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Why Does Alexa Say, “Sorry, I Don’t Know That One?”

Alexa is a super-advanced digital assistant that can return question answers and complete tasks within seconds. However, glitches can cause her to tell you that she doesn’t “understand that one.” Why is that?

You might hear Alexa say, “Sorry, I don’t understand that one,” if the program has difficulty communicating with the servers where it receives its information. Various problems on your end and Amazon’s end could cause you to get a confused response from Alexa. 

We’ll go over a few troubleshooting suggestions to help you figure out why Alexa tells you she doesn’t know something and what you can do to ensure that she retrieves the knowledge.   

Why Does Alexa Say, “Sorry, I Don’t Know That One?”

A communication error is present if Alexa says, “Sorry, I don’t know that one,” when you ask her something. That communication error can be between you and Alexa or Alexa and the servers. Fixing the problem starts with first looking at the small stuff, like your voice communication.

Are you speaking clearly? Is there background noise in the room? Is your device far away from you? Any of those situations will make it more difficult for the AI program to pick up on your voice.

Thus, fixing the issue could be as simple as speaking more clearly when you ask Alexa a question or moving the device closer to you. 

Read more: Why does Alexa play music randomly?

Getting Alexa To Understand Your Voice

There may also be a legitimate problem with Alexa not understanding certain elements of your voice. A heavy accent or twang might cause a problem, for example.

You can resolve that issue by doing a little bit of voice training. It may be worth it if you experience “I don’t understand” or “I don’t know that one” messages frequently. 

You can have Alexa learn your voice better by creating a voice profile in the Alexa app. You’ll need to go to “Settings” and then “Your Profile.” The next step is to create a voice profile.

If using a tablet, you may see the option to “Add Your Voice” if you’ve never done it before. A different device might show you something that says “Create a Voice Profile.” Next, you’ll tap “Begin” or “Continue” to teach Alexa your voice. 

The app will ask you to repeat numerous phrases to analyze and remember your voice specifically. Go through that process until it completes creating your voice profile.

The next thing you’ll need to do is activate automatic voice recognition.

You’ll see that under the “Manage Profile” options, and you’ll need to turn it on. Alexa will now understand your voice more efficiently and offer you personalized experiences.

Play with it a little bit to see if you experience fewer instances of confusion when you use Alexa now.  

Read more: Why does Alexa keep stopping sleep sounds?

How To Fix Alexa Saying, “Sorry, I Don’t Know That One”?

An array of problems that don’t have anything to do with your voice could cause Alexa to say, “Sorry, I don’t know that one. Bad weather, poor internet connections, hardware issues, and server errors can cause those problems to occur as well. Here’s how to deal with some of them.

The Weather Is Bad

Inclement weather can cause Alexa to have communication issues with the server. Wind and rain are usually the biggest culprits of connection problems.

You may want to contact your internet service provider and check for internet issues if you’re experiencing complications with Alexa during a storm.  

Your Internet Connection Is Poor

You may also have a very poor internet connection for another reason. Your device may be positioned too far away from the router.

You may have too many devices connected to the Wi-Fi connection, or your Alexa device could be connected to the wrong network. Visit the device’s network settings to verify that you are connected to your home’s Wi-Fi network. 

Try disconnecting from your VPN service if you have one connected because it can cause problems as well. Alternatively, you can try a different VPN. See if Alexa understands you.

Reset your router by pressing and holding the reset button and allowing it to restart. This may resolve your issue, too. 

The Alexa App Needs an Update

Your problem could be due to a much-needed Alexa app update. The non-updated software could be missing some crucial components that affect the way Alexa communicates. 

Alexa Echo devices usually automatically update. However, there is a way you can initiate one if you think yours doesn’t have the latest software version.

What you’ll need to do next is press the “Mute” button. You’ll see the Echo’s ring turn red.

After three minutes, you will hear your device announce that it needs to do an update. Leave it  as is and allow it to do that.

The updates usually take about 30 minutes to complete. The device will restart once the update is done, and you can try communicating with it once again.  

Your Device Needs a Reboot

Rebooting all devices associated with Alexa might solve connection issues for you. You can do a simple restart or a full factory-setting reboot on either device. The factory reset is best if you’ve gone through all the other options and none work. 

To reset your device using the Alexa app, you’ll need to go to “Devices” and then “Echo & Alexa.” Select which device you want to reset and then hit “Factory Reset” and confirm.

Allow the machine to go through its processes and then see if Alexa understands you. 

The Servers Are Down

Sometimes, the issue with Alexa not understanding something has to do with Amazon. Their servers may be acting up, or another issue might exist.

You can contact them by calling their customer service to see if they’ve reported any problems. 

You Have a Hardware Problem

In some cases, the issue can lie with your Alexa Echo, mobile phone, tablet, or other device itself. You may simply have a software or hardware problem that a technician needs to fix for you.

If nothing works, you can contact a reliable Amazon technician or take your device to an electronics expert to see if that person can inspect it for a severe issue.

You can decide then to get your device fixed or replaced under warranty.