Echo Show video calls not working? Here's what to check

⚡ Fast fix

• Try a regular Alexa call. If audio works but video doesn't, focus on the camera.
• Check the camera shutter. It's easy to overlook when everything else seems normal.
• Watch the Wi-Fi. Frozen or dropped calls often point to a shaky connection.
• Still can't get face-to-face?
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An Echo Show™ video call is pretty simple when it works: ask Alexa® to call someone, and a few seconds later you're face-to-face. When it doesn't, you can end up staring at a black screen, a frozen face, or a call that never connects.

At Asurion, our millions of customers trust us to help keep their tech working. Here's how we'd get an Echo Show video call back on track without changing settings that were working just fine.

See whether calling works without video

Try making an Alexa audio call first. If it connects and both people can hear each other, the account and basic calling connection are working, so we'd turn our attention to the camera.

If neither audio nor video works, check the calling setup instead:

• Make sure you're signed in to the expected Amazon account.
• Confirm Alexa Communication is set up.
• Check that the person you're calling appears in your Alexa contacts.

Check the camera

A black screen doesn't necessarily mean the camera has failed. Make sure the physical camera shutter is open, if your Echo Show has one, and check that the camera hasn't been disabled using the device's camera or microphone controls.

Then try the camera somewhere else on the Echo Show. If it works outside video calls, that's a useful clue—the camera itself is probably fine.

Try calling someone else

If one person never receives your calls but another does, we'd leave the Echo Show alone. The problem is more likely tied to that contact or the setup on the other end.

Make sure the person you're trying to reach has a compatible Alexa calling setup and that their contact information is current. If this used to work, a quick test call to someone else can save a lot of unnecessary troubleshooting.

Pay attention to freezes and dropped calls

A call that connects but turns blocky, freezes, or drops a few minutes later points us more toward the connection than the camera.

Watch for other signs of shaky Wi-Fi:

• Alexa responds slowly.
• Streaming video buffers.
• Other smart home features lag.
• The Echo Show drops offline.

If you're seeing those too, restart the router and Echo Show before trying another call. If Alexa keeps having trouble staying online, our guide to fixing Alexa when it won't connect to Wi-Fi walks through the next connection checks.

Restart the Echo Show

If video calling worked recently and nothing obvious has changed, unplug the Echo Show for about 30 seconds, reconnect it, and wait for Alexa to come fully back online before testing another call.

This is especially worth trying when the camera works elsewhere but video calling itself seems stuck.

Make sure the software is current

Echo devices normally update automatically, so this isn't something we'd obsess over early in the troubleshooting. But if calls still aren't behaving normally after the simpler checks, ask, "Alexa, check for software updates." Leave the Echo Show connected to power and Wi-Fi while it checks.

Save a reset for bigger problems

One failed video call isn't a reason to wipe an Echo Show. If the camera works, Alexa responds normally, and other calls connect, a factory reset probably won't solve much.

We'd only start thinking about a reset if video calling is one of several features that remain broken after restarting, checking Wi-Fi, and updating the device. Our guide to resetting Alexa on an Amazon Echo walks through the process if you reach that point.

FAQ

Why isn't my Echo Show video call working?

Check whether audio calls work first, then look at the camera, Alexa calling setup, and Wi-Fi connection.

Why is my Echo Show camera black during calls?

Make sure the camera shutter is open and the camera hasn't been disabled.

Why does my Echo Show video call keep freezing?

Wi-Fi is a likely culprit, especially if streaming or other Alexa features are lagging too.

Can I video call someone who doesn't have an Echo Show?

Compatible phones using the Alexa app can support Alexa communication features, so both people don't necessarily need an Echo Show.

Why can I hear someone but not see them?

If the audio works, check the camera shutter and camera controls on the device that isn't sending video.