Frequently Asked Questions

If the device has been offline for a long time, you can only manually reset the device to pairing mode and then manually add the device again. If the device is always offline, please check the following:

1. Check if the router is turned off or disconnected from the network. If so, it may take some time for the router to recover. Wait for two minutes and then check if the device is online.

2. Check if the router has been replaced or if the Wi-Fi name or password has been changed. If so, remove the device and add it back to the network.

3. Check if the device has recently updated its firmware. During a firmware update, the device disconnects from the network and automatically reconnects after the update. However, if the network is unstable, the device may appear unable to connect after the update. The device needs to be removed and re-added.

4. The device’s Wi-Fi signal is too weak (for example, multiple walls separate it from the router; the device is enclosed in metal casing or surrounded by metal objects; nearby high-power devices like air conditioners or refrigerators cause interference).

5. The device is too far from the router (indoor environments are more complex and the device may go offline if more than 5 meters away; outdoor environments are emptier and the device may go offline beyond 10 meters).

6. Check if the firmware is the latest version. To do this, select Home – tap the device icon – top right button – Device Update in the app.

7. If the device goes offline occasionally but returns to normal after restarting the router or reconnecting the device, this indicates the router is overloaded due to long-term heavy load. It should be replaced with a higher capacity router or the number of devices connected to the router should be reduced.

8. You can use a mobile phone hotspot to check if the problem is with the network.

If you are adding devices manually, please perform troubleshooting as follows:

1. Please read the product manual carefully before configuring the network, and confirm that our app is the one recommended in the manual. Since different brands’ smart products need to be registered on their own cloud servers, it is not possible to configure device networks between apps.

2. Check if the device is powered on and switched on.

3. Make sure Wi-Fi is enabled and not hidden. Ensure the device is added on the 2.4 GHz Wi-Fi band (check if the 2.4 GHz and 5 GHz bands share the same Wi-Fi account. If so, it is recommended to set up two accounts and switch to the 2.4 GHz band during network connection).

4. Ensure DHCP service is enabled on the router, otherwise IP address conflicts may occur.

5. Verify that the entered Wi-Fi password is correct, without extra spaces before or after, and consider case sensitivity.

6. Confirm the device is in pairing mode; see detailed method for this.

7. For Wi-Fi devices, please use the “Manual Add” method. “Auto Scan” may not successfully add Wi-Fi devices.

8. If using iOS 14, ensure you have enabled local network permission and wireless data permission for the app.

9. If the device is bound to another account during pairing, follow the instructions on the published page to unbind and re-add the device.

10. Ensure the network signal where the device is located is strong and stable. Troubleshooting: download an Internet Speed Test app (ensure your phone is connected to the 2.4 GHz network), place your phone where the device is, and test the upload/download speed (minimum speeds: upload ≥ 2 MB/s, download ≥ 2 MB/s or upload ≥ 16 Mbps, download ≥ 16 Mbps). Smart cameras require high upload bandwidth, about 4 Mbps for 1080p video, plus 2 Mbps if cloud storage is enabled. Please ensure your network has sufficient bandwidth.

11. If the network is normal but the device connectivity still fails, check whether your router is overloaded. The router may disable the device’s Wi-Fi function to reserve resources.

12. Confirm your router’s wireless encryption is set to WPA2-PSK and AES, or both set to Auto. Also, check that the wireless mode is not set to 11n only.

13. If MAC address filtering is enabled on your router, remove the device from the MAC filter list or disable MAC filtering to allow connection.

If the device still cannot connect after these steps, please provide your app account info so our tech support engineers can assist you.

Additional issues:

• Bluetooth device pairing failed

• Zigbee device pairing failed

• Auto Scan pairing failed

• EZ Mode pairing failed

• AP Mode pairing failed

If your router supports both 2.4 GHz and 5 GHz bands, but only one Wi-Fi name appears on your mobile phone’s Wi-Fi scan page, follow these steps:

1. Access your router’s wireless settings page. (The login address is usually on a label on the back of the router.)

2. Go to the 2.4 GHz settings page and set the Wi-Fi name (SSID) to (XXX)-2.4G, where XXX is the original Wi-Fi name. Save the settings.

3. Go to the 5 GHz settings page and set the Wi-Fi name (SSID) to (XXX)-5G. Save the settings.

After completing these steps, the new Wi-Fi names will appear on your mobile phone’s Wi-Fi settings page.

Note: After changing the Wi-Fi names, devices connected to this router will need to reconnect. The password remains the same if you did not change it.

The following guides describe how to configure some popular router brands:

• ASUS router configuration

• D-Link router configuration

• TP-Link router configuration

If you are adding devices manually, please follow the troubleshooting steps below:

1. Please carefully read the product manual before configuring the network and confirm that our app is the one recommended in the manual. Since different brands’ smart products must be registered on their own cloud servers, it is not possible to configure device networks between apps.

2. Check if the device is powered on and functioning.

3. Ensure that Wi-Fi broadcasting is enabled and the network is not hidden. Confirm that your device is connected to the 2.4 GHz Wi-Fi band (if the same Wi-Fi account is used for both 2.4 GHz and 5 GHz bands, we recommend setting up two separate accounts and switching to the 2.4 GHz band during network connection).

