Troubleshooting

Cannot connect to network during set up

If you cannot complete setup because you are unable to connect to your router for Internet access, here are some suggestions:

Software or firmware update will not install

If you cannot start or complete an update on a Bose product or app, try the following:

Product doesn't work after update

If your product becomes unresponsive or you are no longer able to use it as expected after an update is installed, try the following:

"System update unsuccessful" message displayed

This message appears if there is an issue during the software update process. To resolve this, try the following:

Cannot connect to Wi-Fi network

If your product is unable to connect to your wireless router for Internet access:

Forgot wireless network password

If you do not know or have forgotten the security key to connect to your wireless router, try the following:

System will not recognize USB key

Your system may not recognize the connected USB key. Please try the following:

System software download started but will not complete

If a system update began dowloading but got stuck or did not finish, try the following:

"A new network interface has been detected" message displayed

Mac users may see this message if the computer detects the Bose system before the Bose app does. If this occurs, try the follwoing:

App does not detect Wi-Fi product during set up

If the Bose or SoundTouch app does not find the product you are trying to connect to your network, try the following:

"USB drivers not installed" message displayed

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:

Cannot connect to the built-in setup network of a Bose product

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:

Difficulty connecting the bass module

If you are unable to pair the wireless bass module to your system, try the following:

Changes to product settings are not retained

If your product has a settings menu or works with a Bose app that can adjust settings, try the following if settings are changed but not reflected or remembered by your product:

Cannot seek or scan to radio stations

If the seek or scan buttons for your system are not working as expected, try the following:

Source changes unexpectedly

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:

Remote is intermittent or does not control your Bose product

If your Bose remote control does not work or only sometimes controls the functions of your Bose product, try the following:

Cannot control another device using the Bose remote

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:

Remote from another product controls Bose system

If a remote other than your Bose remote is unexpectedly controlling your system, try the following:

Certain remote control buttons do not work

If your remote control works but some of the buttons on it do not control your system as expected, try the following:

Remote control is controlling more than just the Bose system when pressed

If you press a button on your remote to control your Bose system but other devices if your room unexpectedly respond to the Bose remote, try the following:

Cannot control volume level

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:

Cannot tune to a desired AM or FM radio station

If you are unable to select a particular radio station using the seek or tune buttons, try the following:

Buttons on product do not work or work intermittently

If you push the buttons on your product but they do not respond or do not control you product as expected, try the following:

Remote control does not work from a distance

If your remote control does not work from a distance or up close to your system, try the following:

Poor sound quality from product

If you experience distortion, crackling, static, noise or unexpected poor sound quality from your product:

Sound is not heard from all speakers

If you're listening to audio on your product but cannot hear sound from all of the speakers, try the following:

Grouped speakers play sound out-of-sync

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:

Too much bass or too little treble from product

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:

Sound and video out of sync

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

Too little bass or too much treble from product

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:

No audio from product

If your product seems to be set up properly but does not produce sound, try the following:

Intermittent audio from product

If the sound played from your product cuts in and out, plays inconsistently or is choppy-sounding, try the following:

Music playback isn't gapless

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.

Intermittent sound from one or more grouped Bose wireless audio systems

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:

Low audio from product

If the volume level heard from your product is faint or quieter than normal, try the following:

Humming, buzzing or rattling noise heard from product

If you hear a clicking, whirring, vibrating or other unusual sound coming from your product, try the following:

System does not detect 5.1 audio signal

If your system is receiving and playing audio but not 5.1 surround sound, try the following:

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:

Cannot rename a system in the Bose app

If you are unable to change the name of a speaker linked to your Bose account, try the following:

App is blank, unresponsive, won't open or crashes

If you open the Bose application but are unable to use it or it closes unexpectedly, try the following:

Product doesn't work after update

If your product becomes unresponsive or you are no longer able to use it as expected after an update is installed, try the following:

Unable to access certain music library tracks

If some of the music tracks in your music library are not working correctly, here are a few steps that may solve your issue.

Music library is empty or missing tracks

If you select your music library in the SoundTouch app but the content of the library is empty or missing tracks, try the following:

Cannot search or play Spotify podcasts

If you are unable to play or find a Spotify podcast when searching or browsing in the Bose app, note the following:

Bose SoundTouch app does not detect product

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:

Intermittent or poor signal from connected Wi-Fi network

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:

Cannot connect to Wi-Fi network

If your product is unable to connect to your wireless router for Internet access:

Bose SoundTouch app does not detect product

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:

Cannot connect to the built-in setup network of a Bose product

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:

"Music service unavailable" message displayed

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:

Music service is unavailable

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:

Cannot search or play Spotify podcasts

If you are unable to play or find a Spotify podcast when searching or browsing in the Bose app, note the following:

Unable to select or control Bose product as an AirPlay speaker

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:

Cannot skip forward or backward when playing a music service

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:

Radioplayer not available

From January 22nd, 2024, Radioplayer is no longer compatible with SoundTouch products. This means users are longer able to use the SoundTouch app or SoundTouch product presets to browse or play Radioplayer content.
If you still want to use Radioplayer with your Soundtouch speaker, try the following:

Product will not turn on

If your product appears to be receiving power but won't power on as expected:

System continuously reboots

If your system continuously turns itself completely off (as if power was lost) and restarts itself on its own, try the following:

Product turns on or off by itself

If power to your product seems intermittent or it powers on and off unexpectedly, try the following:

Cannot seek or scan to radio stations

If the seek or scan buttons for your system are not working as expected, try the following:

Cannot tune to a desired AM or FM radio station

If you are unable to select a particular radio station using the seek or tune buttons, try the following:

No or poor AM or FM radio reception

If you have trouble with static, noise or general poor reception when tuning to AM or FM radio stations, try the following:

Cannot store radio station presets

If you have difficulty saving an FM, AM or DAB (where available) radio station preset to your system, try the following:

Product doesn't work after update

If your product becomes unresponsive or you are no longer able to use it as expected after an update is installed, try the following:

Bluetooth device doesn't work from a distance

If the Bluetooth connection between your product and a connected audio device is only reliable within short range of your product, try the following:

Cannot connect a Bluetooth device

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.

No album art shown in SoundTouch app for music library track

The SoundTouch app can display album art for the songs in your stored music library. If album art is not appearing, try the following:

"System is playing another source" message displayed

This message can appear if there is an issue communicating with the attached SoundTouch adapter. To resolve this, try the following:

"Unable to add the system to your SoundTouch account" message displayed

This message appears during setup if a SoundTouch system cannot be associated with your account. To resolve this, try the following:

Poor video quality from a connected video device

If the picture quality from a device connected to your Bose system is fuzzy, discolored, grainy or of otherwise of poor image quality, try the following:

Sound does not match the input source

If the sound coming from your system does not accompany the video on your TV, try the following:

No picture from a connected video device

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:

"Music service unavailable" message displayed

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:

Error code 4501 appears in the SoundTouch app

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:

Cannot skip forward or backward when playing a music service

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:

Lifestyle® SoundTouch® 135 entertainment system