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Amazon Tap Troubleshooting
The Amazon Tap is Amazon's first portable product to feature Alexa Voice Search. When connected to a Wi-Fi network, Tap has the same Alexa-powered features as the Echo and Echo Dot. Released February 2016.
Amazon Tap Power Goes off Repeatedly and/or Randomly
Without power, you will not be able to listen and control music or use the Alexa Voice Service.
Software Has Not Been Updated
Software updates are important to improve performance and add new Alexa features. Avoiding this update could potentially interfere with the device's power.
To determine current software:
1. In Alexa App, select "Menu".
2. From there go-to "Settings".
3. Select your device.
4. Scroll down to the "Device software version", which will be found under the "About" section.
5. Current software version will be listed near the bottom of the page.
To update latest software:
1. Make sure Amazon Tap is connected to an active Wi-fi.
2. While performing the latest software update, avoid saying anything to your device or using the Alexa app.
3. When ready to update, device's light indicator or ring will pulse blue.
4. A software update could take up to 15 minutes, depending on Wi-fi connection.
Reset Amazon Tap
In order to resolver the power misfunction, resetting your Amazon Tap may resolve the problem.
1. Press and hold the "Previous" and "Wi-Fi / Bluetooth" button for 12 seconds.
2. The Amazon Tap light indicator or ring should orange and then blue.
3. Wait for the light indicator to power off and turn on again.
4. The Amazon tap will enter setup mode when the light indicator or ring will turn orange.
5. Open up the Alexa App.
6. From there connect your Amazon Tap to an active Wi-Fi network and register it to your Amazon account.
Amazon Tap Won't Connect to Bluetooth
Bluetooth features including the ability to stream from your phone or tablet to your Amazon Tap will not work.
Amazon Tap is Not Sufficiently Charged
Low battery power can cause the Bluetooth feature to malfunction.
Use tips directly from Amazon to charge your device:
1. Place your Amazon Tap on the Charging Cradle.
2. Connect one end of the micro-USB cable to the Charging Cradle.
3. Connect the other end of the micro-USB cable to the power adapter.
4. Plug the power adapter into a power outlet. While your device charges, the Power button glows.
5. To check the current battery level:
o Ask Alexa: "How much battery is left?"
o Use the Alexa app: Go to the device's Settings menu in the Alexa app.
o Use the playback controls on Amazon Tap: Press and hold the Volume Up and Volume Down buttons at the same time. Alexa provides you with the current battery percentage.
Other Devices & Materials Causing Interference
Although it is uncommon, some building materials or other devices that operate using radio frequencies can cause interference with Bluetooth devices. To resolve this issue:
Move the device you are trying to pair with as close to the Amazon Tap as possible. Reduce amount of possible interference objects between the devices as much as possible.
Bad Connection Between Devices
Clear all Bluetooth connections using the settings in the Alexa app. Reconnect devices to the Amazon Tap, starting with the device that is having troubles connecting.
Amazon Tap Needs a Hard Restart
Hold down the power button for 5 seconds until the light dims and device powers off. Then restart the device and try connecting the Bluetooth device again.
Amazon Tap Needs Restored to Factory Settings
As a last resort, consider resetting your Amazon tap completely. You will need to set up the device from scratch and re-enter the settings. To reset the device, use this step by step guide from Amazon:
1. Press and hold the Wi-Fi / Bluetooth button and Previous button for 12 seconds. The light indicators on Amazon Tap turn orange, and then blue.
2. Wait for the light indicators to turn off and on again. The light indicators turn orange, and Amazon Tap enters setup mode.
3. Open the Alexa app to connect your device to a Wi-Fi network and register it to your Amazon account. To learn more, go to Set Up Your Amazon Tap.
Faulty Wifi and Bluetooth Microchip
If your Bluetooth speaker still won't connect after following Amazon's Bluetooth connection guide, it may be an issue the Bluetooth hardware. Check out how to replace Bluetooth microchip here (will insert link once guide page is complete).
Amazon Tap won’t hold a charge
If your Amazon Tap won’t turn on or hold a charge it may be time to troubleshoot the issue.
Obstructions Between the Charging Craddle
Step 1: Unplug the charging cradle from the wall and remove the Amazon Tap from the charging cradle.
