSK and BINGO it connected. 
Title: Re: Echo wont connect to wifi
Post by: mike27oct on January 04, 2016, 03:45:22 am
Glad it worked for you. but just because it worked is not the best option.  My Echo gets on my "regular" 2.4 signal as well as on my Guest signal and they are set up exactly the same except for the passwords.

A few years ago when I set up my dual-band N router that replaced the old trusty G router, I quickly discovered that setting up the new router's various wireless settings was a foreign language to me.  So I dug in and did some research.  I experimented with various options.  I found that to make the router work with legacy G and even B devices there was a price to pay in speed and security.

Since our house was now full of newer laptops, numerous mobile devices like iThings, Kindle tablet and other similar gadgets (that keep appearing!), they all had one thing in common.  They were all N devices.  We really were not using older devices anymore.

So, at that point, I settled on restricting the router to:
Wireless Mode setting of "N Only"  goodbye to anything less
Authentication Method at the highest level of: WPA2 Personal
Which then enabled me to set the highest level, of
WPA Encryption to only be AES 
Both 2.4G and 5G use these settings.

It's been set this way for a few years now, and no more experimenting with settings.  It works great for our gadgets and for everyone with N gear who visits us.  And remember, these settings maximize the performance of N gadgets so they attain their full wireless speed and security potential when on my network.

Want more info and proof: just Google for AES vs PSK and the first few articles help to understand this stuff.
Title: Re: Echo wont connect to wifi
Post by: drbucknell on May 27, 2016, 11:27:09 pm
Big hint that took me HOURS to figure out but finally worked.  I have Mediacom, and could not get my new Echo to accept password whatsoever.  Called tech support and they thought it was because I had a # in the password which I changed and still nothing.  Finally from within my router's control panel there is an option "Network Assigned to Radio" with both a 2.4GHz and a 5GHz box checked.  I unchecked the 5GHz box and once setting saved the Echo FINALLY accepted my password and connected!  No clue why it worked but it did, maybe someone else can explain as I just got lucky.  As I didn't see any suggestion for this anywhere I figured I'd better leave it in comments for others.
Title: Re: Echo wont connect to wifi
Post by: mike27oct on May 28, 2016, 03:26:35 am
Many dual band routers set up by owners and ISPs in the past years were not set up to distinguish between the 2.4G band and the 5G bands by using distinct names.  More recently owners and ISPs are using distinct names for the two router signals.  So, now when connecting devices one can select which Band to use for specific purposes.  Devices that require fastest band , the 5G, like for streaming video need to always be on this band so they are set up for it.  Devices that do not require the higher speeds should be on the 2.4G band, this includes the Echo devices because even music streaming does not require anywhere the bandwidth HD video needs

also, some devices can get confused if they do not have a distinct band to connect to as they can often switch between the bands depending upon varying signal strengths. This could be the case with the Echo under certain conditions.

So. Use distinct names such as MyNetwork_2.4G and MyNetwork_5G.  Use the 2.4G network for connecting Echos, And the 5G to connect tablets that will be streaming videos. Works great for my gear, and I have over 30 devices connected to my network and over half operate wirelessly, and others are wired to the network.  I have no wireless connection issues.
Title: Re: Echo wont connect to wifi
Post by: Raven_Squire on July 02, 2016, 11:41:15 pm
We've had an Echo and an Echo Dot for some time now, they were both set up without a problem.  A few days ago our router had a problem and when it was all said and done, neither the echo or the dot would reconnect.  After reading the suggestions in this thread, I was able to reconnect the dot by resetting it, deleting the alexa app and reinstalling it.  However, no amount of trying could make the echo reconnect.  After struggling for days, I realized that in resolving the router issue, we basically had to re-enter it as though it were a new router.  Same password, but the name slightly changed because I didn't pay attention to how the system set it up (we have it listed as "ourlinksys.b.4" whereas the "new" router was listed as linksys.b.4".  Once I changed the router name to "ourlinkysy..." echo connected right up without a problem.  Of course that threw the dot off the grid, but it connected up quickly and easily as well. 

