# Amazon Alexa says, “Sorry, the device appears to be malfunctioning.”
**GoSafer Security Knowledge Base**
*This operational reference is organized for GoSafer Security customers and staff. Alarm.com product names are retained where required for technical accuracy.*
## Overview
When Alexa says, “Sorry, the device appears to be malfunctioning”, the Alarm.com device is currently in a malfunctioning state.
## Procedure
### If lights are malfunctioning
To confirm the devices are malfunctioning, verify on the GoSafer Security customer portal (powered by Alarm.com). The light bulb symbol should display the malfunction icon. For more information about verifying the status, see View the status of Z-Wave lights.
The most common cause of a malfunction is a loss of power due to turning off a switch or unplugging a lamp. After confirming the light is plugged in, send a command through the GoSafer Security customer portal (powered by Alarm.com) or Alarm.com app to confirm that it is now working. If the light is now working, try the Alexa command again.
If the light continues to stay in malfunction, see Light device is in malfunction.
### If thermostats are malfunctioning
The most common cause of a malfunction is a loss of power due to low or dead batteries.
### To change the batteries
1. Turn off the Heat/AC and all power to the thermostat using your breaker box.
Replace the batteries in your thermostat.
Restore power to the thermostat.
Send a remote command to your thermostat from the GoSafer Security customer portal (powered by Alarm.com) or Alarm.com app to confirm that it is now working.
If the thermostat continues to stay in malfunction, see Thermostat is in malfunction.
## Source and support
For GoSafer Security assistance, visit [gosafersecurity.com](https://gosafersecurity.com/).
Original Alarm.com reference: [https://answers.alarm.com/Customer/Website\_and\_App/Home\_Automation/Amazon\_Alexa\_Smart\_Home\_Skill/Amazon\_Alexa\_says\_Sorry\_the\_device\_appears\_to\_be\_malfunctioning](https://answers.alarm.com/Customer/Website_and_App/Home_Automation/Amazon_Alexa_Smart_Home_Skill/Amazon_Alexa_says_Sorry_the_device_appears_to_be_malfunctioning)
Always verify safety, installation, compatibility, and current UI details against the original manufacturer documentation before operational use.