4. Verify that DHCP service is enabled on the router, otherwise IP address conflicts may occur.

5. Check that the Wi-Fi password you entered is correct. Make sure there are no spaces before or after the Wi-Fi account or password, and be mindful of case sensitivity.

6. Confirm that the device is in pairing mode; see detailed methods to check.

7. For Wi-Fi devices, please use the “Manual Add” method, as the “Auto Scan” method may not always successfully add Wi-Fi devices.

8. If you use iOS 14, ensure that the app has local network access permission and wireless data permission enabled.

9. If during pairing you are informed that the device is bound to another account, please follow the posted instructions on how to unbind and re-add the device.

10. Ensure that the network signal in the device location is strong and stable. Troubleshooting tip: Download an Internet Speed Test app (make sure your phone is connected to the 2.4 GHz network), place your phone where the device is located, then test upload and download speeds (make sure upload ≥ 2 MB/s, download ≥ 2 MB/s or upload ≥ 16 Mbps, download ≥ 16 Mbps). Smart cameras occupy significant upload bandwidth, and at least 4 Mbps upload speed is needed for 1080p video quality. If the device has cloud storage enabled, an additional 2 Mbps upload bandwidth is required. Please ensure your network has sufficient bandwidth.

11. If the network is normal but the device connectivity still fails, check whether your router is overloaded. It may disable the device Wi-Fi to redistribute resources.

12. Confirm that the encryption method and authentication type on your router are set to WPA2-PSK and AES, or both to Auto. Check that the wireless mode is not restricted to 11n only.

13. If wireless MAC address filtering is enabled on your router, remove the device from the MAC filter list or disable MAC filtering to allow the device to connect.

If the device still cannot connect after these steps, please send us a video recording of the pairing process. We will arrange for technical support engineers to address the issue.

• Bluetooth device pairing failed

• Zigbee device pairing failed

• “Auto Scan” pairing failed

• EZ mode pairing failed

• AP mode pairing failed

This comprehensive troubleshooting guide is based on professional sources and practical experience.

There are too many devices in your home that need to connect to the internet, exceeding the router’s capacity (typical home routers can only handle fewer than 10 devices), so the device cannot reconnect to the network.
The quality of the home network is unstable, so the device cannot reconnect to the network in time after power restoration.
If the device cannot reconnect automatically to the network after going offline, you should reset the device’s network status and reconnect it to the network.

Tap the faulty device in the device list to enter the device control panel.
Tap the button in the upper right corner to enter the device settings page.
Tap “Remove Device – disconnect and erase data” to remove the device from the device list and delete all data related to the device.
If the device is offline, it cannot be factory reset because it cannot communicate with the app and the cloud after going offline.

Tap the faulty device in the device list to enter the device control panel.
Tap the button in the upper right corner to enter the device settings page.
Tap “Remove Device – disconnect and erase data” to remove the device from the device list and delete all data related to the device.
If the device is offline, it cannot be factory reset because it cannot communicate with the app and the cloud after going offline

Check if your mobile phone permits the app to push notifications.
Please make sure to open the push notification settings in the app: open the app, tap on the “Me – Message Center,” tap the button in the upper right corner, and enable notifications.
Check the Notification settings to see if “Do Not Disturb” scheduling is enabled.
If both the phone and device allow the app to push messages but no notifications are received, verify if there are new message alerts in the app’s message center.
Some Android phone systems classify our app’s push notifications as marketing information, which forces them to disable push, sound, and vibration reminders.
Due to some Android system limitations, some Android phones can receive up to 24 app push notifications. If these push messages are not deleted, the phone will no longer be able to receive new app push notifications.

 At the same time, the data upload transmission process uses financial-level encryption technology, and the encryption process may use a dynamic key. With dual encryption of data and channels, even if user data is intercepted by hackers, the video cannot be played. To browse encrypted videos in cloud storage, you must log in to your account in the app.
Even videos saved on SD cards are mostly encrypted (this function is determined by the camera manufacturer) and cannot be transferred to a computer (or other storage device). To browse encrypted videos stored on SD cards, you must log in to your account in the app.

Our app supports iPad and Android tablets (iOS version 10.0 or higher, Android version 5.0 or higher required). The tablet versions of the app only support landscape screen orientation (apps previously downloaded for iPad and Android tablets are compatible with mobile phones and can be used in portrait mode).

Ensure that the device is turned on and connected.Ensure that the device has a strong and stable Wi-Fi signal and is online in the app.After scheduling the device, do not turn off or reset the device, as doing so will interrupt the device scheduling process.Make sure the scheduled task’s validity period is correct. Tap Timer and check that Repeat covers the desired validity period for the task (available Monday through Sunday).If the validity period is correct, delete the scheduled task and add a new one.For Wi-Fi devices, the device may not connect to the network, causing time-related functions to be invalid.For Bluetooth devices, the device may not always connect to the phone, so it must be equipped with a Bluetooth gateway to keep the device’s time-related functions normal.If it is a Zigbee device, it must be connected to a Zigbee gateway to receive the time and for time-related functions to remain normal.If the timing does not take effect at the time you set, the device’s time zone may not match the time zone of your location.If the problem persists, please reset the device to factory defaults via the app and set the timing task again after adding the device again.If the problem persists, please provide the device ID and the specific time when the task failed (the set validity period, the time when the task did not run, or the time when the task ran but at an unexpected time). We will arrange for our technical support engineers to troubleshoot the issue.

