Amazon Alexa Support Info

This page contains information regarding the following topics:

  1. Supported Sharp TV Models
  2. Smart TV Remote mobile app with the Amazon Alexa Service setup instructions
  3. Setup instructions with third-party Alexa-enabled devices
  4. Instructions to change the password for the smart TV account
  5. Instructions to use a different profile for Alexa Service on TV
  6. Information about software updates for the Smart TV Remote app, Alexa app and Amazon Alexa devices
  7. Instructions to turn off Alexa service on the TV
  8. How to manage TVs connected with your smart TV account
  9. Troubleshooting Tips

Amazon Alexa Service Support

Introduce Sharp TV with Amazon Alexa Service

You can now interact with Sharp TV in the most natural way possible -- by talking. Using just your voice, you can play video and music*, change channels, change volume, control smart homes devices*, and more. Alexa is the brain behind this, understanding and replying to questions in seconds. Alexa has infinite abilities -- we call these “skills”. To explore what you can do with Alexa, visit the Alexa Help page on amazon.com.

*Voice commands only work on TV models with Alexa built in.

Supported TV Models

  • 43”, 50”, 55”, 65” Q7000 Series

Set up the Amazon Alexa Service on TV

Set up with the Smart TV Remote mobile app

The Smart TV Remote app is available on:

  • Android 4.0 or higher
  • iOS 8.0 or higher

Go to the app store on your mobile device and search for “Smart TV Remote"  with the app icon SHARP OEM

  1. Select the TV from the Smart TV Remote app to connect.
  2. Go to the CONTROL screen and select the MICROPHONE button. Next, follow the instructions on the TV screen.
  3. To create a smart TV account, visit the unique sign-up webpage on the TV screen using a mobile device or a computer. If you have created an account for Alexa before, sign into your existing account.
  4. Enter the code on the TV screen to add the TV to your account.
  5. Choose a name for your TV from the list on the screen. Make sure the name you choose is not used by another Sharp TV whose Alexa Service has been enabled.
  6. Visit amazon.com/code and sign into your Amazon account. Then enter the code on the TV screen. To control your TV with both the Smart TV Remote app and a third-party Alexa-enabled device, make sure to sign into the same Amazon account that you are using on the device.
  7. Download the Alexa app on your mobile device. In the app, go to the menu, and select Skills. Or, visit the Alexa Skills store on the Amazon website: https://www.amazon.com/skills.
  8. Search “Smart TV Voice Control”. Select it to open the Skill Detail page.
  9. Select the Enable Skill option.
  10. To ask Alexa: Open the CONTROL screen and select the MICROPHONE button. Next, press and hold the microphone icon at the center of the screen.

Set up with third-party Alexa-enabled devices

Third-party Alexa-enabled devices are sold separately.

  1. Go to Settings > System > Amazon Alexa Service > Alexa Service Setup, and follow the instructions there.

NOTE: If you do not see 'Amazon Alexa Service' in the System settings, then your TV does not support Alexa.

  1. To create a smart TV account, visit the unique sign-up webpage on the TV screen using a mobile device or a computer. If you have created an account for Alexa before, sign into your existing account.
  2. Enter the code on the TV screen to add the TV to your account.
  3. Choose a name for your TV from the list on the screen. Make sure the name you choose is not used by another Sharp TV whose Alexa Service has been enabled.
  4. Visit amazon.com/code and sign into your Amazon account. Then enter the code on the TV screen. Make sure to sign into the same Amazon account that you are using on your Alexa-enabled device.
  5. Download the Alexa app on your mobile device. In the app, go to the menu, and select Skills. Or, visit the Alexa Skills store on the Amazon website: https://www.amazon.com/skills.
  6. Search “Smart TV Voice Control”. Select it to open the Skill Detail page.
  7. Select the Enable Skill option.
  8. Refer to the manual of your Alexa-enabled devices about asking Alexa.

For issues accessing your Amazon account and using the Alexa app during setup, visit amazon.com.

Smart TV Remote app basics

Home Screen

The Home screen shows favorite broadcast channels (if applicable), apps, and inputs on your TV, and access to photo and video library on your mobile device. You can use the icon at the bottom left of the screen to switch between the Control Panel and the Home Screen.

Control Panel

Select the Remote icon to control your TV.

