Alexa Portal V3.2.2

Before we can help a customer setup their SmartCast TV with an Alexa Device like the Echo or Echo Dot the customer will need to make sure they have the Alexa App on their mobile device.

"Before we get started you will need to make sure that you have the Alexa App on your Smart Phone or Tablet. Do you have the Alexa device on your Smart Phone or Tablet?"

If the customer responds with Yes go to the next step.

If the customer says No:

"OK. You will need to download the Alexa App on your Smart Phone or Tablet. If you are using an Android device you can do this by going into the Google Play Store and searching for the Alexa App. If you are using an iOS device you will need to open the App Store and search for the Alexa App. Once it is downloaded you will need to log into the app with your Amazon Account. Once this is done let me know."

EU has Alexa App on mobile device.

EU did not have Alexa App on mobile device. Instructed EU to download Alexa App onto mobile device.

Once the customer has the Alexa App on their phone we need to make sure that the Alexa device is fully setup. We can do this by having the customer say "Alexa, What is the weather today?"

"Since you have the Alexa App on your phone we just need to make sure that your Alexa Device is connected to the internet. Please give Alexa a command like "Alexa, What is the weather today?"

If the Alexa device responds with the weather click the Next button below.

If the Alexa device does not respond or says it isn't connected to the network let the customer know they will need to use the Alexa App to setup the device.

"Since your Alexa device isn't connected to the Network you will need to open the Alexa App on your mobile device and tap on the House icon in the bottom right corner. Then tap on the plus symbol in the upper right corner and tap on "Add Device." This will take you through the setup process for your Amazon Alexa device. When you are done with the setup process please let me know."

Alexa Device already connected and setup.

Alexa Device was not connected to internet. Gave instructions on how to setup Alexa Device.

Once we have confirmed the Alexa device is connected to the network and the customer has the Amazon Alexa App on their Mobile Device we can start connecting the TV to the Alexa device.

"Now that we have confirmed you have the Alexa App and the Alexa Device is connected to the internet go ahead and grab the VIZIO remote for your TV and press the V button on the remote to open SmartCast TV.

Once SmartCast TV is open you should see a menu at the top of the screen that says "Home, Movies, TV Shows, Support and Extras. Press the Right Arrow Key until Extras is selected and press the OK button on your remote.

Now that we're in the Extras Menu Highlight the 'Amazon Alexa' option and press the OK button on the VIZIO remote."

Once the customer is in the Extras menu press the Next button below.

Walk the customer through the steps to connect their TV to their Alexa Device.

"The first step of setting up your TV to work with your Alexa Device you will need to open up a Browser like Chrome or Safari on your Mobile Device and go to dms.vizio.com/link and sign into your myVIZIO account. If you do not have a myVIZIO account you will need to create one."

Pro Tip: If the customer lives in Canada they will need to go to VIZIO.com (not VIZIO.CA) and create an account by signing in with Google or Facebook then go to dms.vizio.com/link and sign in using the same method.

EU had a myVIZIO account and logged into it.

EU Created a myVIZIO account and logged into it.

EU is unable to log into account to pair devices.

Once the customer is logged into their myVIZIO account they will need to tap on the "Approve" button.

"Now that you are logged into you will need to tap on the 'Approve' option."

Had EU tap approve button.

EU received an error when tapping on the approve button.

After the customer approves this they will need to enter the 4 digit PIN number shown on the TV display.

"Now that you have approved linking a TV to your myVIZIO account you will need to enter in the 4-digit PIN number shown on the TV display into the account and then tap on 'Continue'."

PRO TIP: If the customer does not see a 4 digit code they will need to factory reset the TV.

"After tapping on Contine the TV screen and mobile device screen should show a confirmation showing they are linked."

The customer will then need to use the VIZIO TV remote to move to step 2.

"Now that the TV and your myVIZIO account are linked we can move to the next step. Using your VIZIO TV remote, press the down arrow to move to Step 2. Your TV will ask you to Enable Quick Start Mode. To put your TV into Quick Start Mode all you need to do is press the Play/Pause button on your remote. "

EU had TV in Quick Start Mode.

EU changed TV to Quick Start Mode.