Step 2: Remove any obstructions that may be blocking the device. If there are no obstructions, see the next troubleshooting exercise.
Step 3: Replace the device back onto the charging cradle and plug it back into the wall for at least an hour and check the battery status.
Dirty or Faulty Charging Craddle Port
Step 1: Unplug the charging Cradle from the wall and remove the Amazon Tap from the charging craddle.
Step 2: Check the charging cradle port for any dirt or debris. Use a can of compressed air to blow out any debris.
Step 3: Replace the device back on the charging cradle and plug it into the wall. Check the battery status after an hour. If the device does on a charge, the charging cradle may be faulty. Replace the charging bay or use a USB to charge the device.
Dirty or Faulty USB Port
Step 1: Unplug the USB from the wall and remove the Amazon Tap.
Step 2: Check the USB port for any dirt or debris. Use a can of compressed air to blow out any debris.
Step 3: Replace the device back on the USB and plug it into the wall. If the device does not charge, the USB may be faulty. Replace the USB with a new one.
Audio is distorted
The sound from your Amazon Tap is still quiet at maximum volume.
Adjust Bluetooth Device
If your sound is too quiet the volume on the Bluetooth device may be turned down.
Step 1: Check to make sure that your Amazon Taps volume is turned up to a max.
Step 2: Adjust the volume on the Bluetooth device up or down to adjust the volume.
Adjust Bluetooth Distance
Amazon Taps sound is distorted or not loud enough at maximum volume.
Step 1: Move any obstructions that may be causing interference between the Amazon Tap or Bluetooth device. Such as other Bluetooth devices or any Wi-Fi signals that are nearby.
Step 2: Move the Bluetooth device closer to the Amazon Tap.
Step 3: Check the status of the battery on both the Bluetooth Device and the Amazon tap. Weak batteries can cause Bluetooth signals to be weak,
Amazon Tap won't turn on
Broken Power Button
Is the power button unresponsive? Follow this 'guide' to assess the power button.
Dirty or Faulty USB Port
Will your Amazon Tap unable to charge with your USB charger? Let's look into ways to fix it!
Step 1: Try it on a different USB Charger. If it works, the issue is in your charger. Replace the charger, and it's an easy fix!
Step 2: Make sure the port is clean. Sometimes dust and dirt get stuck in the port. Blow into the port or gently use a toothpick to clean it out.
Step 3: if your Amazon Tap is still not functioning properly when plugged in, it may need a new USB port. Learn how to replace it 'here'.
Amazon Tap Won't Stay Connected to Wifi Network
Wifi continuously disconnects, causing the user to have to reconnect the Amazon Tap to the network repeatedly.
Router Needs Rebooted
The disconnectivity issue may be a problem with the router, rather than the Amazon Tap. To perform a simple reboot:
1. Unplug your router or modem
2. Wait 3 minutes
3. Plug in and turn on the router
Interference With Other Wifi-Enabled Devices
Using multiple devices at the same time can cause slow the wifi connection, causing connectivity issues. To resolve this issue:
1. Turn off devices that currently are not being used
2. If you cannot turn off a wifi-enabled device, move as far as possible from it to reduce interference.
3. Move closer to the router to ensure a stronger connection
Wifi Channel Not Supported By Amazon Tap
Some channels, such as 5GHz wifi networks are not supported by Amazon Tap. Switching to a 2.4 GHz channel or a 802.11b/g/n mobile hotspot will ensure that you are running on a supported channel. To switch your wireless channel:
1. Check the default IP address on the bottom of your Wifi router
2. Open your web browser and enter IP address
3. Log into your account
4. Navigate to router settings page
5. Open wireless settings page
6. Change the 802.11 band to 2.4 GHz
7. Save changes
8. Using the Alexa app, forget this network, then reconnect. Turn your device on and off several time to test if this solved the disconnecting issue.
Dual Band Router Causing Connectivity Issues
Dual Band routers allow the device to connect to two different types of wireless routers which can cause the device confusion. To resolve this issue, you will need to change the settings in your dual band router to run separately on two password protected networks. This will keep the Amazon Tap from switching between the two networks, causing confusion in the device.