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No audio from product
If your product seems to be set up properly but does not produce sound, try the following:
Be sure the system is connected properly.
A connection may have come loose or may be incorrect. Check the seating and location of the interconnect cables at both ends. For information system connections, see Setting up your product.
Be sure the audio input cable is connected properly.
The audio input cable that connects the media center and Acoustimass module may have come loose or is connected incorrectly. For more information on system connections, see Setting up your product.
Be sure the system is set up properly and all connections are secure.
A connection may have come loose or may be connected incorrectly. For more info, see Setting up your product.
In the TV menu, look for applicable audio/sound settings.
Many TVs have a menu setting that allows audio to be sent to speakers other than the TV speakers. In the TV menu, navigate to sound settings and look for a TV Speakers or Audio Output option (or something similar). The TV speakers may need to be turned off and the output may need to be set to Fixed or External Speakers. (Tip: If there is no fixed output option, you might need to turn up the TV volume to max to hear it through your Bose speakers—even if the TV speakers are turned off.)
Check the volume level on the Bose system.
When the system is turned on, its volume slowly ramps from zero to the last level used. If the system was turned off at an extremely low volume, it ramps to a moderate volume level. Pressing the volume button during this process sets the volume and stops if from ramping. If a higher level is desired, increase the volume gradually.
Turn up the volume of the connected device.
Set the device volume to 90–100% to send a strong signal to your product. Then, use your product to adjust the volume level.
If there is more than one Bose system on the network, be sure the correct one is selected in the SoundTouch app.
If you have more than one Bose system, tap the system tray at the bottom of the app, then swipe left or right to select a system.
Check that that the correct audio source is selected.
Since there is more than one audio source built-in to your system (i.e. FM and AM radio), be sure the source you want to hear is selected on the system.
Check that that the correct audio input source is selected.
Multiple audio sources are available on your system; be sure the correct one is selected. For example, if the audio device you want to hear is connected to the auxiliary input, be sure that input selected.
Reset your system
A reset is used to correct occasional product issues. It is not something that a product should require repeatedly. For more info, see Resetting your product.
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.
Check if the light is lit on the Acoustimass module.
The connection panel on the back of the Acoustimass bass module has a status light. When receiving power and connected to the system console, the light should be lit. If the light is not lit, be sure it is correctly and securely connected to both power and the system console. If the light is lit, see Understanding LED indicator status lights and information for more info.
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.)
Check for and install any available product updates.
For more info, see Checking the software or firmware version and Updating the software or firmware of your product.
Check the condition of the audio input cable.
Make sure there is nothing broken inside either end of the mini-din connection. Check for any kinks or cuts. If the cable is broken or damaged in any way, replace the cable.
Be sure nothing is connected to the headphone jack.
The speakers are automatically muted when headphones (or any cable with an 1/8-inch stereo plug) are connected to the system.
Check the condition of the speaker wires and be sure they are secure at both ends.
Check the speaker wires for any kinks, scratches, cuts or damage. Replace any damaged wires and check that they are securely connected at both ends.
If using the SoundTouch app for Mac or PC, close and reopen it.
Restarting the application could resolve connection and performance issues. This also restarts the SoundTouch Music Server, which is used for music libraries stored on a computer or NAS drive.
Try another audio input.
Try one of the other inputs on the back of the control console. If the system produces audio through one of the audio inputs, the control console may need service. Follow the link below for more information on how to service the control console. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
Connect an optical audio cable in addition to the HDMI cable.
Due to CEC and ARC compatibility issues among different brands and models, audio might not work (or might work intermittently) over HDMI. If audio through the HDMI cable is not working, connect an optical cable between the TV and Bose console. The optical input will need to be configured. For instructions, see Connecting other devices to your system.
Restore the system to its factory defaults and restart the set up process.
For more info, see Resetting your product.
The SoundTouch wireless adapter may need service.
If the steps provided do not resolve your issue, the SoundTouch wireless adapter may need service. Follow the link for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
The Acoustimass Module and Control Console may need service.
If the steps provided do not resolve your issue, the Acoustimass Module and Control Console may need service. Follow the link below for more information on how to service the Acoustimass Module and Control Console. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
The Acoustimass module may need service.
If the steps provided do not resolve your issue, the Acoustimass module may need service. Follow the link below for more information on how to service your Acoustimass module. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
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