  • Direction Pad - Swipe up/down/left/right to navigate and tap to confirm selection.
  • Broadcast TV - Change channel and manage closed caption and language.
  • Media Controls - Pause, play, stop, rewind, fast forward the content running on TV, or go to the previous or next piece of content.
  • Keyboard - Input text on TV.

Note: Keyboard is not supported in third-party apps.

  • Touchpad - Drag to navigate in the browser app on TV
  • Volume - Change volume
  • Microphone - Input voice commands

TV List

Select the TV icon to view supported Sharp TVs in your network.

Control other smart home devices with Sharp TV and Alexa

You need the Smart TV Remote app to control other smart home devices with Sharp TV.

For issues setting up other smart home devices, contact the support team of the product manufacturer. Make sure your smart home device is signed in with the same Amazon account as the one on your Sharp TV.

For information about compatible devices and managing them, visit Alexa Help page on amazon.com.

TV doesn’t respond to Alexa voice commands

  1. Make sure the Alexa Service Setup is completed. Go to Settings > System > Amazon Alexa Service > Setup Checklist, and the follow the instructions on screen.
  2. Make sure “Smart TV Voice Control” skill is enabled. In the Alexa app, go to the menu, and select Your Skills. Or, visit https://alexa.amazon.com/ on a computer to access the app in a browser. To enable “Smart TV Voice Control” skill:
    1. In the app, go to the menu, and select Skills. Or, visit the Alexa Skills store on the Amazon website: https://www.amazon.com/skills.
    2. Search “Smart TV Voice Control”. Select it to open the skill detail page.
    3. Select the Enable Skill option, or ask Alexa to open the skill.
    4. For further issues using the Alexa app, visit amazon.com.
  3. Make sure the TV is not muted. The TV should display a Mute icon if it is muted.
  4. Make sure your TV is connected to the network. Go to Settings > Network > Network Test and check your network connection.
  5. Make sure your third-party Alexa-enabled device is connected with the same network as your Sharp TV. To view the network your TV is connected with, press the Home button and check the upper right corner.
  6. If you are trying to control your TV using a third-party Alexa-enabled device together with the Smart TV Remote app, make sure your device is signed in with the same Amazon account as the one on your Sharp TV. To view the Amazon Account you are using on the TV, go to Settings > System > Amazon Alexa Service > Setup Checklist.

For further issues using your third-party Alexa-enabled device, contact the support team of the product manufacturer.

Alexa doesn’t understand me

You need an active Wi-Fi connection for Alexa to answer your questions or process your requests. Here are some tips if Alexa does not understand your requests.

  • Say “Hi Alexa” to the TV. Does the cyan chrome on the TV screen activates, indicating that it heard you?
  • Be clear
  • Make sure there is no background noise when you speak to Alexa.
  • Speak naturally and clearly to Alexa.
  • Be specific
  • Repeat your question or request.
  • Rephrase your question or make it less general. For example, there are many cities around the world called "Paris." If you want to know the weather in Paris, France, say, "What's the weather like in Paris, France?"
  • Make sure Alexa heard your question correctly. In the Alexa app, select Learn more at the bottom of the interaction card. You can read what Alexa heard, listen to your request, or provide feedback.

For issues using a third-party Alexa-enabled device, contact the support team of the product manufacturer.

Issues streaming music and more on the TV

An intermittent Internet connection or low available bandwidth is usually the cause of many streaming issues. To stream music and other content through Alexa, your Internet connection needs to be at least 512 Kbps (0.51 Mbps).

  • If you have multiple devices on your Wi-Fi network, you may have inconsistent Wi-Fi performance.
  • Turn off devices you aren't using to free up bandwidth on your network.
  • Move your router and modem within 10 feet of your TV and make sure it’s not blocked by an object. Or, use a wired LAN cable instead.
  • Move metal objects and other sources of possible interference (such as microwave ovens or baby monitors) away from your TV.
  • If you have a dual-band router, connect the TV to the less congested 5 GHz channel for better range and less interference.
  • Restart your TV and network hardware:
  • Turn off and unplug the power source of your router and modem, and then wait ~1 minute and plug back in.
  • Turn on your modem, and then wait for it to restart.
  • Note for Netgear Nighthawk users: If you're unable to set up using the Netgear Nighthawk router, then you may need to:
  • Disable Access Control
  • Enable the option "Allow guests to see each other and access my local network" in the "Guest Network Setup"
  • Turn off and disconnect the power cable from the TV, and then wait ~1 minute and reconnect power cable back in.

