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Help & Customer Service

# Troubleshooting Wi-Fi Connection Issues on Echo Look

Here are some tips if your Echo Look device doesn't connect to your Wi-Fi network.

## Keep in mind

#### Video: Troubleshooting Wi-Fi Connection Issues on Echo Look

Echo Look connects to:

- Dual-ban Wi-Fi (2.4 GHz/5 GHz) networks
- 802.11a/b/g/n standard networks with MIMO and diversity

Echo Look doesn't support ad hoc (peer-to-peer) or captive portal networks.

## Check the current status of your Wi-Fi network

The Echo Look light ring shows the device's current status. To learn more, go to About the Front Light Ring.

## Try this first

- Try to connect to the Wi-Fi network again.
- Turn on Bluetooth on your phone. Try forgetting the device in your phone's Bluetooth's settings, if you have previously connected to Echo Look.
- If you use an Android device, turn on Location Based Services during set up. Location Based Services are required to ensure that the Bluetooth connection is secure.
- Make sure that you know your Wi-Fi password (if necessary). If you see a lock icon, a Wi-Fi password is required. This password is not your Amazon account password.
- Verify if other devices (such as tablets or mobile phones) can connect to your network. If not, there may be a problem with your Wi-Fi network. Contact your Internet service provider, network administrator, or the person who set up your network for assistance.
- Update the firmware for your router or modem hardware.
- If you recently changed your Wi-Fi password, re-enter your password in the Echo Look app.
- By default, some routers may use both WPA+WPA2 for security. To resolve connection issues, switch your router security type to either WPA or WPA2 only. If the router also has an option to set the type of encryption, setting it to AES only is recommended.

## 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 device closer to your router and modem if it's in a different room or blocked by an object.
- Make sure that your device is away from sources of possible interference, such as microwave ovens or baby monitors.
- (Optional) Connect to your router's 5 GHz Wi-Fi frequency band (if it's available). Many Wi-Fi devices only connect to the 2.4 GHz band. If multiple devices use this band on your network, your network speed may be slower. You can connect to the less congested 5 GHz band for better range and less interference.

## Restart your Echo Look and network hardware

You can restart your Echo Look 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.
4. While your network hardware restarts, restart your Echo Look. Press and hold the Mic/Camera Off button for 10 seconds until the device and light ring turn off. Press and hold the Mic/Camera Off button again for about 3 seconds, then release the button. The light ring turns blue as the device reboots.

After you restart your Echo Look and network hardware, try to connect to your Wi-Fi network again.

## Connect via the Cloud

You can connect your Echo Look app securely via the Cloud.

1. In the Echo Look app, select the Settings icon on the Home screen.
2. In the Device section, use the toggle to turn on Enable Cloud Connections.

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

If you still can't connect, contact your Internet service provider, your router manufacturer, or your network administrator.

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