The Amazon Alexa setup cannot be completed and displays a message that the device is offline

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

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.
2. In the Amazon Alexa app, select Device → All devices, locate the device displayed as offline, then deregister it.
3. Use the Sony | Music Center app to again set up 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 Settings → Amazon Alexa → Setup, and then follow the on-screen instructions to complete the Amazon Alexa setup.

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