After the customers TV is in Quick Start Mode we can move to step 3, adding the SmartCast skill to the Alexa App.

"Now that your TV is in Quick Start Mode we can move to the next step. Using the VIZIO TV remote press the down arrow and move to step 3.

Now open the Amazon Alexa App on your Smart Phone or Tablet and press the menu button in the upper left corner then tap on 'Skills & Games'."

"After tapping on Skills & Games you will need to search for the VIZIO SmartCast skill in the search bar at the top of the screen and Tap on VIZIO SmartCast in the search results."

Once they have the SmartCast skill open in the Alexa App they will need to Enable to skill by tapping on "Enable."

"Now that we have opened the SmartCast skill you will need to Enable it by tapping on 'Enable'."

The customer will need to log into the same myVIZIO account they used previously to finish enabling the SmartCast Skill. After that they will need to tap on Approve once more.

"To finish enabling the SmartCast skill you will need to log into the myVIZIO account we used earlier."

"After logging back in you will need to tap on the Approve button one more time"

Had EU Enable SmartCast skill in the Alexa App. EU logged in and tapped on approve. Skill is enabled.

Had EU Enable SmartCast skill in the Alexa App. EU logged in and tapped on approve. EU received an error message when approving.

Now that the customer has enabled the SmartCast skill the customer will need to have the Alexa device discover the TV. To do this they will need to say "Alexa, Discover Devices"

"Now that we have enabled the SmartCast skill in the Amazon Alexa App you will need to have Alexa discover the TV. All you need to do is say 'Alexa, Discover Device'. Alexa will tell you that it can take up to 20 seconds but once your Alexa Device finds the TV the TV screen will change to show that it has been found."

TV was able to be discovered by Alexa.

TV was not able to be discovered by Alexa.

Now the Alexa is connected to the TV and the customer can test that it's working by giving it a command such as "Alexa, Turn Off ***NAME OF TV***"

"Your TV and Alexa should now be connected to each other. Lets try having your Alexa turn off the TV. What is the name of the TV?"

Once the customer gives you the name of the name of the TV move to the below step.

"OK we can tell Alexa to turn off the TV by saying 'Alexa, Turn off ***NAME OF THE TV THE CUSTOMER GAVE YOU***'. For a full list of commands that can control your TV you can go back to the SmartCast Skill in the Amazon Alexa App."

Tested Amazon Alexa. Alexa is working.

Tested Amazon Alexa after completing all troubleshooting. The TV is still not responding to Alexa commands. $AlexaTSNW

Tested Amazon Alexa and it is not working. Moving to Troubleshooting steps.

Please select one of the below options

Alexa Setup

Alexa Troubleshooting

We need to verify all of the devices are on the same Network. Specifically we need to make sure that they are all connected to the same SSID (Network Name).

"To ensure that all of the devices can see each other we need to make sure they are all connected to the same Network Name. On your VIZIO TV remote press the Menu button and next to the Network option it will show the name of your Network.

Next open the Alexa App on your mobile device and select the house icon in the lower right corner. Once there select "All Devices," you may need to scroll to the right to find this option. Once there select your Alexa Device and it will list the Wi-Fi Network.

Are the Alexa Device and the TV on the same network name?"

PRO TIP: If the customers phone can't find the alexa device it is either not connected to the customers network or connected to a different network.

Alexa Device and TV are on the same network.

Alexa Device is on a different network. Changed TV to the same Network as the Alexa Device.

Once both devices are on the same network have the customer test to see if the Alexa device can turn the volume of the TV up or down.

"Now that they are on the same network lets see if the Alexa device can control the TV. Just ask Alexa to turn the volume up or down by saying 'Alexa, turn up the volume on ***name of TV***.'"

Tested Alexa and TV still not responding.

Tested Alexa and TV is responding.

Let the customer know the TV appears to be working with the Alexa device. Click the Finish button and Copy and paste the notes into your case. YOU MUST COPY AND PASTE THE NOTES INTO YOUR CASE.

Since the devices are on the same network but the TV is not responding to the Alexa device we need to make sure the TV and Alexa App show the TV's name correctly.

"Since the TV and the Alexa device are on the same network we need to make sure that the TV name in the App matches the TV name.

