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 you cannot start or complete an update on a Bose product or app, 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:
This message appears if there is an issue during the software update process. To resolve this, try the following:
If your product is unable to connect to your wireless router for Internet access:
If you are unable to add your accessory wireless rear speakers to your soundbar using the Bose app—or if the Connectivity light on your soundbar is flashing amber—try the following:
If you do not know or have forgotten the security key to connect to your wireless router, try the following:
If a system update began dowloading but got stuck or did not finish, try the following:
Mac users may see this message if the computer detects the Bose system before the Bose app does. If this occurs, try the follwoing:
If you are unable to connect the wireless surround speakers to your system, 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 computer may show this message if there is an issue communicating with the Bose system that is connected by USB to the computer. To resolve this, 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:
If you are unable to pair the wireless bass module to your system, 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 pops, clicks, skips, crackles or unexpected noise from your bass module, 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 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 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 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 one of the speakers in your product cuts in and out, is of low volume or produces poor sound quality, 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 seems to be set up properly but does not produce sound from the TV connected to it, try the following to resolve the issue.
Related error codes: 1008, 1009, 1017, 1021, 1032, 1033, 1300, 1301, 1302, 1303, 1307, 1308, 1405, 1406, 1407, 1408, 1620, 3301, 3500, 3501, 3502, 3903, 6023, 6152, 6302
This message appears if you try to play, browse, or search a streaming music service but content from that service is unavailable. To resolve this, 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 the audio you are listening to from your system changes to the audio from a different device connected to your system on its own (e.g. changing from TV sound to an AUX device), try the following:
If your Bose remote control does not work or only sometimes controls the functions of your Bose product, try the following:
You can program your Bose universal remote to control a device from another brand connected to your system—like a TV, cable box or Blu-ray player. If you cannot find a code to control or fully control a device, try the following:
If a remote other than your Bose remote is unexpectedly controlling your system, try the following:
If your remote control works but some of the buttons on it do not control your system as expected, 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 able to program your Bose remote to control another device but some of remote buttons have unexpected functionality (i.e. sending a command twice or sending an incorrect command), try these suggestions. This also applies to voice assistant control of other devices.
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 your remote control does not work from a distance or up close to your system, 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:
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 you open the SoundTouch app and a system on your network appears but you cannot select or control it, try the following:
If you are unable to change the name of a speaker linked to your Bose account, try the following:
If you open the Bose application but are unable to use it or it closes unexpectedly, try the following:
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:
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 some of the music tracks in your music library are not working correctly, here are a few steps that may solve your issue.
If you select your music library in the SoundTouch app but the content of the library is empty or missing tracks, 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 the app cannot find a speaker you have already added to your Bose account, it might show "searching" or "not available" when trying to select that product. To resolve this, 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 the app cannot find a speaker you have already added to your Bose account, it might show "searching" or "not available" when trying to select that product. To resolve this, 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:
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:
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:
Related error codes: 1008, 1009, 1017, 1021, 1032, 1033, 1300, 1301, 1302, 1303, 1307, 1308, 1405, 1406, 1407, 1408, 1620, 3301, 3500, 3501, 3502, 3903, 6023, 6152, 6302
This message appears if you try to play, browse, or search a streaming music service but content from that service is unavailable. To resolve this, try the following:
This error message can appear for various reasons. Since it is not related to any one specific issue, try general troubleshooting that could resolve a variety of issues. Here are some suggestions:
This message appears if the there is too much movement of the ADAPTiQ headset or if the Acoustimass module receives info it cannot understand during the audio calibration process. To resolve this, 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 sound coming from your system does not accompany the video on your TV, try the following:
If a video device (i.e. cable box, Blu-ray player, game system, etc.) that is connected to your system does not display an image on your TV, try the following:
The SoundTouch app can display album art for the songs in your stored music library. If album art is not appearing, try the following:
This message appears during setup if a SoundTouch system cannot be associated with your account. To resolve this, try the following: