Troubleshooting Alexa

You have attempted to invoke your skill on Alexa and one of the following scenarios:

Scenario 1:  Alexa says:

• "Sorry, something went wrong."

• "There is a problem with the requested skill's response"

• "I'm having trouble accessing your skill right now"

If this happens, something may be wrong with your skill and you should contact us immediately @ customersupport@xappmedia.com 

Scenario 2: Alexa says: "The stream you requested isn't available right now, please try again later."

This is returned when there is a playback failure when Alexa attempted to play your media.  Unfortunately, this is not an uncommon occurrence since sometimes the Alexa devices lose their internet connections or has a slow connection.  We recommend to try it again, and if it continues to happen test your live stream to make sure your stream is still up.  You might have a web player or mobile app that has the same live stream URL and is a good place to test your stream.

Scenario 3: Alexa returns the wrong skill.

This happens if Alexa hears you wrong or hears you correctly and goes to another skill with a similar invocation phrase.  Check your utterance history in the Alexa App, instructions here, to get a better understanding of what Alexa heard you say and the skill it matched your request with.

How to Submit Troubleshooting Information to Us

Submitting thorough troubleshooting information will not only allow us to help identify an issue but allow us to do it as quickly as possible. When submitting a ticket to customersuccess@xappmedia.com, please do it in this format.

Skill Name: skill name

Supposed Date & Time of Occurrence: Date&Time

Does it happen every time?: Yes/No

What does Alexa/Do or Say or Hear?: ****Alexa…..

Doesn't make sense? Try out our XAPPmedia Support Beta for help troubleshooting your skill! Just say, "Alexa, open XAPP (zap) media Support" to begin!