After you restart your network hardware, turn your Alexa device off and on again.

Make sure these ports are open on your router

If you have a firewall on your network, check to see if these UDP ports are open for outgoing traffic. Alexa needs these ports open to work correctly:

  • 123
  • 443
  • 4070
  • 5353
  • 40317
  • 49317
  • 33434

If you're not sure if you have a firewall on your network, please contact your network administrator.

  • If you still can't stream any content on your TV, you may want to contact your Internet service provider, your router manufacturer, or your network administrator.

The Alexa Service Setup on the TV is undone

Check if this TV is replaced by a newer TV under your smart TV account, using the same TV Name. To view the TV Name, go to Settings > System > Advanced > TV Name. To use Alexa on multiple Sharp TVs, make sure to choose different names for each TV during the setup.

How to change the password for your smart TV account

  1. Visit my.SmartTVaccount.com and sign in to your account.
  2. Select the Change Password tab.
  3. Enter your new password and confirm the password.

How to use a different profile for Alexa Service on TV

  1. Go to Settings > System > Amazon Alexa Service > Amazon Alexa Service Setup
  2. Select Sign Out and confirm that you are signing out the smart TV and Amazon accounts in use.
  3. Then select Amazon Alexa Service Setup and complete it using different smart TV and Amazon accounts.

 

Information about Software Updates

Software updates for the Smart TV Remote app:

To check for updates, go to the app store on your mobile device and search for "Smart TV Remote". If an update is available, tap the Update button. If you don't see the Update button, you're on the latest version of the Smart TV Remote app.

  • Software updates for the Alexa app:

To check for updates, go to the app store on your mobile device and search for "Alexa App". If an update is available, tap the Update button. If you don't see the Update button, you're on the latest version of the Alexa app.

  • Amazon Alexa devices receive software updates automatically over Wi-Fi:
  • Amazon Echo
  • Echo Dot
  • Echo Plus
  • Echo Connect
  • Echo Look
  • Echo Show
  • Echo Spot
  • Amazon Tap

For latest software versions, go to Alexa Help page on amazon.com.

For other Alexa-enabled devices, contact the support team of the product manufacturer.

How to turn off Alexa Service on TV

  1. Go to Settings > System > Amazon Alexa Service
  2. Turn off Amazon Alexa Service switch.

How to manage TVs connected with the smart TV Account

To view TVs connected with your smart TV account, visit my.SmartTVaccount.com and sign in. To remove a TV from your account, select the Delete button.

Troubleshooting Tips

TV doesn’t respond to the Microphone button in the Smart TV Remote app

Make sure your TV supports Alexa. If you do not see Amazon Alexa Service in your System settings, then your TV does not support Alexa.

TV doesn’t have Amazon Alexa Service under Settings

If you do not see Amazon Alexa Service in your System settings, then your TV does not support Alexa.

TV is not discovered by the Smart TV Remote app

Make sure the TV and the mobile device are connected with the same network.

The Smart TV Remote app and the TV doesn’t connect

The Smart TV Account sign-up web address doesn’t appear during setup

  • Make sure your TV is connected to the Internet. To check your home network, go to Settings > Network > Network Test.
  • Make sure your Smart TV Account screen is not expired. Select the Refresh button on the TV screen to get a new web address.

TV doesn’t connect to the network

  1. Move your router and modem within 10 feet of your TV and make sure it’s not blocked by an object. Or, use a wired LAN cable instead.
  2. Restart your TV and network hardware:
  • Turn off and unplug the power source of your router and modem, and then wait ~1 minute and plug back in.
  • Turn on your modem, and then wait for it to restart.
  • Note for Netgear users: If you're unable to set up using the Netgear Nighthawk router, then you may need to:
  • Disable Access Control
  • Enable the option "Allow guests to see each other and access my local network" in the "Guest Network Setup"
  • Turn off and disconnect the power cable from the TV, and then wait ~1 minute and reconnect power cable back in.
  1. Turn Network Connection on and off on the TV.