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Recently, I woke up to find that every Echo device in my house (and that is a LOT of devices) had stopped working. I couldn’t imagine what the cause might be but I started the process of re-registering each device, entering my Amazon login and password, connecting to Wi-Fi, and following the rest of set-up instructions. I would later realize that because my Amazon account was put on hold while credit card fraud was investigated, my Echo devices were no longer registered to my account and had stopped functioning.
When it came to one of our Echo Show 5 devices, I was faced with a device that showed only a home screen and orange line. I tried tapping the “Settings” on the top right of the screen (pull-down menu from the top of the screen) and going to “device options” to reset to factory default, but no matter what I tried, the menu disappeared within about 4 seconds and I was taken back to the home screen with an orange line.
Next up? I turned to Google to find a solution and followed these suggestions:
Unplug and replug back in. (Ok, I tried this before hitting Google.)
“Disconnect from WiFi and reconnect Wi-Fi, ” — nothing happened. Someone had suggested restarting the router, but I knew that wasn’t the issue here.
I went to “Help and Feedback” within the Alexa app, and worked my way through the menu to ultimately come to an email form where I described my problem, the recovery attempts I had made, and waited for help. I received a response in about an hour, asking me to connect with a representative through chat or by phone.
After connecting via chat, my Amazon representative asked me to repeat a few of the things I had tried above. but was eventually able to solve my problem with the following solution:
“Press and hold the mute button for 3 seconds until the power off message is displayed, and then select ‘OK.’ While it’s off, enter fast boot mode by holding down both the mute and volume down buttons simultaneously.
At this point, I was able to register and name the device and my Echo Show 5 was back in working order.
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