LoxVoice Troubleshooting Guide

Fix common voice control issues with your Loxone smart home

Having problems? Don't worry - most issues can be resolved in minutes with our comprehensive troubleshooting guide below.

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Quick Diagnostic Checklist

Before diving into specific issues, verify these basics:

Your LoxVoice subscription is active and not expired
Your Miniserver has a stable internet connection
The LoxVoice skill/action is enabled in your Alexa or Google Home app
Your voice assistant device has a working internet connection
You can control devices manually through the Loxone app

Device Discovery Issues

Alexa/Google Can't Find Any Devices

If your voice assistant isn't discovering any Loxone devices during the setup process, follow these steps:

  1. Verify Miniserver Connection: Log into your LoxVoice dashboard at app.loxvoice.com and confirm your Miniserver shows as "Connected" with a green indicator.
  2. Check Device Exposure: In your LoxVoice dashboard, ensure devices are enabled and marked for voice control. Not all Loxone controls are automatically exposed.
  3. Re-enable the Skill/Action: In the Alexa or Google Home app, disable the LoxVoice skill/action, wait 10 seconds, then re-enable it.
  4. Run Discovery Again: Say "Alexa, discover devices" or "Hey Google, sync my devices" and wait 45 seconds for the process to complete.
  5. Check Device Names: Ensure your Loxone devices have clear, unique names in Loxone Config. Avoid special characters or very long names.

Pro Tip

Discovery can take up to 45 seconds. Don't interrupt the process. If you have many devices (50+), it may take longer.

Some Devices Not Discovered

If only some of your Loxone devices are being discovered:

  1. Check Device Categories: Verify the missing devices are supported device types (lights, blinds, climate, switches). Some specialized Loxone controls may not have voice control equivalents.
  2. Review Device Settings: In LoxVoice dashboard, check if specific devices are disabled or excluded from voice control.
  3. Sync Loxone Config: If you recently made changes in Loxone Config, ensure you've saved to Miniserver and allow 2-3 minutes for LoxVoice to sync changes.
  4. Device Name Conflicts: Check for duplicate names. Voice assistants can't differentiate between two devices with identical names.

Devices Disappeared After Working

If previously working devices suddenly disappeared:

  1. Check Subscription Status: Verify your LoxVoice subscription hasn't expired. Log into your account dashboard to check.
  2. Miniserver Connection: Confirm your Miniserver is still connected. Changes to your network or Miniserver credentials may have broken the connection.
  3. Voice Assistant App Updates: Recent updates to Alexa or Google Home can sometimes require re-linking skills. Try unlinking and relinking LoxVoice.
  4. Rediscover Devices: Ask your voice assistant to discover devices again.

Connection Problems

"Device Not Responding" Errors COMMON ISSUE

When Alexa or Google says a device "isn't responding," but the device works in the Loxone app:

  1. Check Internet Connection: Verify both your Miniserver AND your voice assistant have active internet connections. Test by asking "Alexa, what's the weather?" or "Hey Google, what time is it?"
  2. Verify LoxVoice Service Status: Check if LoxVoice services are operational by logging into your dashboard. Look for any service notifications. Your MiniServer should show in the servers page with a green connected icon.
  3. Test Device in Loxone App: Control the device through the Loxone app to confirm the device itself is working.
  4. Restart Voice Assistant: Unplug your Echo or Google Home device for 30 seconds, then plug it back in.
  5. Re-sync Account: In the Alexa or Google Home app, go to LoxVoice settings and tap "Account Linking" to verify the connection.

Important

LoxVoice is a cloud-based service. Both your Miniserver and voice assistant need internet connectivity to work. Local-only operation is not supported.

