Ever since the release of the Echo Show 1st Gen in 2017, there have been problems with audio output and the intermittent problem of no sound coming from the speaker.
This can occur spontaneously or when moving the device to another location. It can result in not being able to hear Alexa’s responses, or not being able to hear music or other people on video calls or drop-ins. Other times alarms, reminders or news updates may be missed due to the issue.
In this article, I walk through 12 troubleshooting steps to try to resolve the problem. To help others out, it would be great if you could leave a comment at the bottom of the page and let everyone know what worked for you and what didn’t.
Note: This article relates to all versions of the Amazon Echo Show from the original 1st and 2nd generation devices to the newer Echo Show 5 (1st & 2nd Gen), Echo Show 8 (1st & 2nd Gen), Echo Show 10 (3rd Gen) and Echo Show 15.
Before we get started, I'm making the assumption that the volume is not all the way down to the point where no sound is coming out! If that’s the case then simply turn it up by pressing the plus button or saying “Alexa, increase volume”. Anyway, on to the list! 🙂
1. Restart Device by disconnecting power cable from back of Echo Show
To power cycle a device, I typically advise people to plug out a device from the wall outlet, wait 30 seconds and then plug it back in. However for the Echo Show, Amazon actually recommends the opposite – i.e. unplug from the device as opposed to the wall.
I’m not sure if this is a specific hardware issue with the Echo Show 2nd Gen, however this technique seems to regularly work to solve the problem.
While not a permanent fix, this seems to be the most common way to temporarily resolve the problem of no sound with your Amazon Echo Show.
Below are the step-by-step instructions on how to do this correctly.
- Unplug the power cord of the Echo Show from the device (not the power outlet).
- Let the device rest for 5-15 seconds after unplugging it.
- Re-plug the power cord back into the device.
- Turn on the Echo Show and the audio output / sound should be back to normal.
There’s an entire thread of irate Echo show owners over on the Amazon forum here if you’d like to read up more about this.
2. Ensure Bluetooth Is Not Connected or Turn up Bluetooth Speaker
The second most likely reason for sound problems with your device is that it is connected to a bluetooth speaker which is turned down. In this scenario, it is best to either unpair the bluetooth device from the Amazon Echo Show so the native speaker is used, or simply find the bluetooth speaker and turn it up!
Below are step-by-step instructions on repairing your bluetooth speaker in case there's an issue with that connection.
- Open the Alexa app and select the Device icon.
- Go to Echo & Alexa and select your Amazon Echo Show device.
- Go to Bluetooth device.
- Select the device from your list and press Forget Device. If the Echo show is paired with a number of devices, you may need to do this for each.
- Restart your Echo Show device and the sound should be restored, if Bluetooth connectivity was the problem. Open the Alexa app and tap on Devices.
- Select your Echo Show device from the list of available devices.
- Tap on Bluetooth Devices and re-pair your external speakers, if you don't want to use the native Echo Show speaker.
3. Unplug Aux Cable if Connected
Similar to the Bluetooth example, if you have an external speaker connected via the auxiliary cable, that device may be turned off or turned down.
- Examine the device and check if it is connected to an aux cable.
- If it is, disconnect the aux cable from the device.
- If that was the problem, the sound should now return to your Amazon Echo Show.
4. Microphone disabled / muted
Another obvious one! It's possible that the problem is not with a lack of sound from the device, but that you have the mute button switched on so Alexa cannot hear your commands to respond to!
On the top of the device is the “disable microphone” button. Once you see the red indicator, you know the device is muted and the microphones are switched off. Sliding back or pressing this button will allow the device to pick up commands which it can then respond to.
No Sound on Audio/Video Calls or Drop-Ins
If you are not hearing sound from another party in a call or drop-in, then it’s possible that they have their microphone disabled.
Similar to your own device, they’ll need to ensure the red light is not showing on their device.
5. Nearby Echo speaker picking up commands
I’ve had situations where I’ve asked Alexa on my Echo Show a question, and instead of responding, another Echo speaker in a different room responded.
If the volume level is quite low on that other Echo speaker, then it might seem like there’s no sound coming from your Echo Show.
If multiple devices hear a question, the one that hears it the loudest should respond however that’s not always the case.
If you suspect this may be happening to you, you can confirm it in your Voice History on the Alexa app where a single command will be listed more than once with the other recordings tagged as “Audio was not intended for this device.”
