Alexa - Troubleshooting

Problem:Unauthorized Access or Synchronization Issues

• You are not authorized, or synchronization has been lost.
• Error Message: "System is not found, or synchronization has been lost."

Problem:System Availability Issues

• The system is not available or could not be reached.

Steps to Resolve Issues:

1. Verify Device and App Settings:
   • Confirm the MAC address in the Home Audio app matches the MAC address on the bottom of the WGW-SLX gateway.
   • Ensure you have the correct HTD gateway: WGW-SLX (not GW-SL1 or WGW-SL1).
   • Make sure you are using the email address linked to your Alexa devices in both the Home Audio app and the Alexa app.
2. Check Command Syntax:
   • Use the correct syntax when issuing commands to Alexa. For example, say “Alexa, ask home audio to turn on (Zone Name)” to control a single zone.
   • Refer to the command syntax guide at Alexa Command Syntax.
3. Device and Connection Verification:
   • Confirm the system is powered on.
   • Check your internet connection to ensure it is operational.
   • Verify the WGW-SLX is connected to the Lync or MC controller.
   • Confirm you can control the system with the Home Audio app.
4. Unique Naming for Zones and Sources:
   • Ensure that zone and source names are unique. Duplicate names will prevent syncing to the cloud.
5. Linking and Syncing Apps Correctly:
   • During initial setup, link the apps in the correct order:
     1. Set up the skill in the Alexa app first.
     2. Then link your account in the HTD Home Audio app.
   • When prompted to verify your email, make sure it’s the same in both apps and associated with your Alexa account.
6. Resync After Changes:
   • After making changes to zone/source names, presets, or groups, return to the “Voice Assistant” tab in the Home Audio app and resync to the cloud to maintain settings.

*Quick Tip: Make sure that you do not name any of your zones the same as another device being controlled by Alexa when setting up Routines within the Alexa app. For example, if you have a light named “Kitchen” then you cannot name the kitchen zone on your whole house audio system “Kitchen” in Routines in the Alexa app. You will need to change the names to something like “Kitchen Lights” and “Kitchen Speakers” so that Alexa knows the difference between the two.

If a routine does not execute, confirm the command syntax was correctly entered within the Routine in the Alexa app. Also, confirm that Alexa heard what you entered for the Routine command by going to More > Activity and History > Voice in the Alexa app.