System is grayed out and cannot be selected in the SoundTouch app
If you open the SoundTouch app and a system on your network appears but you cannot select or control it, try the following:
See if the Wi-Fi indicator is solid white.
When connected to your network wirelessly, the Wi-Fi light on the back of the adapter should be solid white. If the Wi-Fi light is not solid white, see Understanding LED indicator status lights and information
. (Note: When using a wired connection, the Wi-Fi light remains unlit.)
Close and re-open the Bose app.
Closing an app varies by device and operating system. Common methods for mobile devices are shown below:
On iOS devices:
On Android devices:
- Depending on your iOS device, either double-tap the Home button or swipe up from the bottom center of the screen to view active apps
- Swipe left or right to find the app you want to close
- Swipe up on the app to close it.
- On the home screen, press and hold the app icon
- Tap App info from the pop-up that appears
- On the App Info screen, tap Force Stop.
Reset your control console and SoundTouch adapter.
A reset is used to correct occasional product issues. It is not something that a product should require repeatedly. For more information, see Resetting your product
Reboot the device running the Bose app.
Electronics might need to be rebooted from time to time to correct minor issues. This is typically done by powering off the device completely and then powering it back on again.
In your mobile device settings, be sure location and network permissions are turned on for the app.
Location permissions are used by the Bose app to detect and control your product. If location settings are disabled for the app, it will not work properly.
- For iOS devices:
- Go to Settings > Privacy > Local Network and be sure it is not disabled for the Bose app
- Go to Settings > Privacy > Location Services and be sure it is not disabled for the Bose app
- For Android devices, touch and hold the app icon, then tap App Info from the pop-up that appears. On the App Info screen, tap Permissions and be sure Your location is enabled.
Reboot your router.
Routers may need to be reset from time to time—much like rebooting a computer. Disconnect power from the router for 30 seconds, then wait for it to start up and connect. (Note: Any device connected to the Internet will be interrupted during the reset.)
In the Bose SoundTouch app, sign out of your Bose account and then sign back in.
In the SoundTouch app, remove the system and then re-add it.
Uninstall and reinstall the Bose app.
In case an issue occurred with the app, uninstall it from your device, download and reinstall it, then try again.
Check to see if other devices on your network are using too much bandwidth.
When a device is active on your network, they use some of the available bandwidt of your router. Some tasks use more bandwidth than others—like video streaming, gaming, video calls, data backups, etc. If devices are performing these tasks, bandwidth can decrease for other devices. Turn off any device or app that might be using a lot of bandwidth, then check if performance improves. (Tip: If available, use an Ethernet cable instead of Wi-Fi to connect high-bandwidth devices to your network. This frees up wireless bandwidth for devices that need to be connected wirelessly.)
If the device running the app is using a VPN or remote desktop connection, disconnect it.
If the computer or device running the SoundTouch app or SoundTouch music server is using a VPN (Virtual Private Network) or remote desktop service, your product will not connect to the device. VPN and remote desktop software essentially put the device on a network within a network. So, wireless devices, like your product, will not find the device. Disconnect the dveice from the VPN or remote desktop and try again.
If your Wi-Fi network uses a network extender (i.e. a repeater, powerline adapter, or access point), try bypassing it.
Network extenders are typically used for networks that cover a large area or to improve areas of poor reception. To check if the issue is related to the extender, try temporarily bypassing or unplugging it. If you need the extender because your product is in an area of poor reception, move the product closer to the main router to check this. If your product works while connected to the main router without the extender, the issue is related to the extender (i.e. settings or placement).
If your router broadcasts more than one network (i.e. 2.4 GHz, 5 GHz, Guest), give the networks different names.
Many routers broadcast multiple networks, like a 2.4 GHz network, a 5 GHz network, and a guest network. If you see multiple networks with the same name when connecting a device to Wi-Fi, some devices might not be connected to the expected network.
In your router settings, try temporarily disabling the 5 GHz network and guest network. If the issue is resolved by using only the 2.4 GHz network, rename he 5 GHz network and guest network to something different than the 2.4 GHz network (i.e. MyNetwork2G, MyNetwork5G. and MyNetworkGuest). This will help you and your devices identify the correct network. (Tip: If you rename a network, any devices that were connected to the previous network name will need to be reconnected to the new network name in the device settings menu.)
In the settings menu of your router, try setting the network encryption type to WPA2.
Log in to your router and, in the settings menu, look for a network security or encryption option. Set this to WPA2 Only (other options might include, WPA or WPA/WPA2 Mixed). If WPA2 improves performance, use WPA2 as for router encryption. If you don't notice any difference using this setting, you can switch back to the previous setting. (Note: If you switch to WPA2 and other wireless devices on your network don't support WPA2, they may no longer connect to your network. This is more common with older Wi-Fi devices.)
Check for sources of wireless interference.
It's possible that interference from other wireless devices are affecting the wireless functionality of your product. Check for other wireless devices in the area of your product (i.e. another router, cordless phone, wireless printer, smart TV, etc.). To determine if a device might be interfering, try unplugging its power cord or disabling Wi-Fi on the device. If the issue is resolved when a particular device is removed, try placing that device farther away from your product, if possible. Additionally, if the device has a wireless channel setting, try a different channel.
If using the PC/Mac app, temporarily disable any computer anti-virus or firewall security software.
Certain security settings can block features of the SoundTouch app. If the issue is resolved with security software disabled, open the security software settings and add the SoundTouch app and the SoundTouch music server to the list of exceptions or allowed programs. Be sure to re-enable your security software when you're finished testing.
Determine if the issue is related to the router firewall configuration.
IMPORTANT: Firewalls provide protection between a network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the firewall. If there are no concerns, try the following.
Log in to your router and, in the router settings, disable the router firewall. If performance improves while the firewall is disabled, the issue could be related to the firewall configuration. Re-enable the firewall, then review the available firewall settings in your router menu.
If using the PC/Mac app, add exceptions for SoundTouch in any antivirus or firewall software.
If the firewall or security software on your computer prompts you to allow access to SoundTouch, allow access. If you deny access, SoundTouch system and software functaionality will be limited. If you already denied access, you can try uninstalling the SoundTouch app, reinstalling it, and then allowing accessing when prompted after opening the app again. If you are not prompted, go to the settings of your security software and add the SoundTouch app and SoundTouch music server as programs that the software should not block.
In the router settings, try selecting a different channel.
If multiple wireless devices on the network are communicating on the same channel, it could affect how effectively those devices can transmit and receive data. Log in to the router and, in the settings menu, select a different channel—like 1, 6 or 11 since these channels do not interfere with one another. If you don't notice a difference, you can always change back the channel.
Try plugging in your product to the router using an Ethernet cable.
If your product works while using a wired network connection, the issue is related to the wireless network configuration. If you don't need to use a wireless connection, you can use a wired connection. For more info, see Setting up your product