I don't wish anyone Echo/dot connection problems.  They are frustrating and time consuming to say the least.
Title: Re: Echo wont connect to wifi
Post by: DParker on July 03, 2016, 01:03:07 am
We've had an Echo and an Echo Dot for some time now, they were both set up without a problem.  A few days ago our router had a problem and when it was all said and done, neither the echo or the dot would reconnect.  After reading the suggestions in this thread, I was able to reconnect the dot by resetting it, deleting the alexa app and reinstalling it.  However, no amount of trying could make the echo reconnect.  After struggling for days, I realized that in resolving the router issue, we basically had to re-enter it as though it were a new router.  Same password, but the name slightly changed because I didn't pay attention to how the system set it up (we have it listed as "ourlinksys.b.4" whereas the "new" router was listed as linksys.b.4".  Once I changed the router name to "ourlinkysy..." echo connected right up without a problem.  Of course that threw the dot off the grid, but it connected up quickly and easily as well. 

I don't wish anyone Echo/dot connection problems.  They are frustrating and time consuming to say the least.

The part in red means that this wasn't an Echo/Dot connection problem.  This was a "changed my Router's SSID and didn't tell the Echo/Dot about it" problem.  Anything else you had connected to the router prior the SSID change would have had exactly the same problem.
Title: Re: Echo wont connect to wifi
Post by: Yoda_One on July 03, 2016, 09:23:03 am
You have learned a vital lesson. In this field you learn always start with what was modified and work backwards. Never assume anything. When troubleshooting especially when I would enter a client's domain, I would asked first for the documentation, all passwords and modifications/changes.
Title: Re: Echo wont connect to wifi
Post by: mike27oct on July 03, 2016, 04:22:35 pm
Also, when I was fixing high-tech military electronic gear, never assume the device indicating the problem IS THE CAUSE of the problem, e.g. printer output is garbled or non-existent.  Bingo, bad printer, of course.  Nope, bad input to printer; find the source of the bad printer input, and you have found the cause of the problem. 
Garbage in, garbage out.
Title: Re: Echo wont connect to wifi
Post by: FSU_JAGS on October 21, 2016, 07:09:51 pm
Just received my DOTs and was having trouble with them connecting to my wifi... a bit of a different issue maybe but could be of use to someone.  When trying to setup wifi through my Alexa App it would get to configure wifi and the screen just stayed blank.

1.  I had to connect my phone with the Alexa app to the wifi the DOT was putting out
2.  I had to disable the Smart Network Switch on my phone (automatically switches between wi-fi and mobile networks, and between 2.4 and 5.0GHz.

As soon as I disabled that switch, the Alexa app went from a blank white screen to the find a new network screen,  and all was well thereafter.
Title: Re: Echo wont connect to wifi
Post by: mike27oct on October 21, 2016, 11:18:00 pm
Sounds like a (Samsung?) phone issue again.
Title: Re: Echo wont connect to wifi
Post by: Tri_04 on October 23, 2016, 03:49:05 pm
Bought an echo on a visit to New York and back in Monaco I can't get it to connect to wifi :(

On the app I get to the screen where I switch to Amazon-xxx wifi network, and the phone/tablet/PC (I have tried them all) connects with Echo immediately. But then I don't get the "continue" tab on the screen so the only choice I get is to cancel the setup.

Help!
Title: Re: Echo wont connect to wifi
Post by: mindmagic on October 24, 2016, 05:23:00 am
Just received my DOTs and was having trouble with them connecting to my wifi... a bit of a different issue maybe but could be of use to someone.  When trying to setup wifi through my Alexa App it would get to configure wifi and the screen just stayed blank.

1.  I had to connect my phone with the Alexa app to the wifi the DOT was putting out
2.  I had to disable the Smart Network Switch on my phone (automatically switches between wi-fi and mobile networks, and between 2.4 and 5.0GHz.

As soon as I disabled that switch, the Alexa app went from a blank white screen to the find a new network screen,  and all was well thereafter.

That's interesting. My Echo refused to connect on 2.4 GHz but was fine on 5 GHz. It may well have been because my phone with the app was on 5 GHz at the time. I'll bear that in mind if I need to reconnect; both my Echo and my newer Dot are running more or less happily on 5 GHz at the moment.
Title: Re: Echo wont connect to wifi
Post by: sillysandy2 on October 24, 2016, 02:39:49 pm
I am a senior non techie.  I've read the info re: separating dual band router but have no idea how you do that.  I have an asus rt-ac68w.  You and several members have mentioned this as well as one of the echo support staff.  Unfortunately those of us without much technical background have no clue how to do it.  Any suggestions?  Should I get someone to come in and help me?  Love the echo when it works but can't keep it connected.
Title: Re: Echo wont connect to wifi
Post by: mindmagic on October 24, 2016, 04:34:01 pm
When you set up the Echo, it asks you which network to connect it to. If your two bands have different names, try connecting to the same one that the device you're running the app on is connected to. If the two bands have the same name, try connecting to each in turn. If only one band is showing, you have more of a problem and will need some help.
 
