The voice-enabled Amazon Alexa device suddenly no longer controls my TV

IMPORTANT: This article only applies to specific products, countries and/or operating systems. For the applicable products, please check the 'Applicable Products and Categories' section of this article. For the applicable countries/regions and operating systems, please refer to the Supported Countries article.

Before you begin

First, check if your TV model uses the "TV Control with Smart Speakers" app or the "TV Control Setup with Amazon Alexa" app, then follow the corresponding steps below: 

For TV models with the "TV Control with Smart Speakers" app

There are two possible reasons why voice operations have suddenly stopped working.

• The service has not been used for a while, so you have been signed out.
• The link with the Amazon Alexa app (i.e., mobile application provided by Amazon) on your smartphone has been disconnected.

Follow the steps below using your TV and smartphone.

1. Sign in once again to the TV Control with Smart Speakers app on the TV.
   1. On the Apps tab on the TV’s Home Menu, select See all → TV Control with Smart Speakers.
   2. When the Account logged out screen appears, select OK.
      Note: If the Account logged out screen does not appear, you are already signed in. You can skip the sign-in steps below and go to the next item: 2. Link the Amazon Alexa app on your smartphone to the account registered on the TV.
   3. Follow the instructions displayed on your TV to input the activation code on your mobile device.
      
   4. When the activation code has been confirmed, tap Proceed to sign in on your mobile device.
      
   5. Sign in using the ID you have been using up to this point (either your Sony account ID or an Amazon, Apple, Facebook, or Google ID).
      
      Note: Sony has consolidated the IDs used with services for Sony products into a single Sony account. If you select an Amazon, Apple, Facebook, or Google ID, migration to your Sony account begins. Follow the instructions on the screen to complete the migration procedure. 
       
2. Link the Amazon Alexa app on your smartphone to the account registered on the TV.
   1. Open the Amazon Alexa app on your smartphone.
   2. When the Sony’s TV skill screen appears, tap Enable to use.
   3. Follow the instructions on the screen to link the account you are signed into on the TV to the Sony’s TV skill. The process is complete when the message Your BRAVIA account has been successfully linked is displayed. Tap Close. 

For TV models with the "TV Control Setup with Amazon Alexa" app

When the Privacy Policy of the TV Control Setup with Amazon Alexa app in the TV is updated, you cannot control the TV with Amazon Alexa-enabled devices through voice operations. 

Agree with the latest Privacy Policy of the TV Control Setup with Amazon Alexa app to continue using Amazon Alexa-enabled devices to control the TV.

The following message is displayed when you control the TV with Amazon Alexa-enabled devices through voice operations after the Privacy Policy is updated:
"The Privacy Policy has changed. Please run TV Control Setup with Amazon Alexa to accept the changes".

When this message is displayed, the Privacy Policy of the TV Control Setup with Amazon Alexa app has been updated. Agree to the new Privacy Policy by following the steps below.

1. Select the TV Control Setup with Amazon Alexa app.
   For Android™ OS 8.0 or later
   1. Press the Home button on the remote control.
   2. Select Apps.
   3. Select TV Control Setup with Amazon Alexa.
   For Android OS 7.0
   1. Press the Home button on the remote control.
   2. Select TV Control Setup with Amazon Alexa in the Apps category.
2. When the Privacy Policy screen is displayed, select Agree or Proceed. Scroll down and display the full text of the Privacy Policy to select Agree or Proceed.
3. Confirm that you can now control the TV with Amazon Alexa-enabled devices through voice operations.

Note: The Amazon Alexa App is a mobile application provided by Amazon.

Attributions

*Amazon, Alexa and all related logos are trademarks of Amazon.com, Inc. or its affiliates.
*Google and Android are trademarks of Google LLC.