"LoxVoice Disconnected" in Dashboard

If your LoxVoice dashboard shows your Miniserver as disconnected:

  1. Verify Miniserver Online: Open the Loxone app and confirm you can access your Miniserver remotely (not on local network).
  2. Check Miniserver Credentials: Ensure the Miniserver username and password in LoxVoice settings haven't changed. Re-enter credentials if needed.
  3. Verify Remote Access: Confirm Loxone Cloud DNS is working. Test by accessing your Miniserver via https://dns.loxonecloud.com/YOUR_MINISERVER_ID
  4. Firewall/Router Settings: Check if your network has recently blocked cloud connections. Whitelist *.loxvoice.com and *.loxonecloud.com
  5. Miniserver Reboot: As a last resort, reboot your Miniserver (know that this will interrupt all home automation temporarily).

Intermittent Connection Drops

If your connection works sometimes but fails randomly:

  1. Check Network Stability: Monitor your internet connection for dropouts. Consider upgrading your internet plan if speeds are inconsistent.
  2. Router Distance: ensure your voice assistant and Miniserver (if using Wi-Fi) aren't too far from your router. Poor Wi-Fi signal causes intermittent issues.
  3. Network Congestion: During high usage times (evening streaming), your network may struggle. Consider Quality of Service (QoS) settings on your router.
  4. Miniserver Load: If your Miniserver is running many complex automations, it may occasionally timeout. Check CPU usage in Loxone Config.

Voice Command Issues

Voice Assistant Doesn't Understand Commands

If Alexa or Google doesn't recognize your voice commands:

  1. Setup Voice ID: You can train Alexa and Google to recognize your voice through their apps. In Alexa look for Voice ID in your profile. For Google, open assistant settings and look for Voice Match.
  2. Use Natural Language: LoxVoice is designed for natural commands. Say "close the bedroom blinds" not "turn off bedroom blinds."
  3. Include Device Names: Use the exact device names from your Loxone Config. Say "Turn on kitchen ceiling lights" not just "lights."
  4. Check for Name Conflicts: If you have multiple devices with similar names (e.g., "Kitchen Light" and "Kitchen Lights"), the assistant may get confused.
  5. Try Alternative Phrases: Instead of "turn on," try "switch on," "activate," or just the device name ("Alexa, living room lights").
  6. Set Device Nicknames: In your voice assistant app, you can create nicknames for devices to make commands easier.

Command Examples

Good commands:

  • "Alexa, turn on the living room lights"
  • "Hey Google, set bedroom temperature to 21 degrees"
  • "Alexa, close all blinds"
  • "Hey Google, dim the kitchen lights to 50%"
View more Alexa commands
See list of common Google commands

Dimming/Brightness Commands Not Working

If brightness adjustments don't work as expected:

  1. Check Device Type: Ensure the device in Loxone Config is configured as a dimmable light, not just a switch.
  2. Use Percentage: Try "set kitchen lights to 50 percent" instead of "dim kitchen lights."
  3. Step Commands: Use "brighten" or "dim" for relative adjustments: "Alexa, brighten the living room lights."
  4. Verify Loxone Config: Check that your lighting control in Loxone supports dimming functionality.

Temperature/Thermostat Commands Failing

If climate control commands aren't working:

  1. Use Exact Temperature: Say "set bedroom to 21 degrees" rather than "make it warmer."
  2. Check Temperature Units: Ensure your voice assistant and Loxone are using the same units (Celsius or Fahrenheit).
  3. Heating/Cooling Mode: Some commands require mode: "set living room thermostat to heat mode and 22 degrees."
  4. Device Configuration: Verify your IRC or other climate controls are properly configured in Loxone Config.

Blind/Shade Commands Not Responding

If blind controls aren't working properly:

  1. Use Natural Commands: Say "close the blinds" or "open the blinds" - not "turn on/off blinds."
  2. Position Commands: Try "set bedroom blinds to 50 percent" for precise positioning.
  3. All vs. Individual: You can say "close all blinds" or specify a room "close living room blinds."
  4. Check Loxone Config: Verify blinds are configured with proper up/down controls in Loxone Config.