Title: Re: Echo wont connect to wifi
Post by: mike27oct on October 25, 2016, 02:31:59 am
@sillysandy2

The asus rt-ac68w router you have is not one best suited for sell-proclaimed "senior non-techies", and it needs to be properly setup and installed by a "techie" type for best results, although the average person can set up the basics by following the install instructions.  I have an Asus router, and as I recall, the router came with two preset wi-fi names for the two signals named Asus_2.4G and Asus_5G.  During initial setup you are given the opportunity to rename these signals, and if you do so. you need to retain the 2.4G and 5G in the new file names to keep the two signals distinct; e.g. Smith_2.4G and Smith_5G.  This way, you select which signal you want to connect to for whatever purpose.  I am not going into that here, because this is not a router forum, but there are good reasons to select one signal over the other. 

Asus has a good user forum, and I recommend that one for you to check out.  In addition, Best Buy has a support service called the Geek Squad who can come to your home and help you set this up properly -- for a fee, of course.
Title: Re: Echo wont connect to wifi
Post by: vinceecho on November 10, 2016, 09:45:50 am
Bought an echo on a visit to New York and back in Monaco I can't get it to connect to wifi :(

On the app I get to the screen where I switch to Amazon-xxx wifi network, and the phone/tablet/PC (I have tried them all) connects with Echo immediately. But then I don't get the "continue" tab on the screen so the only choice I get is to cancel the setup.

Help!

Sadly, this is EXACTLY what I get with a Tab I bought recently in the U.S., no continue tab, or if using the phone app, it just spins and spins (or take cancel or 'don't see orange lights')....even though the device as said 'connected' when doing the initial phone to Tab connection, you never get the option to link it to your home wifi network. Seems to be more than a coincidence!
Title: Re: Echo wont connect to wifi
Post by: amyshapiro on November 28, 2016, 08:56:04 pm
I tried and tried to connect my echo, tap and dot however in the echo app, when it was time to connect, I'd just get the white screen (page). Echo was not connecting to my wifi.  Nothing would happen.  I read in here and found where someone said to turn off the smart network switch to set up these devises because if it's on, your phone just tries to connect to your echo, not your echo to your wifi.

So on my galaxy s7, I went to settings, wifi, more (top right), advanced, then turned off the :Smart Network Switch:.  This 100% immediately solved my issue and I was able to connect all my amazon echo devices. 

So, I just wanted to put this out there, that solved my issue. I hope this helps anyone reading this in the future!
Title: Re: Echo wont connect to wifi
Post by: tboy2000 on December 17, 2016, 01:35:58 pm
am going crazy to get mine connected to the wifi.

For a start I have a dual band router but for some reason the 5 Ghz SSID does not show up in the list of wifi networks even though it is broadcasting. Only the 2 Ghz band SSID shows.

Anyway I can connect to the Amazon-xxx SSID. The I have to continue set up. I see a list of wifi networks. I see my 2 Ghz band. I enter the correct password and it keeps saying failed to connect. I know password is correct.

I have created a guest network in my router settings and used normal characters in the password. Still doesn't help. I can't believe a product can cause so much grief and frustration. I have spent far too many hours on this item. Please can anyone advise?
Title: Re: Echo wont connect to wifi
Post by: mike27oct on December 17, 2016, 01:53:06 pm
First, relax, here's a tip from Amazon Help.  Unplug the Echo for FIVE minutes or more, then plug it back in and attempt setup again since the rest gives the Echo time to flush out any troublesome data stored in it.

Regarding dual band router:  Each band must have it's own identifying SSID (name of signal).  A common standard is a name like myrouter_2.4G and myrouter_5G.  Now, they can be differentiated.  Since the Echo is a low bandwidth requirement audio device, connect all Echo devices to this band, and save 5G for high bandwidth requirements like video streaming.
Title: Re: Echo wont connect to wifi
Post by: Robbyk1005 on December 25, 2016, 08:03:44 pm
I am having the same issue.  I have tried all of the fixes. Renaming networks. Checking pnup resting everything.   I have also had this exact issue with google voice too. This is on a net gear router as well.  So frustrated.  So much for "plug and play".

Help!!
Title: Re: Echo wont connect to wifi
Post by: mike27oct on December 25, 2016, 11:56:28 pm
You say you DID unplug the device for FIVE minutes, and then plugged it in again, and you have a problem setting it up?  Then move all devices for setup closer to your router and try again.  The odds of both Echos being bad are too high to compute, so you must have something going on with your network.
Title: Re: Echo wont connect to wifi
Post by: agcrumpler on December 26, 2016, 05:54:26 pm
I haven't been able to get the Amazon network to come up on my wi-fi list. Called Amazon they said to call At&T, called at&t and they didn't know  anything about Amazon Echo. I am soooo frustrated I wan't to through it out the window.
Title: Re: Echo wont connect to wifi
Post by: mike27oct on December 26, 2016, 06:41:27 pm
You are only supposed to see the amazon-xxx for a moment during setup.  I will be gone once you connect an Echo/Dot etc to your home network.  Have you done this yet?
Title: Re: Echo wont connect to wifi
Post by: jpts.tavares on December 28, 2016, 05:29:36 pm
hi. I have Echo for more than a year. It's my favorite gadget over the house, and it is my command center for all Bulbs and IR electronics (using GE, Hue and Harmony)

Recently I've changed my ISP, which now have installed an Arris TG1692 Dual Band Router.
Since this change, Echo basically has it's WI-FI settings dead. By this I mean that when you select to "Scan WiFi networks" it comes back with a "Could not Scan any Wi-Fi networks" error message.
After struggling with Echo, I've unplugged my router from the power and like magic: Echo could read again all of the neighbors networks, and could connect normally when I paired it with my iPhone anchoring.
When I turn on my router again, Echo's wifi dies again, and it cannot find any networks one more time.

Which configuration in the router could be making so harm to the Echo that it nulls its Wifi scanning?

for note:
I've already tried separating SSIDs from 2.4 and 5Ghz
I've switched channels to 1 (2.4) and 36 (5.0)
I've called Amazon CS, but they've forwarded my request do the technical team and had no answer until now
I've desperately walked through Amazon teardown and found the Wi-Fi component Qualcomm QCA6234 Integrated Dual-Band 2x2 802.11n + Bluetooth® 4.0 Specification Guide, but no info there was useful (this point was just for shame)

Hope someone can have a enlightenment
Best
JP
Title: Re: Echo wont connect to wifi
Post by: mike27oct on December 28, 2016, 11:22:45 pm
Firstly, I cannot get any google hits on your router, and looking for it at Arris site was unsuccessful.  Are you sure you have the model correct?

To be clear, is this a router only, or a router/modem combo?  Do you own you own modem?  Who is your ISP?  My first suggestion is get the cable guy over there to totally check out your system and see that they configured their gear correctly.

Secondly, the best thing one can do is to OWN their router and modem; I do.  None of these hassles of changing ISPs, etc.  No need to lease them (unless you also have the phone plan, too, and there are ways around that, I just never fooled with it; still have the trusty landline.)

I got the new cable box recently called Xfinity X1.  Great box, but I had to go through three of them to get the right model, even the right power supply from Comcast!  Third try I spoke with someone there who knew what he was doing and he gave us the right stuff and told me it was their latest and best box from Arris.  Basically, many cable company workers are inept for the most part.  I actually wish I did not have to rent the box from them!

Anyway, get them to help you out.  Your internet should not be hosed like you say it is.
Title: Re: Echo wont connect to wifi
Post by: cfgunny on January 14, 2017, 01:25:23 am
 ;D  I couldn't get my new Echo to connect and Amazon's support staff got it working. The issue was actually with my Verizon router. The Echo uses some specific ports to connect to the router and when mine was installed, the installer enabled the router firewall and set it to maximum security for both frequencies. This, of course, blocks all traffic on all but the basic ports needed for internet traffic. The Echo ports were being blocked. The firewall was reset to "Typical Security" and the echo connected right away.

