Bose Smart Speaker 500

Sold from 2018 – present

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Alexa responds, "Sorry, this device is offline"

This error generally occurs if a product you are trying to control is not connected to your network or if the Amazon account for the Alexa voice assistant is linked to multiple Bose accounts. To resolve this, try the following:

Try streaming an Internet radio station or music service to confirm the product is connected to the Internet.

The product must have an active Internet connection. If Internet services cannot be reached, see Cannot connect to Wi-Fi network.

Try phrasing the voice request differently.

Alexa can interpret many variations of command phrases and is always growing its vocabulary. Some phrases, however, might not be recognized. To determine if this is the issue, try phrasing the command differently. For some common commands or ways to ask Alexa for help with commands, see Using Amazon Alexa.

Use typical and common names for your system.

Alexa can have difficultly with system names that are not typical. For example, name a system "Office" rather than "John's Office" or "ST30 Office." Alexa is more likely to find systems with common names (i.e. Office, Bedroom, Living Room, etc.) and less likely to find systems with less typical room names (i.e. John's Office, Bedroom3, ST300 Den, etc.). Similarly, use typical spacing in names (i.e. Master Bedroom instead of MasterBedroom). For info on changing a system name, see Renaming a system.

Reset your product.

Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, see Resetting your product.

Determine if the Alexa account is already linked to another Bose account.

An Amazon account can only be linked to one Bose account at a time. If the Amazon account linked to your Bose account is also linked to another Bose account, you might experience errors with Alexa or be unable to add the Amazon account to your Bose account.

If you have created more than one Bose account—or if you have shared your Amazon account with others—check any other Bose accounts that you or others have and remove the Amazon account from any Bose accounts other than your main account.

If you want to share an Amazon account with users on your network (i.e. family members with separate Bose accounts but a shared Amazon account), have one user add the Amazon account and Bose products to their Bose account. Then, share the Bose products so other users on the network can use them. For more info, see Turning product sharing on or off.

In the Alexa app, disable and re-enable the Bose (Not for SoundTouch) skill.

To disable and re-enable the skill, open the Alexa app, select More, Skills & Games, type 'Bose (Not for Soundtouch)' into the search bar, and tap Search. Select the Bose (Not for Soundtouch) Skill for the option to 'Disable Skill' and then 'Enable To Use' afterward.

Please note: These steps align with the most current, up-to-date version of the Alexa app(IOS Version 2.2.581276.0/Android Version 2.2.546320.0). The steps may vary depending on older & future firmware.
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