Delayed Response Issues

Commands Take Several Seconds to Execute COMMON ISSUE

If there's a noticeable delay between your command and device response:

  1. Check Internet Speed: LoxVoice requires decent internet speeds. Test your upload speed at speedtest.net. Minimum 5Mbps upload recommended.
  2. Miniserver Performance: Check your Miniserver's CPU usage in Loxone Config. High loads (>80%) can cause delays.
  3. Reduce Simultaneous Commands: Sending multiple commands rapidly can cause queuing. Space commands by 2-3 seconds.
  4. Wi-Fi Signal Strength: Weak Wi-Fi on your voice assistant or router can cause delays. Move devices closer to router or add Wi-Fi extenders.
  5. Peak Times: Internet congestion during evening hours can slow cloud services. This is normal and usually resolves quickly.

Expected Response Times

Normal: 1-3 seconds | Acceptable: 3-5 seconds | Slow: 5+ seconds (needs troubleshooting)

First Command Slow, Subsequent Commands Fast

If the first command after a period of inactivity is slow:

  1. Cloud Service Wake-Up: This is normal behavior. Cloud connections may enter a "sleep" state after inactivity and take 2-3 seconds to wake up.
  2. Keep-Alive Commands: Regular usage throughout the day keeps connections "warm" and responsive.
  3. Not a Problem: If only the first command is slow, this is expected behavior and not indicative of an issue.

Timeouts - Voice Assistant Says "Request Timed Out"

If commands completely time out:

  1. Severe Internet Issues: Check if your internet connection is stable. Packet loss or high latency (>200ms) can cause timeouts.
  2. Miniserver Unreachable: Verify your Miniserver is accessible via Loxone Cloud DNS. Test remote access through the Loxone app.
  3. Firewall Blocking: Check if a firewall or security software is blocking LoxVoice cloud connections.
  4. Service Outage: Check LoxVoice status at the dashboard. If there's a service issue, it will be noted there.

Miniserver-Specific Issues

"Invalid Credentials" or Authentication Errors

If LoxVoice can't authenticate with your Miniserver:

  1. Verify Password: Try logging into your Miniserver with the same credentials through the Loxone app to confirm they're correct.
  2. Update LoxVoice Settings: In your LoxVoice dashboard, go to Miniserver settings and re-enter your credentials.
  3. User Permissions: Ensure the Miniserver user account has the "Web Interface/Apps" right or "full rights".
  4. Special Characters: If your password contains special characters, try changing to a simpler password temporarily to test.
  5. Password Reset: If you're locked out, reset your Miniserver password using Loxone Config on your local network.

"Miniserver Not Reachable" Errors

If LoxVoice cannot reach your Miniserver:

  1. Verify Cloud DNS: Check that Loxone Cloud DNS is enabled and working. Test by accessing your Miniserver at https://dns.loxonecloud.com/SERIAL
  2. Local Network Only?: If you can only access your Miniserver locally, remote access isn't configured. Enable Loxone Cloud DNS in Loxone Config.
  3. Internet Connection: Verify your Miniserver has a working internet connection. Check the status LED on the Miniserver.
  4. Miniserver Firmware: Ensure you're running a recent Miniserver firmware. Very old versions may have compatibility issues.
  5. Network Changes: If you recently changed routers or internet providers, your Miniserver may need network settings updated.

Cloud DNS Required

LoxVoice requires Loxone Cloud DNS to be enabled for remote access. Port forwarding alone is not sufficient. Configure Cloud DNS in Loxone Config under Network settings.

Miniserver Recently Rebooted/Updated

If issues started after a Miniserver reboot or update:

  1. Wait for Full Boot: After a reboot, wait 3-5 minutes for all services to fully initialize before testing voice control.
  2. Check for Config Changes: If you made Loxone Config changes before the reboot, some may affect voice control. Review recent changes.
  3. Firmware Compatibility: Very new Miniserver firmware may occasionally have temporary compatibility issues. Check LoxVoice status page for known issues.
  4. Re-sync Connection: In your LoxVoice dashboard, disconnect and reconnect your Miniserver to force a fresh sync.

After Loxone Config Changes

If voice control broke after making changes in Loxone Config:

  1. Allow Sync Time: After saving to Miniserver, LoxVoice needs 2-3 minutes to detect and sync changes.
  2. Device Renaming: If you renamed devices, they'll need to be rediscovered by your voice assistant.
  3. Device Type Changes: Converting a switch to a dimmer (or vice versa) requires rediscovery in Alexa/Google.
  4. Deleted Controls: Removed controls should automatically disappear, but may require running device discovery again.
  5. Force Re-sync: In extreme cases, disconnect and reconnect your Miniserver in LoxVoice dashboard to force a complete re-sync.

Network & Firewall Issues

Corporate/Advanced Network Issues

If you're on a corporate, managed, or advanced home network:

  1. Whitelist Domains: Ensure these domains aren't blocked: *.loxvoice.com, *.loxonecloud.com, *.amazon.com/alexa, *.googleapis.com
  2. Port Requirements: LoxVoice uses standard HTTPS (port 443). Ensure outbound HTTPS isn't restricted.
  3. Deep Packet Inspection: Some corporate firewalls with DPI can interfere with WebSocket connections. May need to whitelist as exception.
  4. Proxy Servers: If behind a proxy, ensure it properly handles SSL/TLS traffic and doesn't break encrypted connections.
  5. VLAN Separation: If your Miniserver and voice assistant are on different VLANs, ensure inter-VLAN routing allows communication (though both primarily communicate via cloud).

Firewall Blocking Connections

If a firewall is preventing LoxVoice from working:

  1. Check Router Firewall: Log into your router and check if it has aggressive firewall rules blocking cloud services.
  2. Device Firewall: Some smart home devices or voice assistants may have built-in security features. Check device settings.
  3. Antivirus/Security Software: Computer security software running on your network may block Miniserver cloud connections.
  4. Test with Firewall Off: Temporarily disable firewall to test if it's the culprit (remember to re-enable after testing).

Wi-Fi Network Issues

If Wi-Fi connectivity is causing problems:

  1. 2.4GHz vs 5GHz: Most voice assistants work best on 2.4GHz networks. Try moving your device to the 2.4GHz network if on 5GHz.
  2. Signal Strength: Weak Wi-Fi causes intermittent issues. Check signal strength and consider moving devices or adding extenders.
  3. AP Isolation: If "Access Point Isolation" or "Client Isolation" is enabled on your router, disable it. This prevents devices from communicating.
  4. Network Congestion: Too many devices on Wi-Fi can cause issues. Consider upgrading router or reducing connected devices.
  5. Ethernet When Possible: For the Miniserver, use wired Ethernet instead of Wi-Fi for maximum reliability.

DNS Issues

If DNS problems are preventing connections:

  1. Test DNS Resolution: Try accessing your Miniserver at its Cloud DNS address directly in a browser.
  2. Change DNS Servers: Try using Google DNS (8.8.8.8, 8.8.4.4) or Cloudflare DNS (1.1.1.1) instead of your ISP's DNS.
  3. Router DNS Settings: Configure DNS at the router level for all devices.
  4. Clear DNS Cache: On devices experiencing issues, clear DNS cache (method varies by device type).

Assistant-Specific Issues

Amazon Alexa Issues

Skill Won't Enable

  • Check your Amazon account region matches skill availability (US, UK, DE)
  • Try enabling skill from Alexa app instead of website
  • Ensure Amazon account has valid payment method on file
  • Sign out and back into Alexa app, then try again

Account Linking Fails

  • Ensure you're using the correct LoxVoice email and password
  • Try linking from desktop browser instead of app
  • Clear browser cookies and cache, then try again
  • Check if popup blockers are preventing the login window

Alexa Misunderstands Commands

  • Speak clearly and at normal pace - not too fast or slow
  • Say device names exactly as they appear in the Alexa app
  • Use "Alexa" wake word, not "Echo" or "Computer"
  • Reduce background noise when issuing commands