First go into the Alexa App again and back to the All Devices list. Once you are able to see all of the devices paired with Alexa find the TV and tap on it.

Now open up the TV menu again and go to the System option and look at the Display Name.

Do the names match?"

If the names do not match

"OK we will need to change it so they match exactly. In the Alexa App tap on the Edit Name option to the right of the TV name and change it to what the TV says. We recommend having the name something simple like Living Room TV or ABC to make it easier on the Alexa device to recognize the TV.

If you want to change the TV's name you can do so in the System menu by pressing the OK button on the Display Name option."

App and TV show the same TV name.

App and TV showed different names. Changed the name to match.

Alexa App does not find the TV.

Once both devices show the same name have the customer test to see if the Alexa device can turn the volume of the TV up or down.

"Now that they show the same TV name lets see if the Alexa device can control the TV. Just ask Alexa to turn the volume up or down by saying 'Alexa, turn up the volume on ***name of TV***.'"

Tested Alexa and TV still not responding.

Tested Alexa and the TV is responding.

Since we have confirmed they are on the same Network and they share the same TV name we need to unlink the TV and relink them.

"Since we know the TV and Alexa are on the same network, the app is seeing the correct TV name and we have made sure it's hitting the servers, we will need to unlink the devices and re-pair the two together again.

Lets go ahead and unlink them. To do this press the V button on the VIZIO remote. Once SmartCast TV has loaded use the arrow keys to select the 'Extras' option in the SmartCast TV menu and press the OK button on the remote.

Now highlight the 'About' obtion and press the OK button.

Once in the 'About' Menu select 'VIZIO Account' and then Select the 'Unlink' option.

Now that the Alexa Device and the TV are unlinked we need to go through the pairing process one more time. Press the back button on the VIZIO TV remote until we are back in the Extras menu and select the Amazon Alexa option.

Now follow the on-screen instructions to pair the two devices again."

Since All troubleshooting has been completed and the Alexa is still not controlling the TV let the customer know that we are working on some improvements to this functionality and will be updating your TV once the update is ready.

"Since we have completed all troubleshooting and are unable to get the Alexa device to control the TV I wanted to let you know that we are working on improvements to the Alexa functionality with our TV's. Your TV will receive an update once it is available and it should resolve this for you. We apologize for any inconvenience this may have caused you and are working diligently to correct this."

YOU MUST CLICK THE FINISH BUTTON AND COPY AND PASTE THE PAGE INTO YOUR CASE NOTES!!!

Gather the internal serial number from the system information by going to Menu > System > System Information. Once you have the internal serial number enter that serial number in the asset information of the case. This may require an override.

Once the internal serial number is on the case press the "Get Device NOC Info" Button in the Voogle case (next to Edit Asset)

Once the "Detail Information" screen opens click the Re-Reg TV button. and run a Service Check on the TV. For instructions on how to run a Service Check, CLICK HERE

Power off the TV and leave it powered off. Close the Re-Reg tab and click on the "Get Device Noc Info" button again. Refresh the page until the Last Device Contact Date refreshes with a new Date and Time. Once this has the updated date and time, have the customer power the TV back on.

Did this resolve the issue?

Re-Registered unit, issue resolved.

Re-Registered unit, EU still has problem.

Have the customer Power Cycle their Alexa Device and TV.

"Since we know they are on the same network and the Alexa device is unable to find the TV we are going to power cycle both devices. Please unplug your Alexa device and the TV from the power. Once the power cords are unplugged press and hold the power button on the TV for 5 seconds and then plug both devices back into the power.

After they are both powered on and the Alexa Device is ready lets have it discover devices again.

Did Alexa find the TV?"

Power Cycled TV and Alexa Device. Alexa is unable to find the TV.

Power Cycled TV and Alexa Device. Alexa found the TV.

What issue is the customer experiencing?

Unable to log into myVIZIO Account to link TV.

Unable to Enable Alexa Skill.

Alexa is not controlling the TV.

Alexa is unable to discover the TV.

Have the customer Power Cycle their Alexa Device and TV.

"Since your Alexa device is unable to find the TV we are going to power cycle both devices. Please unplug your Alexa device and the TV from the power. Once the power cords are unplugged press and hold the power button on the TV for 5 seconds and then plug both devices back into the power.

After they are both powered on and the Alexa Device is ready lets have it discover devices again.

Did Alexa find the TV?"

Power Cycled TV and Alexa Device. Alexa is unable to find the TV.

Power Cycled TV and Alexa Device. Alexa found the TV.

Gather the internal serial number from the system information by going to Menu > System > System Information. Once you have the internal serial number enter that serial number in the asset information of the case. This may require an override.

Once the internal serial number is on the case press the "Get Device NOC Info" Button in the Voogle case (next to Edit Asset)

Once the "Detail Information" screen opens click the Re-Reg TV button. and run a Service Check on the TV. For instructions on how to run a Service Check, CLICK HERE

Power off the TV and leave it powered off. Close the Re-Reg tab and click on the "Get Device Noc Info" button again. Refresh the page until the Last Device Contact Date refreshes with a new Date and Time. Once this has the updated date and time, have the customer power the TV back on.

Did this resolve the issue?

Re-Registered unit, issue resolved.

Re-Registered unit, EU still has problem.

Since we have confirmed they are on the same Network and they share the same TV name we need to unlink the TV and relink them.

"Since we know the TV and is hitting the servers, we will need to unlink the devices and re-pair the two together again.

Lets go ahead and unlink them. To do this press the V button on the VIZIO remote. Once SmartCast TV has loaded use the arrow keys to select the 'Extras' option in the SmartCast TV menu and press the OK button on the remote.

Now highlight the 'About' obtion and press the OK button.

Once in the 'About' Menu select 'VIZIO Account' and then Select the 'Unlink' option.

Now that the Alexa Device and the TV are unlinked we need to go through the pairing process one more time. Press the back button on the VIZIO TV remote until we are back in the Extras menu and select the Amazon Alexa option.

Now follow the on-screen instructions to pair the two devices again."

Is the customer in Canada or the US?

EU is in USA.

EU is in Canada.

Have the customer go to VIZIO.com on a computer and log into their myVIZIO account. If they do not have a myVIZIO account they will need to create one.

"Have you created a myVIZIO account before?"

Customer says No:

"We will need to create one. On a computer please go to VIZIO.com and select the 'Sign In/Sign Up' option in the upper right hand corner. Then you will need to create an account. After that is done go ahead and sign into the account to make sure it is working."

Customer says Yes:

"On a computer please go to VIZIO.com and select the 'Sign In/Sign Up' option in the upper right hand corner. Once there go ahead and sign into your account using the same information you used to create the account to make sure it is working."

Had EU create an account on VIZIO.com

Had EU log into their account on VIZIO.com

EU has a myVIZIO account but is not able to sign in.

Have the customer go to VIZIO.com on a computer and log into their myVIZIO account. If they do not have a myVIZIO account they will need to create one using facebook or Google to create the login.

"Have you created a myVIZIO account before?"

Customer says No:

"We will need to create one. On a computer please go to VIZIO.com and select the 'Sign In/Sign Up' option in the upper right hand corner. Then you will need to create an account using the Google or Facebook options to create an account. After that is done go ahead and sign in."

Customer says Yes:

"On a computer please go to VIZIO.com and select the 'Sign In/Sign Up' ioption in the upper right hand corner. Once there go ahead and sign into your account using the facebook or Google option you used to create the account."

Had EU create an account on VIZIO.com

Had EU log into their account on VIZIO.com

EU has a myVIZIO account but is not able to sign in.

If the customer is unable to log into their myVIZIO account they will need to Reset the Password by clicking on Reset Password. Once they've reset the password have them try loggin into the account again.

If the customer has already reset the password or they are unable to reset the password have them create a new account.

Had EU reset password and try to log in. EU able to log in.

Had EU reset password and try to log in. EU unable to reset password. Had EU make a new myVIZIO account and log in.

Have the customer go to the dms.vizio.com/link address on a computer and try again.

"Since we received an error when using your mobile device I would like to collect some information and try doing this a different way."

Gather the Phone Model and Browser (Safari, Chrome, Firefox, etc.) and note it in the boxes below.

"Thank you for the information. We're working on improving this functionality on mobile devices. Let's try doing this on a computer. Please go to your computer and lets try there.