The story:

I got an Echo for Christmas and, just like seemingly millions of others, it wouldn't connect to my WiFi. I spent a week tryig everything I could find via Google: unplugged the Echo for three seconds, reset the Echo, uninstalled and reinstalled the Alexa app, rebooted my router and reset the Echo, attempted to connect to both 2.4 and 5 GHZ networks, created a guest network and tried to connect to that, ensured the 2,4 and 5 GHZ networks have different SSIDs, and tried different channels on both by using a WiFi analyzer app. to determine the best signal strength. I finally called the Echo support number (1-877-375-9365. Great support, by the way). The tier 1 tech spent a few minutes going through the checklist of things I had already tried and didn't even force me to go through the whole thing again, but only the basics. He then transferred me to the next level, a cheerful young lady who spent over two hours on the phone with me, exhausting all possibilities. She determined that the problem was with the router settings and tried to help me find them. Between my ignorance and the difference in terminology that different routers use, she suggested she call Verizon for help. While I was on hold, she got in touch with Verizon support and created a conference call between the three of us. She had the Verizon rep. check a few settings and asked her to check some UDP ports. After the Verizon tier 1 tech ran out of knowledge, she patched us to network support. The gentleman that answered was very helpful and obviously experienced. The Amazon and Verizon reps worked together and quickly reached an understanding. The Verizon IT rep remoted into my computer. The Amazon rep. gave him the MAC address of my Echo and the Verizon rep. discovered that the Echo was actually connected to the router. The Amazon rep. gave him the list of UDP ports the Echo requires to be open and he added them via port forwarding. The Amazon rep. then asked him if the firewall was active. When the Verizon rep. looked at the firewall page, he noticed the firewall was not only active, but was set to "Maximum Security" and explained to me that it was blocking all outgoing and incoming traffic, other than the ports needed for basic internet functions. The Amazon rep, asked him to disable the firewall, which he did and asked me to go through the Echo setup with the Alexa app. again. This time, the Echo connected without issue. As a test, she told me to ask Alexa the time. Eureka! It answered with the correct time.

Sorry for the extremely long post, but I hope that this may help others. Sometimes the answer can be found, not in the direct cause of my problem, but in the details of the issue and the steps taken to correct it.
Title: Re: Echo wont connect to wifi
Post by: mike27oct on January 14, 2017, 05:38:05 am
Whew, glad your Echo is finally up and running.

And, this is another reason why I, and many others, do not rent our routers and modems from our ISPs.  We buy and setup our own.
Title: Re: Echo wont connect to wifi
Post by: Alpha Bitch on January 14, 2017, 03:37:44 pm
@cfgunny

Thank you for your detailed solution to a frustrating problem that many have had here.  Your post will be very useful to users w/the same problem.
Title: Re: Echo wont connect to wifi
Post by: turqu0isemoon on February 04, 2017, 03:44:09 pm
So,  I was having this same issue. I couldn't  connect my echo dot  to my WiFi.  It kept saying bad password.  It turns out, my phone kept auto correcting my password. I have special characters so after the last character it kept adding a space therefore making it a "bad"  password. It took me a couple of tries to figure it out all the while saying "I Did ENTER THE RIGHT F*$%ing PASSWORD,  WTF??? " Make sure your device isn't  adding spaces to your password.
Title: Re: Echo wont connect to wifi
Post by: pdub517 on May 01, 2017, 08:26:50 pm
Hey All -

I've been searching the internet for days trying to figure out why this silly Echo suddenly stopped connecting to my Asus network. 

A bit of history on myself - I've had my Echo for roughly 12 months, and use it daily.  We purchased a second Echo Dot for our bedroom because we love it so much.  I work as an IT Deployment Manager at a large company, and am MCSA certified.  I'm technology minded, and have a knack for troubleshooting difficult problems, and finding unorthodox solutions.  The fact that this took me a few days, was an exciting and frustrating challenge.

My two year old home consists of ~20 cat 6 connected devices home run back to a dumb gigabit switch, with about 10 wireless tablets, computers, tv, cameras, etc on a full Gigabit network.  My network hardware is by no means top of the line, but is more adequate to handle the load of hard wired, and wirelessly connected devices.

The Problem - About a week ago, while we were entertaining ~15 guests, the Echo (that was playing music at the time) just magically disconnected from my wireless network.  Thinking the wireless was just overloaded with the number of guests, I tried simply rebooting the Echo with no success.  After another reboot and a quick troubleshooting on the Alexa app, I left it for the night to sit.

Troubleshooting - The next day I decided to do some further troubleshooting by disconnecting a few of my wireless devices and trying to connect again.. no success.  I put the Echo into Setup Mode, tried rerunning the setup through the Alexa app with no success.  Echo would try to connect to my wifi, get about half way threw and throw a "There was an error registering your device. Visit Help for troubleshooting tips" "Please try again Error 10:2:5:28:4".  I then decided to take drastic measures by hitting the reset button, and disassociating it from my Amazon account.  Restarted the setup, still with NO SUCCESS! GAH!

