If you cannot complete setup because you are unable to connect to your router for Internet access, here are some suggestions:
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 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 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 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:
Information and troubleshooting steps for issues with CD playback not starting, or taking a long time to start playing
If your system unexpectedly plays the same song or content of an inserted disc over and over, try the following:
If you system seems to do things on its own without your input (i.e. turning on/off, changing volume or sources), it might be receiving commands unintentionally from a nearby device or remote control. To resolve this, try the following:
In certain situations, movement of the CD playback mechanism may be heard; While in other situations, noises heard while playing a CD would not be normal.
If your CD is stuck and will not eject from your system, try the following:
If your product is unable to connect to your wireless router for Internet access:
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 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 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:
If tracks in your music library play poorly (i.e. skip, crackle or cut in and out) try the following:
If you change audio sources (i.e. from radio to an AUX device) and the system volume level is noticeably louder or softer between the two inputs, 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 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 your product becomes unresponsive or you are no longer able to use it as expected after an update is installed, try the following:
If tracks in your music library play poorly (i.e. skip, crackle or cut in and out) 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:
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:
If the seek or scan buttons for your system are not working as expected, try the following:
If your Bose remote control does not work or only sometimes controls the functions of your Bose product, try the following:
If you are unable to use your Bose remote to control playback commands (i.e. play/pause and skip track) in a mobile phone or computer audio application, view 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:
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 change audio sources (i.e. from radio to an AUX device) and the system volume level is noticeably louder or softer between the two inputs, try the following:
If you are unable to select a particular radio station using the seek or tune buttons, 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 your remote control does not work from a distance or up close to your system, 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 seek or scan buttons for your system are not working as expected, try the following:
If you are unable to select a particular radio station using the seek or tune buttons, try the following:
If you have trouble with static, noise or general poor reception when tuning to AM or FM radio stations, try the following:
If you have difficulty saving an FM, AM or DAB (where available) radio station preset to your system, 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:
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:
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:
If your product appears to be receiving power but won't power on as expected:
If your system continuously turns itself completely off (as if power was lost) and restarts itself on its own, try the following:
If power to your product seems intermittent or it powers on and off unexpectedly, 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 display on your product shows text that looks wrong or is not understandable, 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:
If the lights on your system display show frozen information or characters, try the following:
This message appears during setup if a SoundTouch system cannot be associated with your account. To resolve this, try the following:
You product has an alarm that can be set to sound an alert at a specified time. If you have difficulty getting your alarm to go off at the time you set, 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: 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:
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: