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Troubleshooting Alexa

Ensure Alexa is online and connected to your community

Table of content

  1. Troubleshoot network alexa issues
  2. Troubleshoot content alexa issues
  3. Test device instructions

Troubleshoot Alexa

Network Alexa issues

  1. Check with your community and IT team if any network changes have been made. 
  2. Power cycle the device by unplug and replug the device in. 
  3. Move Alexa to an area in your building with strong network like a common area or office. Plug the device in 
  4. If the device doesn't connect to the network, check to make sure the network is available. You can do this by opening your phone and looking for other WiFi networks or on your computer. 
  5. If the device still doesn't connect, email support@speak2family.com with the 3 digit code of the affected device. 
  6. Speak2 will reach out to Amazon for further troubleshooting. 

 

Content Alexa issues

  • Check the device is assigned. Ask "Alexa, what room am I in?" or scan using the Speak2 Staff app. 
  • Check to make sure the device is assigned to an active room and resident. If there is no active resident, the device will not share community content. 
  • Ensure the right Level of Care is assigned. You can view this in the Resident Record. 
  • Check the right wake word (Alexa, Echo, Computer, Amazon) 

 

Test Device Instructions

Follow these instructions have the device has been set up and assigned. 

  1. Plug the Alexa in to an outlet and wait for device to turn on and connect to the network. 
  2. If the device doesn't connect to the network, check to make sure the network is available. You can do this by opening your phone and looking for other WiFi networks or on your computer. 
  3. When the device connects, ask these questions:
    1. "Alexa, what time is it?"
      She should repeat your time zone. This validates location.
    2. "Alexa, I need help"  

      She should say yes and send a request. If this does not happen, ask "Alexa, tell speak2 I need help" and inform Speak2 of the response. 

    3. "Alexa, play the news" 
      She should play the news. This validates there is a strong wifi connection. 

    4. "Alexa, what are the activities?"
      If there is content, she will repeat. If not, she will say there is no information. Either one of these responses will validate you are connected to community content.