Multiple Echo Devices Responding

  • Only the closest Echo should respond - check device placement
  • Update all Echo devices to latest firmware
  • Disable "Follow-Up Mode" in Echo settings if problematic

Google Assistant Issues

Action Won't Link

  • Ensure Google Home app is updated to latest version
  • Try linking from Google Home app on different device
  • Check Google account isn't restricted (child/managed account)
  • Sign out of Google Home app and sign back in

Account Linking Fails

  • Use the correct LoxVoice email and password
  • Try using Chrome browser for linking instead of in-app browser
  • Disable any VPN or proxy during linking process
  • Clear Google Home app cache in phone settings

Google Misunderstands Commands

  • Use "Hey Google" or "OK Google" wake phrase clearly
  • Say device names as they appear in Google Home app
  • Google works better with natural language - use full sentences
  • Retrain voice model in Google Assistant settings

Multiple Homes/Structures Confusion

  • Ensure devices are in the correct "Home" structure
  • Check which home is currently active in Google Home app
  • Specify room names when commanding: "turn on bedroom lights"

Language & Region Issues

If your voice assistant's language doesn't match LoxVoice:

  1. Supported Languages: LoxVoice commands work in English, German, and several other languages. Check your voice assistant language setting.
  2. Region Mismatch: Ensure your Amazon/Google account region is supported (US, UK, DE, AT, and other EU countries).
  3. Device Names: Keep device names in English for best compatibility, even if using other languages for commands.
  4. Mixed Languages: Avoid mixing languages in device names or commands as this confuses voice recognition.

Account & Subscription Issues

Subscription Expired or Payment Failed

If your subscription has lapsed:

  1. Check Subscription Status: Log into your LoxVoice account at app.loxvoice.com and view subscription status.
  2. Update Payment Method: If payment failed, update your credit card details in account settings.
  3. Resubscribe: If subscription expired, you can reactivate from your account dashboard.
  4. Free Trial Ended: After 30-day trial, you must add payment to continue service.
  5. Grace Period: Most expired subscriptions have a 3-day grace period before service is suspended.

Service Suspension

If your subscription expires, voice control may stop working within 24 hours. Your Miniserver connection is maintained so reactivating subscription restores service immediately.

Can't Log Into LoxVoice Dashboard

If you can't access your LoxVoice account:

  1. Password Reset: Click "Forgot Password" on the login page to reset your password via email.
  2. Check Email Address: Ensure you're using the correct email address associated with your account.
  3. Email Verification: Check if you need to verify your email address. Look for verification email in inbox/spam.
  4. Browser Issues: Try a different browser or clear cache/cookies.
  5. Account Locked: After multiple failed login attempts, accounts are temporarily locked for 30 minutes.

Not Receiving LoxVoice Emails

If you're not getting account or notification emails:

  1. Check Spam Folder: Look in spam/junk folder for emails from @loxvoice.com
  2. Whitelist Sender: Add noreply@loxvoice.com and support@loxvoice.com to your email contacts
  3. Email Provider Blocks: Some corporate email systems block automated emails. Check with IT.
  4. Correct Email: Verify the email address in your account settings is correct
  5. Request New Email: In account settings, request a new verification or notification email

Multiple Miniservers or Locations

If you have multiple properties or Miniservers:

  1. Separate Subscriptions: Each Miniserver requires its own LoxVoice subscription.
  2. Device Naming: Use location prefixes in device names: "House 1 Living Room" vs "House 2 Living Room"
  3. Device Placement: Ensure devices in Google or Alexa a grouped properly in the same rooms as your Alexa or Google speaker devices.
  4. Voice Assistant Homes: In Google Home, use separate "Homes" for each location. Alexa doesn't separate as clearly.
  5. Account Structure: You can use same email but need separate accounts for each Miniserver.

Still Need Help?

If none of these solutions worked, our UK-based support team is here to help. As Loxone Gold Partners, we understand your system inside and out.

Contact Support

Response time: Usually within 24 hours on business days

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