Article ID : 00274353 / Last Modified : 02/23/2022

The Amazon Alexa setup can't be completed and displays a message that the device is offline

    Follow these steps to add the Home Theater System or Speaker to the Amazon Alexa™ app again:

    1. Update the Home Theater System or Speaker firmware to the latest version. Downloads are posted on your model support page.
    2. In the Amazon Alexa app, select DeviceAll devices, locate the device displayed as offline, then deregister it.
    3. Use the Sony | Music Center app to set up again the Home Theater System or Speaker with Amazon Alexa:
      1. Connect the Home Theater System or Speaker to the same Wi-Fi® network as your smartphone.
      2. Open the Sony | Music Center app, select Speaker & Group, and select the device.
      3. Select SettingsAmazon AlexaSetup and follow the on-screen instructions to complete the Amazon Alexa setup.

    Note: This procedure is confirmed as of December 2021. Refer to the Help Guide or application support page for the latest information.