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The following information contains solutions to some common troubleshooting queries:

 

Why can't I see my Telstra Smart Home devices in my Alexa app?

When connecting your Telstra Smart Home to your Alexa app for the first time, your devices will automatically sync to the app.

Only your Telstra Smart Home smart plugs, smart bulbs and ZEN thermostat will appear in your Alexa app.

If your Telstra Smart Home devices aren't working correctly with your Alexa app, make sure you're looking at the right account that's linked to your Amazon Echo or Echo Dot. To check this, tap the menu button and your account information will appear at the top of the menu.

If you're still having issues, open your Telstra Smart Home app and check that your devices are working correctly.

If your devices are working correctly in your Telstra Smart Home app but you're still experiencing issues, contact Telstra on 13 22 00 for over-the-phone support. If your devices aren't working correctly in your Telstra Smart Home app, investigate those particular devices prior to calling.
 

What happens when I change my Telstra ID password?

If you've recently updated your Telstra ID, your Telstra Smart Home account will need to be unlinked and linked again to your Alexa app using your new Telstra ID password.

When completing these steps, all of your Alexa groups as well as names that relate to any Telstra Smart Home device will be removed.
 

Why are my smart plugs turning off when I say to turn off the lights?

We're unable to split your smart plugs and smart bulbs into two categories. So when you say "Turn off all my lights", your smart plugs will also turn off. Make sure that your smart plugs aren't connected to any device that you don't want turned off.

If you don't want particular devices to turn off, you can set up Groups. Groups gives you the capability of grouping devices together to improve your experience. Learn how to set up Groups. 
 

Why isn't my smart plug working with Amazon Echo or Echo Dot?

If your Amazon Echo device is having trouble controlling your smart plugs, choose the scenario below that matches your current naming scheme and try renaming your device in the Alexa app.  

  1. If you're controlling lights that are connected to plugs or switches, add the word <plug> to the name of the device
  2. If your device name includes a group name (i.e. Kitchen plug), try removing the group name by renaming the device
  3. If your device name includes numbers or special characters (i.e. #1 Plugs), try renaming the device without numbers and special characters
  4. If you have two devices with similar names (i.e. Table light up and Table light down), try renaming one of the devices.
     

Why aren't my smart bulbs working with Amazon Echo or Echo Dot?

If your Amazon Echo device is having trouble controlling your smart bulbs, choose the scenario below that matches your current naming scheme and try renaming your device in the Alexa app.  

  1. If you have two devices with similar names (i.e. Table light up and Table light down), try renaming one of the devices
  2. If your device name includes a group name (i.e. Kitchen light,) try removing the group name by renaming the device
  3. If your device name includes numbers or special characters (i.e. #1 Lights,) try renaming the device without numbers and special characters
  4. If you're controlling lights that are connected to plugs or switches, add the word <light> to the name of the device.
     

Why isn't my Amazon Echo or Echo Dot responding to me?

If Alexa doesn't respond to a question or command after you say "Alexa," the following steps may fix the issue:

 

Initial checklist

First, make sure:

  1. Your Amazon Echo or Echo Dot is powered on and plugged into a wall outlet
  2. The microphone isn't muted. Your Amazon Echo device will glow red when muted
  3. The LED dot ring on the top of your Amazon Echo device glows blue when you say "Alexa"
  4. If you've checked off all of the above steps and your Amazon Echo or Echo Dot still doesn't provide an answer, try the steps below, asking your question again after each step. If you still don't get an answer, move to the next step.
     

Step 1. Reboot Amazon Echo or Echo Dot

  1. Disconnect the power cable from the back of your Amazon Echo device
  2. Reconnect the power cable and turn it on
  3. Wait until the light stops glowing blue.
     

Step 2. Make sure Alexa recognises the wake word

Say "Alexa" to your Amazon Echo or Echo Dot. Does the light on the top of the device turn blue, indicating that it heard you?

If not, on the top of your Amazon Echo device, press the button with a dot in the centre. You'll see the light turn blue and you'll be able to ask your question.
 

Step 3. Make sure Alexa recognised the question correctly

Ask Alexa the question again.

If it's still not recognising the question, say "Alexa, what's the weather today?" and see if you get a response. 
 

Where can I get advanced troubleshooting help?

Further troubleshooting information is available on Amazon's website.
https://www.amazon.com/gp/help/customer/display.html?nodeId=201399130

 

How do I factory reset my Amazon Echo or Echo Dot?

A factory data reset will reset your Amazon Echo device to its default factory settings. 

Note: When you factory reset your account you'll lose any saved settings, groups or information related to your Telstra Smart Home service.

To reset your Amazon Echo device that has volume buttons:

  1. Press and hold the Microphone off and Volume down buttons at the same time until the light ring turns orange (about 20 seconds). Then light ring turns blue.
  2. Wait for the light ring to turn off and on again. The light ring then turns orange again, and your device enters setup mode.
  3. Open the Alexa app to connect your device to a Wi-Fi network and register it to your Amazon account.

If your Amazon Echo device has a volume ring instead of volume buttons:

  1. Use a paper clip (or similar tool) to press and hold the Reset button. You can find the Reset button at the base of your device. After you press and hold the Reset button, the light ring on your Amazon Echo device will turn orange, and then blue.
  2. Wait for the light ring to turn off and on again. The light ring then turns orange, and your device enters setup mode.
  3. Open the Alexa app to connect your device to a Wi-Fi network and register it to your Amazon account.

 

 

 

 

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