Translated with DeepL.com (free version)

No. By default, Echo devices are designed to only recognize the wake word you choose (e.g., Alexa, Ziggy, Amazon, Computer, or Echo). The device recognizes the wake word by identifying acoustic patterns that match the wake word. The device only stores or sends audio to the cloud when it detects the wake word (or when Alexa is activated by pressing a button). On some devices, you can also enable Conversation Mode, which allows you to talk to Alexa without using a wake word while Conversation Mode is turned on. For more information, see the FAQs “How does Conversation Mode work?” and “How does Alexa process my requests in Conversation Mode?” You can also set up supported Echo devices to detect certain sounds, such as smoke alarms, carbon monoxide alarms, and glass breaking. For more information, see the FAQs “How does Alexa Guard work?” and “How do routines with sound detection work?”

When you talk to Alexa, a recording of what you asked Alexa is sent to the Amazon cloud, where we process your request and other information so we can respond to you. For example, when you ask, “Alexa, play top hits on Amazon Music,” we use the recording of your request and information from Amazon Music to play top hits.

Alexa and Echo devices are designed to record as little audio as possible and minimize the amount of background noise sent to the cloud. By default, Alexa-enabled devices only send audio to the cloud when they detect the wake word (or when Alexa is activated by pressing a button). When an Alexa-enabled device detects the wake word and begins streaming audio to the cloud, Alexa performs a “cloud check” of the wake word using the cloud’s more powerful processing capabilities to double-check the audio to confirm detection of the wake word. If the cloud check does not detect the wake word, Alexa stops processing the audio and ends the audio stream to the cloud. If Alexa confirms that the wake word was spoken, Alexa continuously tries to determine when the request ended and then immediately ends the audio stream.

In some cases, an Alexa-compatible device may interpret another word or sound as a wake word (for example, the name “Alex,” or someone saying “Alexa” on the radio or television). When this happens, we call it a “false wake word.” Our team of world-class scientists and engineers is constantly improving our wake word recognition technology and preventing false wake words, including through the cloud verification mechanism described in our FAQ, “How does Alexa minimize the amount of data sent to the cloud?” FAQ.

Whenever your Echo device detects a wake word, a visual or audio cue indicates that it is recording audio for transmission to the cloud, and you can review and delete audio recordings associated with your account (including false wakes) in the Alexa app under Settings > Alexa Privacy or at https://www. amazon.com/alexaprivacysettings.

Yes. You can review and delete voice recordings associated with your account—individually, by date range, by Alexa-enabled device, or all at once—in the Alexa app under Settings > Alexa Privacy or at https://www.amazon.com/alexaprivacysettings under Settings > Alexa Privacy. On either page, you can also choose to have voice recordings older than 3 or 18 months automatically deleted, or to not save voice recordings at all. If you choose not to save your voice recordings, we will automatically delete your voice recordings after processing your requests, and we will also automatically delete all voice recordings currently in your Voice History. You can delete all voice recordings associated with your account at once for all Alexa-compatible devices and apps by visiting the Manage Content and Devices website.

You can also enable voice-based deletion of recordings in the Alexa app or at https://www.amazon.com/alexaprivacysettings under Settings > Alexa Privacy > Manage Alexa Data. When enabled, anyone with access to your Alexa-compatible devices can ask Alexa to delete voice recordings associated with your account. Voice deletion is automatically enabled if any member of your household has created an Alexa voice ID and their voice is recognized when requesting voice deletion of recordings. You can delete the recording of your most recent request by saying, “Alexa, delete what I just said,” delete voice recordings associated with your account for that day by saying, “Alexa, delete everything I said today,” or delete all voice recordings associated with your account by saying, “Alexa, delete everything I’ve ever said.” In addition, you can use voice recognition to say, “Alexa, update my privacy settings” or “Alexa, automatically delete my voice recordings” to automatically delete voice recordings older than 3 or 18 months, or not save them at all.

Deleting voice recordings may impair your Alexa experience. If you choose not to save voice recordings, voice recognition may not work.

If you changed the default marketplace while using an Alexa-enabled product, you will need to delete all voice recordings associated with your account for each marketplace separately.

Voice History is a feature that allows you to play back audio recordings streamed to the cloud, view a transcript of what Alexa said, and review Alexa’s response. This feature can help you better understand how Alexa works and what Alexa records and does not record. You can also use it to recall previous responses from Alexa, such as the name of a restaurant that Alexa recommended. If Alexa makes a mistake, you can use this feature to see what the mistake might have been, such as whether Alexa misunderstood a particular word or phrase. You can access your Alexa voice history in the Alexa app or at https://www.amazon.com/alexaprivacysettings under Settings > Alexa Privacy > Review Voice History. You can also help us improve our voice services by providing feedback within Voice History.