Quick answer: first decide whether Alexa cannot hear you, hears you but cannot complete requests, or only one smart-home device fails. Those are different problems. Do not unlink every skill or factory-reset the Echo before that split.
Three fast checks
- Look for a microphone-off indicator and press the microphone button once if the microphones are disabled.
- Ask a simple built-in question. If Alexa responds to that but not to one light/plug, troubleshoot the device or skill rather than the Echo.
- Open the Alexa app and check whether the Echo is online. If several devices are offline, test the home internet/router before resetting each Echo.
The Echo lights up when you speak but Alexa does not complete requests
First check
Try one simple request that does not depend on a third-party skill, then check the Echo connection in the Alexa app.
What to do
If the Echo is offline or requests time out, restart the supported power source and the home network only if other devices also show connectivity trouble. Wait for the Echo to reconnect before testing again.
Done when
A built-in Alexa request completes normally and the app shows the Echo online.
If it still fails
If the Echo is online but built-in requests still fail, check Amazon/Alexa service status and the device support flow. Reserve a factory reset for the model-specific support path.
When only one device or skill fails
If Alexa itself works, open that device in the Alexa app, confirm the underlying manufacturer app still controls it, and repair the integration only if needed. A smart-light failure does not prove the Echo or Wi-Fi is broken.
Official sources
- Amazon Customer Service — official Echo and Alexa support entry point.
- Amazon Alexa — official Alexa product and help entry point.