App does not detect Wi-Fi product during set up
If the Bose Music or SoundTouch app does not find the product you are trying to connect to your network, try the following:
Check that the device running the Bose app is close to your Bose product.
Keep the device you want to connect close to your Bose product to be sure it is within range of the Wi-Fi network broadcasted by your product
For iOS devices, disable Wi-Fi Assist.
If your device does will not connect to the setup network of your Bose product, go to your device Settings, select Cellular and disable Wi-Fi Assist. Then, tap the Bose network name to connect to it. (Note: Wi-Fi Assist is available on iOS 9 and later.)
On the device running the Bose app, turn Wi-Fi off and back on again.
In the Wi-Fi settings of the device running the Bose app, turning Wi-Fi off and back on again could help to reestablish a connection.
On your device, turn Wi-Fi off and back on.
On the device running the Bose app, go to the Wi-Fi settings and turn Wi-Fi off and back on again
See if the Wi-Fi light on your product is on.
The Wi-Fi status indicator on your product should illuminate (blinking or solid). If it does not illuminate, Wi-Fi might be disabled. For more information, see Turning on or off Wi-Fi for your product
Reset your product.
Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, 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.
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 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.
Try updating your product using the different available alternate update method.
If a particular update for your product isn't installing as expected, there are alternate ways to install it. Try the different update methods to find that one works. For more info, see Updating the software or firmware of your product
If you are unable to connect to Wi-Fi using the Bose app, try an alternate connection method.
If your product cannot connect to your network using the normal setup method in the Bose app, try an alternate method. For more info, see Connecting to a Wi-Fi network
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.)
If using the Mac/PC app or a music library stored on a computer, determine if the issue is related to the computer security configuration.
IMPORTANT: You computer security software provides protection between your network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the security software. If there are no concerns, try the following.
On your computer, temporarily disable any firewalls or security software one-by-one. If performance improves when one is disabled, the issue could be related to the configuration of that software. Re-enable all security software you disabled. Then, in the settings of the software affecting performance, add the SoundTouch app and SoundTouch music server as programs that the software should not block.
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.
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.
In the router settings, try disabling Wireless Isolation mode, Wireless AP mode, or Access Point mode.
Log in to your router and look for an option labeled Access Point / AP mode, Wireless Isolation mode, or Wireless AP mode. This might be located in the wireless settings menu. If enabled, try disabling the option. If there is no improvement, you can always switch back to the previous setting.
If your Wi-Fi network uses an extender (like a Wi-Fi repeater, powerline adapter, or access point), try bypassing it.
Network extenders are used to extend the range of a network to cover a large area. Check if the issue is related to an extender by temporarily unplugging it. Since unplugging it might reduce the range of your network, move your system closer to the main router to test if the issue improves:
- If it does not improve, the issue is not related to the extender.
- If it does improve, try reconnecting the extender. Sometimes it can help to connect extenders after connecting to the main network.
- If it does improve but returns after reconnecting the extender, the issue could be related to the extender, its settings or placement.
Be sure your system is connected the same network as the device running the Bose app.
To determine the network your system uses, in the Bose app, go to Menu > Settings > About, select your system and view Network SSID. To determine the network your device uses, go to the device Wi-Fi settings. The connected network is typically checked, bolded or highlighted is some way. (Tip: A guest network is a different network than the home network.)
Restore the system to its factory defaults and restart the set up process.