When you clicked on the 'Approve' button did it work?"

PRO TIP: If the customer does not have a computer have them use a different mobile device and a different browser.

Customer's Mobile Device is:

Customer browser is:

Had customer switch to a different device and was able to click the approve button.

Had customer switch to a different device and is still getting an error when clicking on the approve button.

Have the customer power cycle everything involved. This includes the TV, Alexa device, and Phone/Tablet/Computer.

"Since we're still getting an error message we're going to reboot all of the devices involved. Please unplug the TV and Alexa device from the power, then plug the TV and Alexa device back into the power. Next we're going to power off the phone, tablet, or computer you are using and then power it back on.

Once everything is back up and running we're going to try linking the devices again."

Power cycled all devices (TV, Alexa, and Mobile/Computer.) Tried linking again EU was able to approve.

Power cycled all devices (TV, Alexa, and Mobile/Computer.) Tried linking again EU still getting an error message when tapping on approve.

Let the customer know we are going to look into this for them and will call them back in 1-2 business days.

Click the Finish button and copy and paste the page into your case. Then e-mail the case# and information to knowledgebase@vizio.com

Have the customer go to Amazon.com and sign into their Amazon account attached to the Alexa device.

"Lets try this a different way. First go to your computer and go to Amazon.com. Once there sign into the Amazon account attached to your Alexa App. After Logging in search for SmartCast Skill."

"Next click on the SmartCast skill option. Then click on 'Enable'"

PROTIP: If the customer has a pop up blocker they will need to disable it as clicking on Enable will redirect to a different page.

"Once you are on the login page use your myVIZIO account to log into the page to enable the skill. Then click on 'Approve'."

Had EU go to Amazon.com and log into their Amazon account. Found SmartCast Skill and clicked on enable. EU signed into their myVIZIO account and clicked on approve. Alexa skill is enabled.

Had EU go to Amazon.com and log into their Amazon account. Found SmartCast Skill and clicked on enable. EU signed into their myVIZIO account and clicked on approve. EU received an error.

Let the customer know we are going to look into this for them and will call them back in 1-2 business days.

Click the Finish button and copy and paste the page into your case. Then e-mail the case# and information to knowledgebase@vizio.com

Have the customer power cycle everything involved. This includes the TV, Alexa device, and Phone/Tablet/Computer.

"Since we're still getting an error message we're going to reboot all of the devices involved. Please unplug the TV and Alexa device from the power, then plug the TV and Alexa device back into the power. Next we're going to power off the phone, tablet, or computer you are using and then power it back on.

Once everything is back up and running we're going to try enabling the skill again through the Amazon.com website."

Power cycled all devices (TV, Alexa, and Mobile/Computer.) Tried enabling through Amazon.com again, Skill is enabled.

Power cycled all devices (TV, Alexa, and Mobile/Computer.) Tried enabling through Amazon.com again, EU received an error when clicking on Approve.

We need to verify all of the devices are on the same Network. Specifically we need to make sure that they are all connected to the same SSID (Network Name).

"To ensure that all of the devices can see each other we need to make sure they are all connected to the same Network Name. On your VIZIO TV remote press the Menu button and next to the Network option it will show the name of your Network.

Next open the Alexa App on your mobile device and select the house icon in the lower right corner. Once there select "All Devices," you may need to scroll to the right to find this option. Once there select your Alexa Device and it will list the Wi-Fi Network.

Are the Alexa Device and the TV on the same network name?"

PRO TIP: If the customers phone can't find the alexa device it is either not connected to the customers network or connected to a different network.

Alexa Device and TV are on the same network.

Alexa Device is on a different network. Changed TV to the same Network as the Alexa Device.

Gather the SmartCast TV Device Config Version and the Companion Library Version Number

"Lets gather some information quick. With your VIZIO Remote press the Home Key or V-Button. Once SmartCast TV has loaded go to the Extras Menu and Select About. Once there select Version Numbers.

What is the SmartCast TV Device Config Version and the Companion Library Version Number?"

*Pro Tip: This the SmartCast Version will show something like 3.1.190513.42849 | v27.4 and the Companion Library Version will show something like 1.1.2(1.0.190509.3394)

SmartCast Version:

Companion Library Version: