Troubleshooting Echo Show 20 Microphone Auto‑Mute on Call Features

Echo Show 20 users have noticed that during a call the device automatically mutes the microphone, often interrupting conversations. The problem can be caused by a software glitch, a settings conflict, a network issue, or hardware limitation. This guide walks you through common causes and step‑by‑step fixes so you can restore a reliable call experience.

Understanding the Auto‑Mute Feature

The Echo Show 20 runs Alexa Voice Service and supports video and audio calls to contacts in the Alexa app, other Echo devices, or via the Alexa app on a phone. When a call starts, the device should keep the microphone active unless the user or a setting forces it to mute.

The automatic mute can happen for a few reasons:

• Software bug in the device firmware or the Alexa app.
• Incompatible settings that enable “Do Not Disturb” or “Microphone off”.
• Network interference causing the call connection to drop, which triggers a safety mute.
• Physical obstruction such as a case or a dirty mic cover.
• Hardware wear or a defective mic.

By systematically checking each of these areas, you can usually pinpoint the cause and apply a fix.

Step 1: Verify Basic Call Setup

1. Make sure the Echo Show 20 is the active speaker. When you initiate a call from the Alexa app, the device should show a video preview. If the screen remains blank, the device might not have joined the call, and the mic will stay muted.

2. Confirm the other party’s device is online. If the other side is on a different network or has a poor connection, the call may fall back to audio only, which can trigger a mute on the Echo Show.

3. Check that you have enabled “Video Calling” in your Alexa app. Navigate to Settings → Devices → [Your Echo Show] → Communications → Video Calling. Ensure the toggle is on.

4. Make sure the camera is not covering the microphone. The Echo Show 20’s microphone sits on the front panel; a case that covers the panel can cause the device to think the mic is blocked.

Step 2: Inspect Device Settings

Microphone Settings

• Open the Alexa app, go to Settings → Devices → [Your Echo Show] → Microphone.
• Verify that “Microphone On” is selected.
• Turn the microphone off and on again; sometimes a quick toggle forces the device to reset its mic status.

Do Not Disturb and Quiet Time

• In the Alexa app, go to Settings → Devices → [Your Echo Show] → Do Not Disturb.
• Ensure Do Not Disturb is not enabled, unless you want the device to silence calls.
• Check Quiet Time settings; if a schedule is set to mute the mic during certain hours, the device will automatically mute during those times.

Call Notification Settings

• Go to Settings → Devices → [Your Echo Show] → Communications.
• Under “Call Notifications,” make sure “Microphone during calls” is allowed.
• Some users disable microphone access for privacy; re‑enable it.

Voice Profile and Language

• If you recently updated your voice profile or changed the language setting, the microphone may misbehave.
• In the Alexa app, go to Settings → Voice Profiles → [Your Voice] → Language.
• Confirm that the language matches your device’s default language.

Step 3: Update Firmware and Software

Out‑of‑date firmware is a common source of bugs. Follow these steps to ensure your Echo Show 20 runs the latest software:

1. Check for device updates:

   • Open the Alexa app.
   • Go to Settings → Devices → [Your Echo Show] → About.
   • Tap “Check for Updates.” If an update is available, download and install it.
   • A device reboot is usually required; allow the Echo Show to restart automatically.

2. Update the Alexa app:

   • Open the app store on your smartphone.
   • Search for “Amazon Alexa.”
   • If an update is listed, install it.

3. Restart the device after updates:

   • Press and hold the Volume down button until the “Restarting” screen appears.
   • Let the Echo Show reboot.

Step 4: Test the Microphone Independently

You can isolate the microphone issue by performing a sound test:

1. Say “Alexa, what’s my device name?” to confirm voice recognition works.
2. Try the “Show me my voice” feature: Say “Alexa, show me my voice.” The Echo Show 20 should play back a recording of your voice.
3. If the playback is silent or the recording is garbled, the microphone hardware might be faulty.

If the microphone works fine during voice commands but mutes during calls, proceed to the next step.

Step 5: Check Network Conditions

Call quality heavily depends on a stable Wi‑Fi connection:

1. Measure signal strength: In the Alexa app, go to Settings → Devices → [Your Echo Show] → Network. Note the Wi‑Fi SSID and signal strength.

2. Move the Echo Show closer to the router if the signal is weak.

3. Avoid interference:

   • Keep the Echo Show away from microwave ovens, cordless phones, or other devices that use 2.4 GHz.
   • If your router is dual‑band, connect the Echo Show to the 5 GHz band for a clearer channel.

4. Run a speed test: Use a Wi‑Fi analyzer or a speed test app to verify upload and download speeds. Call performance generally requires at least 0.5 Mbps upload.

5. Restart your router: Turn it off, wait 30 seconds, and power it back on. This can resolve many transient connectivity problems.

Step 6: Reset the Microphone

Sometimes the Echo Show’s mic configuration needs a reset. You can do this by:

1. Going to Settings → Devices → [Your Echo Show] → Reset.
2. Select “Reset Settings” (not a full factory reset).
3. Confirm the action.
4. Once the device restarts, re‑enable the microphone as described in Step 2.

Step 7: Advanced Troubleshooting – Log Capture

If the previous steps do not resolve the issue, capture a log and send it to Amazon support:

1. Open the Alexa app and go to Settings → Device Settings → [Your Echo Show] → Debug Mode.
2. Toggle the switch to enable.
3. Reproduce the call that mutes the mic.
4. After the call ends, disable Debug Mode.
5. In the Alexa app, tap Help → Contact Us → Technical Support.
6. Attach the log file (the app will guide you) and describe the problem.

Amazon engineers can analyze the logs to find hidden software errors.

Step 8: Factory Reset as a Last Resort

If all else fails, a full factory reset can clear corrupt software:

1. Open the Alexa app.
2. Go to Settings → Devices → [Your Echo Show] → Reset.
3. Choose Factory Reset.
4. Confirm the action.
5. The device will erase all data and revert to its original state.
6. Set it up again as a new device and test a call.

Note: This will delete all personal settings, custom routines, and stored voice profiles. Use it only after backing up any important data.

Step 9: Contact Amazon Support

If the Echo Show 20 continues to mute the microphone during calls after following all the steps above, it may be a hardware defect. Reach out to Amazon:

• Visit the Amazon Echo Help page and select Chat or Call.
• Provide your device’s serial number (found on the back of the device or in Settings → About).
• Explain the troubleshooting steps you have already performed.
• If the device is still under warranty, Amazon can offer a replacement or repair.

Quick‑Reference Checklist

• [ ] Verify active speaker and correct call setup.
• [ ] Confirm microphone and Do Not Disturb settings.
• [ ] Update Echo Show firmware and Alexa app.
• [ ] Test microphone separately.
• [ ] Ensure robust Wi‑Fi connection.
• [ ] Reset microphone settings.
• [ ] Capture debug logs and contact support.
• [ ] Perform a factory reset if necessary.

This checklist can be printed or saved for future reference whenever you encounter auto‑mute issues.

Preventing Future Auto‑Mute Issues

• Keep the Echo Show’s software up to date.
• Avoid covering the microphone with cases or screen protectors.
• Use a dedicated Wi‑Fi channel and minimize interference.
• Disable Do Not Disturb during times when you expect to use calls.
• Periodically test voice commands to ensure the microphone remains responsive.

By maintaining a clean environment and staying proactive with updates, you can reduce the likelihood of experiencing automatic microphone muting.

Visual Guides

With these troubleshooting steps, you should be able to diagnose and fix most situations where the Echo Show 20 automatically mutes its microphone during calls. Happy calling!