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Help & Customer Service

# Streaming Issues on Alexa Devices

If you experience issues streaming music and more on your Alexa device, here are some common solutions that may help.

## Keep in mind

#### Video: Troubleshooting Streaming Issues

An intermittent Internet connection or low available bandwidth is usually the cause of many streaming issues. To stream music and other content through Alexa, your Internet connection needs to be at least 512 Kbps (0.51 Mbps).

## Reduce Wi-Fi congestion

If you have multiple devices on your Wi-Fi network, you may have inconsistent Wi-Fi performance.

- Turn off devices you aren't using to free up bandwidth on your network.
- Move your Alexa device closer to your router and modem if it's in a different room or blocked by an object.
- Move your Alexa device away from walls, metal objects, and other sources of possible interference (such as microwave ovens or baby monitors).
- If your Alexa device is on the floor, move it to a higher location.

## Connect to your router's 5 GHz channel (not applicable to Amazon Tap)

Many Wi-Fi devices only connect to the 2.4 GHz channel. If multiple devices use this channel on your network, your network speed may be slower. If you have a dual-band router, you can connect your Echo devices to the less congested 5 GHz channel for better range and less interference.

## Restart your Alexa device and network hardware

You can restart your Alexa device, Internet modem, and/or router to resolve most intermittent Wi-Fi issues.

1. Turn off your router and modem, and then wait 30 seconds.
2. Turn on your modem, and then wait for it to restart.
3. After you restart your modem, turn on your router, and then wait for it to restart.

After you restart your network hardware, turn your Alexa device off and on again.

## Make sure these ports are open on your router

If you have a firewall on your network, check to see if these UDP ports are open for outgoing traffic. Alexa needs these ports open to work correctly:

- 123
- 443
- 4070
- 5353
- 40317
- 49317
- 33434

If you're not sure if you have a firewall on your network, please contact your network administrator.

## Contact your Internet service provider, router manufacturer, or network administrator

If you still can't stream any content on your Alexa device, you may want to contact your Internet service provider, your router manufacturer, or your network administrator.

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