Alexa App latest update for FireHD 10 Tablets - BUGS

[mmalewski]

IMPORTANT: Before you create an issue, please take a look at our Issue Reporting Guide.

Briefly summarize your issue:

I have a “Fire HD 10 Pro” and a “Fire HD 10” tablets. About six weeks ago I noticed an “Alexa App” update on both Fire HD 10 tablets requiring a manual update. When I installed the very latest Alexa App update (for Fire HD 10) the latest Alexa App update “broke” the ability to make or receive Alexa voice or Alexa video calls to and from both of the Fire HD 10 tablets from the very latest Alexa App on iPhone (iOS) Alexa App.

Both the FireHD 10 and FireHD 10 Pro tablets are both showing as “offline” in the Alexa App. Also
the Alexa App for iPhone (despite them being online) and neither tablet can call each other and both tablets can’t call or receive calls.

Prior to the very latest Alexa App for FireHD 10, everything worked properly with all three devices (Alexa App for iPhone/iOS, Alexa App for Fire HD 10 and Alexa App for Fire HD 10 Pro.

The very latest Alexa update for both Fire HD 10 tablets broke the ability to see the tablets as “online” and also broke the ability to call or receive calls to and from the tablets (the call / voice / video buttons are grayed out because the FireHD 10 tablet devices are showing as “offline” now).

What is the expected behavior?

In the iPhone Alexa App the FireHD 10 and FireHD 10 Pro tablets should show up as “online” when you go to “contacts” and then go to “My Home” (the FireHD 10 tablets are unavailable and showing as “offline”). They used to show up as “online” and calling the tablets used to work prior to the very latest Fire HD 10 Alexa App update.

What behavior are you observing?

In the iPhone Alexa App the FireHD 10 and FireHD 10 Pro tablets are showing as “offline”. The FireHD 10 and FireHD 10 Pro should show up as “online” when you go to “contacts” and then go to “My Home” (the FireHD 10 tablets are unavailable and showing as “offline”). They used to show up as “online” and calling the tablets used to work prior to the very latest Fire HD 10 Alexa App update.

Provide the steps to reproduce the issue, if applicable:

Purchase a brand new FireHD 10 Pro or brand new FireHD 10 (just after a factory reset) and once setup everything works, but IF the FireHD 10 tablets start downloading Alexa App updates and you install the very latest “Alexa App” update for Fire HD 10 and Fire HD 10 Pro, then Alexa calling stops working.

Tell us about your environment:

iPhone 13 Pro Max (iOS 16.5.1)

• Alexa App (Device Software Version 1)

Fire HD 10 Pro (Fire OS 7.3.2.8)

• Alexa App (2023.14)(Build 2.2.519220.0)
  (Client Version: 1.24.207679.0)
  (Host Name: alexa.amazon.com)

Fire HD 10 (9th Gen) (Fire OS 7.3.2.7)

• Alexa App (2023.14)(Build 2.2.519220.0)
  (Client Version: 1.24.207679.0)
  (Host Name: alexa.amazon.com)

What version of the AVS Device SDK are you using?

  <x.y.z>

Tell us what hardware you're using:

• Desktop / Laptop
• Raspberry Pi
• Other - tell us more:

iPhone 13 Pro Max (iOS 16.5.1)

• Alexa App (Device Software Version 1)

Fire HD 10 Pro (Fire OS 7.3.2.8)

• Alexa App (2023.14)(Build 2.2.519220.0)
  (Client Version: 1.24.207679.0)
  (Host Name: alexa.amazon.com)

Fire HD 10 (9th Gen) (Fire OS 7.3.2.7)

• Alexa App (2023.14)(Build 2.2.519220.0)
  (Client Version: 1.24.207679.0)
  (Host Name: alexa.amazon.com)

Tell us about your OS (Type & version):

• Linux
• MacOS
• Raspbian Stretch
• Raspbian Jessy
• Other - tell us more:

iPhone 13 Pro Max (iOS 16.5.1)

• Alexa App (Device Software Version 1)

Fire HD 10 Pro (Fire OS 7.3.2.8)

• Alexa App (2023.14)(Build 2.2.519220.0)
  (Client Version: 1.24.207679.0)
  (Host Name: alexa.amazon.com)

Fire HD 10 (9th Gen) (Fire OS 7.3.2.7)

• Alexa App (2023.14)(Build 2.2.519220.0)
  (Client Version: 1.24.207679.0)
  (Host Name: alexa.amazon.com)

[mmalewski]

[mmalewski]

[mmalewski]

Unable to call Fire HD 10 or Fire HD 10 Pro after updating both tablets to the very latest Amazon Alexa App version (on FireHD 10 and FireHD 10 Pro).

