Problem Ultra + Echo Show 15 Preferred Speaker

[192khz]

Hi All,
I'm new to WIIM and the forum, this is my first post and really appreciate some help.

I have an Ultra + Vibelink in a group with an Echo Show 15 but it's behaving very strange.

Previously used an Amp Pro instead of the Ultra and everything worked fine with Alexa voice commands and preferred speaker.

Now when I ask Alexa to play music it won't play on the preferred speaker (Ultra) it just goes straight to the Show. But oddly Alexa's response to the command will play through the speakers e.g. "now playing a mix for you". Also if I ask the Show to play BBC Sounds it plays through the Ultra and main speakers.

I've updated firmware/software, deregistered/reregistered, relinked Amazon Music in WH app, rebuilt the room in Alexa app etc.

Any help much appreciated.

 

[Burnside]

That’s good progress. Re Amazon Music Free, I had forgotten that WiiM said at one point it wasn’t supported in the WiiM app, but perhaps Alexa is providing some sort of workaround.

I’d agree with you saying it looks like an issue with your original account - or perhaps with your Amazon Music subscription.

Now that you have that second account set up, you could try adding that to an Amazon Household/Family as per the links I provided earlier and see if it still works, but this time with the shared benefit of Amazon Music Prime.

I still share your earlier concern though that you could get Amazon front line support to understand the issue (they tend to see involvement with any third party device as not their problem), but armed with your extensive testing and results, they may sit up and listen. I’d ask to speak to an Amazon music technical specialist and/or an Alexa specialist who’d hopefully understand your issue better.

 

[192khz]

Re: Amazon Free Music
Yes I think the workaround is via the Alexa app as it's the default service under 'Music and Podcasts' for the new account.

Re: Amazon Household
Unfortunately I can't share my main account as it's already linked and it allows only one link to another adult in the family - which is a shame as this would be any easy way to check.

Now it appears to be working the dilemma is whether to transfer everything to the new account, open a new subscription to Prime and Unlimited etc and cancel and close the original - probably won't l, but tempting.

Or tackle Amazon customer services which didn't go well last time, got bounced between agents 4 times in about 20 min and the difficulty lies with describing the problem.

I'll take your advice and try to speak to an application specialist.

And I think I'll revert the system back to the original account as a test to see if by some good fortune it's somehow rectified itself.


Many thanks to you and @Wiimer for your help and advice.

 

[Burnside]

That’s a pity that your already shared account sounds as if it’s in another location, but the fact that you can tell Amazon that the echo and ultra behave in another account but not in your original account is valuable information that even a front line support agent might grasp.

Hopefully we’re edging closer to a resolution

 

[192khz]

The shared account is in the same location but the girlfriend wouldn't appreciate the hassle of switching around accounts and settings etc so it's easier to do it the hard way.

Absolutely, the fact that the devices/apps behave differently in different accounts is probably the single most valuable piece of info out of all the various tests and checks that were necessarily conducted in the first instance - it was a good call

It seems to definitively tie it to an account issue, whatever that maybe (some corrupted switch or setting running in the background somewhere) and not the device which it apparently seemed to be at first.

I did revert it back to the original account in the hope that it would somehow fix itself but I didn't wishful thinking really.

Managed to get a ticket opened with Amazon technical specialists, had a chat with a really good agent earlier who took the time with diagnostics and info gathering.

So fingers crossed

 

[Wiimer]

The shared account is in the same location but the girlfriend wouldn't appreciate the hassle of switching around accounts and settings etc so it's easier to do it the hard way.

Absolutely, the fact that the devices/apps behave differently in different accounts is probably the single most valuable piece of info out of all the various tests and checks that were necessarily conducted in the first instance - it was a good call

It seems to definitively tie it to an account issue, whatever that maybe (some corrupted switch or setting running in the background somewhere) and not the device which it apparently seemed to be at first.

I did revert it back to the original account in the hope that it would somehow fix itself but I didn't wishful thinking really.

Managed to get a ticket opened with Amazon technical specialists, had a chat with a really good agent earlier who took the time with diagnostics and info gathering.

So fingers crossed

I'm glad @Burnside's excellent suggestions are getting you closer to a solution.
I'm praying for you too