Help getting Amazon Echo connected.

JohnB47

I bought an Alexa (2nd gen) as Christmas present for my wife and can't get it connected. I've looked at numerous sites/videos, checked my Plusnet routers settings but still no joy. I've searched for how I could get help from Amazon and the only thing I could find was a forum, so I sent them a message (see extract below).

Can anyone here help? Thanks if so.

"Here's what I'm doing:

I'm using my PC to connect (for some reason I cannot download the Alexa app to my android mobile - its android version 4.4.4 and has 257Mb of free storage but the app can't install because of "insufficient storage space"). So I go to https://alexa.amazon.co.uk and follow the instructions.

I switch on Alexa and see the orange light ring rotating. I connect the PC to Alexa and get the confirmation message from Alexa. Then I try connecting Alexa to my Plusnet router (set to WPA2 only) and working perfectly on all devices.

Then I get the message "unable to complete setup. Please try again".

Where do I go from here? I've tried everything so please don't direct me to any more web pages giving advice - I've tried them all. Also I've tried this numerous times using Chrome and Edge browsers, with cache and cookies deleted on both.

Is there some sort of online help I can get, or do I just return it as faulty?

Thanks."

Debbie_Savard

Try a full reset - https://www.amazon.com/gp/help/customer/display.html?nodeId=202080910

and give it another go.

JohnB47

Debbie_Savard wrote: »

Try a full reset - https://www.amazon.com/gp/help/customer/display.html?nodeId=202080910

and give it another go.

Thank you.

I've just done that and gone through the whole process again - same result.

I wish I could get my mobile to accept the Alexa app, then I could avoid using the PC. Any ideas why an app won't install because of insufficient space, even when there is loads of space available?

made2fade

If you've got UPNP turned off, you'll need to open the following ports

123
443
4070
5353
40317
49317
33434

JohnB47

made2fade wrote: »

If you've got UPNP turned off, you'll need to open the following ports

123
443
4070
5353
40317
49317
33434

Thanks but can you translate that for me?

UPNP turned off where? (I have been using UPNP on a tablet occasionally - do you mean I should turn the tablet off, say?)

How to open ports and where?

made2fade

You'll have to log into your router and look for the UPNP setting.
It should be turned on but if it is turned off it could be causing your problem.
Could be as simple as setting it to on, as it sounds like you haven't disabled it for security yourself.

Geodark

JohnB47 wrote: »

I bought an Alexa (2nd gen) as Christmas present for my wife and can't get it connected. I've looked at numerous sites/videos, checked my Plusnet routers settings but still no joy. I've searched for how I could get help from Amazon and the only thing I could find was a forum, so I sent them a message (see extract below).

Can anyone here help? Thanks if so.

"Here's what I'm doing:

I'm using my PC to connect (for some reason I cannot download the Alexa app to my android mobile - its android version 4.4.4 and has 257Mb of free storage but the app can't install because of "insufficient storage space"). So I go to https://alexa.amazon.co.uk and follow the instructions.

I switch on Alexa and see the orange light ring rotating. I connect the PC to Alexa and get the confirmation message from Alexa. Then I try connecting Alexa to my Plusnet router (set to WPA2 only) and working perfectly on all devices.

Then I get the message "unable to complete setup. Please try again".

Where do I go from here? I've tried everything so please don't direct me to any more web pages giving advice - I've tried them all. Also I've tried this numerous times using Chrome and Edge browsers, with cache and cookies deleted on both.

Is there some sort of online help I can get, or do I just return it as faulty?

Thanks."

Is this right at the end of the setup? I have had that in the past but the setup still worked, have you tried saying the keyword to see if she activates?

JohnB47

made2fade wrote: »

You'll have to log into your router and look for the UPNP setting.
It should be turned on but if it is turned off it could be causing your problem.
Could be as simple as setting it to on, as it sounds like you haven't disabled it for security yourself.

I've managed to find it and it's turned on.

JohnB47

Geodark wrote: »

Is this right at the end of the setup? I have had that in the past but the setup still worked, have you tried saying the keyword to see if she activates?

Yes it is right at the end. It seems that it is the last thing needed- for the echo to connect to the wireless router (it has already connected to the PC).

After I get the message "unable to complete setup. Please try again", I sit puzzling and after a while alexa says "I'm having difficult connecting to the network ...." Or something like that, so it definitely isn't connecting.

Thanks for the help.

jbainbridge

Have you restarted your router?

The Alexa app is only really needed to connect the Echo to the router and log in to your Amazon account. Could you borrow another device to try with? Once it’s connected you don’t really need it again.

I got an Echo on Christmas Day and had it connected within 5 mins.

grumpycrab

JohnB47 wrote: »

its android version 4.4.4 and has 257Mb of free storage but the app can't install "

Alexa needs Android 5.0 (Google Home is better is this respect but still the functionality available varies with your Android version).
As said, borrow somebody else's phone for initial set up.