If you cannot complete setup because you are unable to connect to your router for Internet access, here are some suggestions:
If the light bar on your speaker continuously glows red, it has encountered an error. To resolve this, try the following:
If you connect your product to a USB jack on your laptop or computer but the computer does not recognize the connection or the device, try the following:
If the light bar on your speaker scrolls white from left to right for more than 20 minutes, it might be experiencing an error installing an update. To resolve this, try the following:
If your product becomes unresponsive or you are no longer able to use it as expected after an update is installed, try the following:
If your product is unable to connect to your wireless router for Internet access:
If your Bose speaker does not show up in the Chromecast menu or the device cannot control Chromecast functions on your speaker, try the following:
If you do not know or have forgotten the security key to connect to your wireless router, try the following:
If the Bose or SoundTouch app does not find the product you are trying to connect to your network, try the following:
Your Bose wireless product has an internal Wi-Fi network that is used for system setup. If this network cannot be connected or found by the device being used to setup your product, try the following:
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:
If your product can connect to your network but is unable to obtain a strong signal or randomly disconnects from your wireless router, try the following:
If your product is unable to connect to your wireless router for Internet access:
If your Bose speaker does not show up in the Chromecast menu or the device cannot control Chromecast functions on your speaker, try the following:
Your Bose wireless product has an internal Wi-Fi network that is used for system setup. If this network cannot be connected or found by the device being used to setup your product, try the following:
This message appears if your product is unable to connect to the Internet or to your Bose account. Try these suggestions to resolve the issue.
Follow these instructions to install the Bose app that is compatible with devices running version 5.1 of the Android operating system.
If the app cannot find the product you have already added to your Bose account, it might show "searching" or "unavailable" when trying to select that product. In some cases, the product might not show up in the app if it is not found. To resolve this, try the following:
You can remove Partner Connections from the Bose app under Account Settings > Manage Smart Services. This setting will ONLY appear if one or more Partner Connections are authorized. If you're unable to remove authorization for an existing Partner Connection linked to your account, here are a few things to try:
If your product becomes unresponsive or you are no longer able to use it as expected after an update is installed, try the following:
If you are unable to play or find a Spotify podcast when searching or browsing in the Bose app, note the following:
Related error codes: C3-SC3004
If you cannot create a speaker group with other Bose smart speakers or soundbars, of if you get an error message that the grouping feature is not supported, try the following:
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:
If the Amazon Alexa voice assistant does not respond or is unable to carry out the request you ask, try the following:
If you are unable to turn up or turn down the volume of your product or experience unexpected volume changes or spikes in listening level, try the following:
If you push the buttons on your product but they do not respond or do not control you product as expected, try the following:
If you say "Alexa" or tap the Action button to make a voice request to the Amazon Alexa voice assistant but the product does not light up or respond to the wake word, try the following:
If you say "Hey Google" to make a voice request to Google Assistant but your product does not light up or respond when you talk, try the following:
If you experience distortion, crackling, static, noise or unexpected poor sound quality from your product:
If you're listening to audio on your product but cannot hear sound from all of the speakers, try the following:
When connected to a computer running the Mac OS X operating system, computer system alert and alarm sounds will play through the connected Bose speakers. If these system sounds are too loud or too quiet compared to other media you are listening to from the computer, try the following:
If you are playing audio on two or more wireless or Internet-connected Bose speakers but the audio you hear from those speakers does not play in unison, try the following:
If you hear excessive low frequencies from your product, the sound quality might be boomy, muffled or difficult to hear. To reduce the bass response and/or increase the treble response, try the following:
If the video on the TV or device you are watching does not match up with the corresponding audio you are hearing from your product, try the following
If you don't hear enough low frequency audio from your product, the sound quality might be tinny, shrill or lacking fullness. To increase the bass response or reduce the treble response, try the following:
If your product seems to be set up properly but does not produce sound, try the following:
If the sound played from your product cuts in and out, plays inconsistently or is choppy-sounding, try the following:
Gapless playback is intended to provide a seamless listening experience when there is transition between songs. In certain situations, a gap or brief moment of no audio may occur between tracks. Review the information below to determine whether gapless playback is supported for your listening experience.
If you are playing music from an AirPlay device to a group of AirPlay speakers and a delay is heard between the speakers, try the following:
If you have more than one system and sound cuts in and out or sounds choppy when you play the same content on two or more systems, try the following:
If the volume level heard from your product is faint or quieter than normal, try the following:
If you hear a clicking, whirring, vibrating or other unusual sound coming from your product, try the following:
If your product becomes unresponsive or you are no longer able to use it as expected after an update is installed, try the following:
If the Bluetooth connection between your product and a connected audio device is only reliable within short range of your product, try the following:
If you cannot pair your Bose speaker or headphones to a Bluetooth device, like a smartphone, tablet, laptop, or TV, here are some things to try.
If the Bluetooth connection between your system and a connected device (e.g. laptop, smartphone, or Bose app) is intermittent or is lost unexpectedly, try the following:
Related error codes: C7-SC3103
If you are unable to play content from a music service in the Bose app, try the following:
Related error codes: c3-sc1005, 1321
If you are trying to access a music service but content from that service is unavailable or cannot be played, try the following:
If you are unable to play or find a Spotify podcast when searching or browsing in the Bose app, note the following:
If your Bose product does not show up in the AirPlay menu, the AirPlay device says your product is unavailable, or the device cannot control AirPlay functions on your product, try the following:
Related error codes: 1018, 1616, 3511
Music services often have a skip limit that restricts the number or tracks you can skip. If a music service shows a message that your skip limit has been reached, you have reached the maximum allowed number of skipped songs. If this message appears unexpectedly, try the following:
If your product appears to be receiving power but won't power on as expected:
If power to your product seems intermittent or it powers on and off unexpectedly, try the following:
If the Amazon Alexa voice assistant does not respond or is unable to carry out the request you ask, try the following:
If you say "Alexa" or tap the Action button to make a voice request to the Amazon Alexa voice assistant but the product does not light up or respond to the wake word, try the following:
If you say "Hey Google" to make a voice request to Google Assistant but your product does not light up or respond when you talk, try the following:
If your system works but there is no display or it does not light up and appears blank, try the following:
If the time shown on your system display is incorrect and you are unable to change the time to the correct time, try the following:
Related error codes: 1018, 1616, 3511
Music services often have a skip limit that restricts the number or tracks you can skip. If a music service shows a message that your skip limit has been reached, you have reached the maximum allowed number of skipped songs. If this message appears unexpectedly, try the following:
