Amazon Echo says "sorry, that device is offline" when trying to play music

[dizny71]

I'm having an odd issue with my new Echo.  When I try to play music it tells me "sorry, that unit is offline".  I have to turn on my bluetooth speaker, then the music will play through the speaker, then turn off my bluetooth speaker and the music will play on the echo.

I have tried deregistering the echo and setting it back up with no bluetooth speaker and I get the same message when I try to play music.  The echo works fine with commands and getting information like weather or news.  It's only with music that I get this error message.

No other echos are giving me problems, just this new one.

How do I fix this?

[renegade600]

try pulling the plug of the echo device for about 40 seconds

[dizny71]

I tried that.  I unplugged the echo and left it unplugged for about 2 minutes then plugged it in and tried it.  Same error.

[renegade600]

what is the music service you are trying to play from?  did you try different ones?  what about radio stations?   what is the exact command you are using?

[dizny71]

Amazon Music.  I'm a member of the unlimited service.

I say, "Alexa, play 70's music" or something like that.  I've also tried my XM radio and I get the same results.  If I power on my bluetooth speaker everything works fine then I power off the speaker and the audio flips back to the internal echo speaker.  If I try it though without the bluetooth speaker powered on, I get that error.

I also get that error if I remove the bluetooth speaker entirely from the echo.

[renegade600]

did you try alexa, play 70s music from amazon music?   which echo device is it?   might be time to contact customer service on this one.

[dizny71]

Thanks.  I just did and I'm getting a replacement unit.