Article ID : 00228846 / Last Modified : 05/07/2019

Error: "Either your mobile device isn't connected, or you need to open the Alexa App and try again" is played, and the function cannot be used (Android OS devices).

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IMPORTANT: If model-specific information is required to complete any of the steps in this solution, refer to the operating instructions supplied with the product.

Please verify the link below to check out the requirement when using Amazon Alexa with your wireless headset.


If the issue is still unresolved, try the following:

  1. Delete the device information registered to Amazon Alexa.
  2. Delete the headphone information registered in your smartphone's Bluetooth settings.
  3. Re-pair your headphones and smartphone.
  4. Initialize Amazon Alexa.