Finally, if this is your problem, then the only solution may be to move one of the devices further out of earshot.
6. Wrong Name for Speaker or Group
If you are trying to play music or a podcast by using the device's name or a group name, you may have the name wrong.
You can check the name of the device and any groups or multi-room groups the device is in, by going to the Alexa App and clicking Devices.
By clicking Echo & Alexa, you can see the exact name of your Echo Show.
On the Devices screen you can see the various Group names and by clicking in you can see which devices are in which group.
You can do this by going to the Alexa App and clicking Devices. At the bottom you’ll see Speaker Groups and from there you can edit existing multi-room setups.
7. Multi-Room Setup
Similar to the above scenario, if you are facing the issue of no sound coming from your Echo Show while trying to play music in a multi-room group setup, here is a recommendation. Try removing and adding the device to the group again and if that doesn't work, try deleting and setting up the multi-room group again.
8. Do Not Disturb Mode Enabled
If you are awaiting a call, notification or message which does not come through, it’s possible that Do Not Disturb mode is enabled on your Echo Show.
You can check this by swiping down on your device to see if the Do Not Disturb feature is toggled on.
9. Out of Date Software
Software updates can sometimes resolve sound issues on your Alexa Echo Show. To check for and install software updates, follow these steps:
- Say “Alexa, check for updates.”
- Alternatively, you can trigger the settings menu by saying “Alexa, go to settings” or by swiping down from the top of the screen and tapping on Settings.
- Within the settings, select Device Options.
- To check for available software updates, tap on Check for Software Updates.
If there are any available software updates, your Echo Show will automatically download and install them. After the updates have been installed, restart your device and see if the sound issue has been resolved.
10. Factory Reset your Echo Show
If none of the above work, it’s worth factory resetting your device back to its default settings.
To do this you swipe down on your Echo Show and go to Settings > Device Options. At the bottom, you have the option to Reset to Factory Defaults. Press this and then follow the instructions to wipe the device and start fresh.
This may help if there was a corrupted firmware update that caused a problem with the sound output.
You can also deregister and re-register your device on the Alexa App.
11. Use the correct power adapter
If you’re not using the power adapter that originally came with your Echo Show, then you may encounter some odd behavior. This can happen if the voltage and amperage is lower or higher than what the Echo Show requires to run correctly.
In this instance, it's best to find the original power cord or look for an official replacement online.
12. Damaged / Faulty Hardware
In my experience, I encountered a problem with an Echo speaker which in retrospect was located too close to a sink and eventually suffered water damage.
If your Alexa Echo Show has been damaged, it, unfortunately, might be time to replace it. On the other hand, if your device is new and has never produced sound, it is worth exploring the possibility of a replacement under warranty.
Sound is playing but is distorted
In some cases, you may experience some trouble with sound distortions. This may be that the audio is not working properly, is muffled or difficult to hear. The Amazon Echo Show has multiple built-in speakers. In some cases, some of these speakers may be working just fine whilst others may not be.
The main cause of distorted audio is prolonged music playback on high volume, which can result in damage to the speakers. If the audio is crackly or makes a popping noise, you may have to replace the speakers inside the device or the device itself.
If you experience trouble with audio on one or both speakers, the internal cable connections that connect the speakers to the rest of the device may be frayed.
If your device is still within warranty, you could look to get a replacement.
If not and you have the skills, you could open the speakers to fix and reattach the connections. There are guides available online on how to do so. You should remember that the moment you pop open your speakers, you will forfeit your warranty so it's definitely your last port of call. Therefore, if you are unsure of what to do, it is best to contact customer support for guidance on what to do next.
At SmartHomePerfected we always advise readers not to undertake any work they are not competent in performing and if in any doubt, it is best to seek the assistance of a professional.
When all else fails … contact customer service and look for a replacement!
If you have worked through this guide and still have no sound coming from your Amazon Echo Show or are having persistent problems requiring regular reboots, it may be time to pick up the phone and contact customer service. If the device is still under warranty you may be entitled to a replacement if the issue is a manufacturing fault.
I hope this guide helps you resolve your problems with your Amazon Echo Show.
If you have any thoughts or feedback on the troubleshooting tips detailed above, it’d be great to hear from you in the comments below.