At this point the Echo is not tied to any account, WILL try to connect to my 2.4Ghz, and 5Ghz WIFI, but fails about half way through connecting. To further test my WIFI network, I even disconnected the Echo Dot from Wifi, and it easily connected back again. Seems to be a direct issue with the Echo, right?

Resolution - This last thing I tried is still throwing me for a loop, and must be a bug in my hardware, or the firmware on the Alexa, I just need to try to reproduce it.  This evening, I decided that the last darn thing I can do is reset my ASUS RT-AC68U router.  I took a backup of the configuration in the "Advanced Settings", Factory Reset the router, then Restored the configuration on the router, and VOILA!  Echo connected within 10 seconds.  WOO HOO!  Still can't figure out why, and probably never will, but something must have been stuck in memory on my router that was blocking Echo from getting out and associating with my Amazon Account.

I hope this helps someone else. 

Paul
Title: Re: Echo wont connect to wifi
Post by: jwlv on May 01, 2017, 08:38:37 pm
I have a similar router, the RT-AC87U. There is a little known fact about these routers that when you upgrade the firmware, ASUS recommends that you do a factory reset. I remember reading about this in one of the firmware release notes.

I never thought that doing a factory reset was necessary after upgrading the firmware and thus I never did it. But over several months, I've noticed that the router would randomly go offline from the Internet. WiFi and Ethernet would stay connected, but nothing would go out to the Internet. It happens at random times with no rhyme or reason. Sometimes it happens every few days or few weeks. But it always fixes itself after a few minutes after it goes offline.

Then I remembered that little fact about doing a factory reset. I finally did the factory reset and I haven't had any problems since.

If you've ever upgraded the firmware and did not do a factory reset, that could be the cause of some unexplainable problems.
 
Title: Re: Echo wont connect to wifi
Post by: luckey on July 15, 2017, 05:24:35 pm
If you are having trouble getting your echo to connect to your wifi, and you've exhausted all other ideas (e.g., separating your dual band wifi, updating your alexa app, rebooting your router/AP/echo), I suggest you try running the setup app through a different device.  I was having no luck using the alexa app on my iphone, but the setup proceeded smoothly on the ipad.  Both apps were up to date.  I don't know why, but that worked for me.
Title: Re: Echo wont connect to wifi
Post by: Rg23 on October 04, 2017, 04:15:07 pm
Hi, I spent several hours trying to connect my Alexa to a netgear router to no avail. (Massively frustrating) Found a note on here to turn off wi-fi + on my smart phone and hey presto connected first time!!

Good luck!
Title: Re: Echo wont connect to wifi---solved
Post by: scottydwise on October 28, 2017, 02:45:18 pm
I had this issue after moving to a new house. My echo dot could not finish set up. I called tech support and after 30 minutes we figured out it was because my router was not in WPS mode. not all router have WPS so be careful when selecting. My router was easy. I had a WPS button on the front of the router. I held it down for 3-5 seconds and good to go. Echo setup became a breeze. Please check your routers.....
Title: Re: Echo wont connect to wifi
Post by: nicolec on December 17, 2017, 02:09:35 pm
My Echo dot continuously loses its connection to Wi-Fi. Everything else on my Wi-Fi (laptop and phone) work perfectly fine. Whenever I reset my router or modem it connects just fine but then within 8-48 hours it loses the connection again and will not connect. I've been on the phone with amazon tech support several times and once we reset the router and it connects we end the call and then some hours later it loses its connection again so we never get to the base of the problem. We even looped in AT&T tech support on one of the calls and still nothing as all they did was remotely reset my modem and then when it connected they said great and ended the call. Then about a day later it disconnected again.

According to a thread i found apparently having the 2.4ghz and 5ghz connections named the same is the problem. But I tried renaming my 2.4 ghz connection and my echo dot has connected to it. Then just like an hour or so later it disconnected. All my other devices are still connected to the wifi.

Any suggestions would be awesome!
Title: Re: Echo wont connect to wifi
Post by: Mike echo on December 17, 2017, 09:03:29 pm
Mine was doing the same, then I found out that the IP address the echo was getting was the same as the static ip that I was using for a security cam. I went into my router and have the echo an ip and nwas more issues.