Devices now showing as “offline” in Alexa App (under “MY HOME”), despite being “online” (under “DEVICE SETTINGS” and “ALL DEVICES”)

[mmalewski]

[mmalewski]

Unable to call Fire HD 10 or Fire HD 10 Pro tablets after updating both tablets to the very latest Amazon Alexa App version 2023.14 (on FireHD 10 and FireHD 10 Pro) while using a kids profile.

FireHD 10 Tablet Devices (while under a kids profile) now showing as “offline” in Alexa App (under “MY HOME”), despite being “online” (under “DEVICE SETTINGS” and “ALL DEVICES”)

[mmalewski]

Unable to make or receive any Alexa Voice or Video Calls to and from both Fire HD 10 and Fire HD Pro tablets (while in a kids profile) after very latest Alexa App update (2023.14) on both Fire HD 10 and FireHD 10 Pro tablets and on iPhone 13 Pro Max.

[mmalewski]

Unable to make or receive any Alexa Voice or Video Calls to and from both Fire HD 10 Kids and Fire HD 10 Pro Kids tablets (while in a kids profile) after very latest Alexa App update (2023.14) on both Fire HD 10 and FireHD 10 Pro tablets and on iPhone 13 Pro Max.

The FireHD 10 Kids tablets are now showing as “offline” in the Alexa App. What I have discovered is that “Alexa” (voice and video calling) is no longer working and no longer running on the FireHD 10 Kids and FireHD 10 Pro Kids tablets (while in a Kids profile) after the very latest Alexa App update (2023.14).

In the past, if a FireHD 10 Kids Tablet (in a kids profile) was powered on you would always see the FireHD 10 tablet device as “online” (in the Alexa App) and you could make and receive Alexa audio and video calls from that FireHD 10 Kids Tablet (while powered on and running in a Kids profile).

Now after the very latest “Alexa App” update (2023.14) for the very latest Fire OS 7 (Fire OS 7.3.2.8 on Fire HD 10 Pro and Fire OS 7.3.2.7 on Fire HD 10 9th generation) the Alexa Voice and Video calling has stopped working and no longer works (while under a kids profile).

If you are not inside the “CALL” App (under the Kids profile) then Alexa Voice & Video Calling services are not running and Alexa Voice & Video doesn’t work and the tablet doesn’t show as “online” and the tablets don’t ring when you try to call them after the very latest Alexa App Update for Amazon FireHD 10 tablets.

The very latest Alexa App for FireHD 10 tablets has broken the voice and video calling on the tablets.

You used to be able to call the tablets anytime (as long as they were powered on) and the Alexa Voice and Video services were always available and running on the FireHD 10 tablets and used to be working and if you called the tablets they used to ring.

Now after the very latest Alexa App updates for FireHD 10 Kids tablets (running kids profiles) the tablets can’t make or receive any voice or video calls unless you go to “CALL” App and open the call App and that is the only time the Alexa Voice and Video Assistant is available and running and the tablets can’t make or receive any voice or video calls unless the “CALL” App is enabled and running.

Please get this fixed! This is a MAJOR HUGE BUG / ISSUE and has broken the FireHD 10 tablets and they no longer work or function as Alexa devices that you can call (or drop in).

[taolicd]

Mark, pls get help on your Alexa App. Find Help & Feedback to seek out help. Thanks.
This is where you file issues for[ Alexa Voice Service SDK]( (https://developer.amazon.com/en-US/docs/alexa/avs-device-sdk/overview.html), not for the Alexa app.