Use-case
If your Fire TV Stick or Fire TV won't connect, won't respond, or won't log in, work through these fixes before contacting support.
Quick checklist
Power and HDMI — TV and Fire device are plugged in and on.
Wi-Fi signal — device is within range of your router.
Amazon account — you're using the correct email and password.
Wi-Fi and network
Find your Wi-Fi password
Network name = SSID. Password = passphrase or key.
Check these locations:
Router sticker — usually on the bottom or back.
Installation guide — or the owner's manual.
A device already on the network — Windows PC, Mac, or phone.
On a Windows PC
Left-click the wireless icon in the taskbar.
Right-click the connected network, choose Properties.
On the Connection tab, find the SSID (network name).
On the Security tab, find the network security key (password).
Admin login required to reveal the password.
On Windows 8.1 or later
Control Panel > View network status and tasks.
Change adapter settings > double-click Wi-Fi.
Connection tab: SSID. Security tab: security key.
On macOS
Open Utilities > Keychain Access.
Click your wireless network name > Info.
Tick Show Password.
Admin password required.
Remote pairing
If the remote isn't working during setup:
Hold Home until "Press to start" appears (about 10 seconds).
Move closer — within 10 ft / 3 m of the device.
Reset the remote — remove batteries, wait 30 seconds, reinsert, hold Home again.
Factory-reset if you have a compatible remote.
Use Amazon's troubleshooting mode for further diagnosis.
For Echo Show 15, follow Amazon's specific pairing instructions.
Amazon account & password
Can't log in
Email format — must be
[email protected](or .net, .org, etc.). Confirm you're using the correct email and password.Phone number — if you signed up with a phone number, include the country code.
Password — check Caps Lock and Num Lock. Passwords are case-sensitive.
Reset the password
Go to Amazon's Password Assistance page.
Enter the email or phone number tied to your Amazon account.
Receive a One-Time Password (OTP) via email or SMS.
Enter the OTP.
Create a new password. It takes effect immediately across all Amazon accounts using that email.
Good to know
If nothing works, unplug the Fire device, wait 30 seconds, plug back in.
Check router health — reboot if the whole network is unstable.
Avoid captive-portal (guest) Wi-Fi. Use a wall outlet, not TV USB. See Keep your screen awake and online for more details.
Contact FRAMEN support with your Screen ID if you need additional help. See Find your Screen ID.