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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 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.)
If connected via HDMI, look for related audio settings in the menu of the connected device.
In the settings menu of the connected device (i.e. cable box or Blu-ray player), look for audio settings. Many devices that send audio over HDMI might have an option for ARC or CEC; try enabling these. If the device connects to the TV and then to your Bose system, look for these settings in both the device and TV menus. (Note: Depending on the brand, CEC may be referred by a different name in the device menu. For more info, see Names used by different brands for CEC.)
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.
Check the HDMI-CEC setting of your product.
CEC (Consumer Electronics Control) is a feature that allows devices connected via HDMI to communicate with each other. However, since there are a variety of brands and models of HDMI devices, sometimes devices may not communicate as expected. For issues with audio, video, or remote control operations over HDMI, try setting the HDMI-CEC option in your system menu to On or Alternative. Or to bypass HDMI-CEC, try setting the option to Off. For more info, see Turning HDMI-CEC on or off.
Be sure the Acoustimass module power cord is plugged into a working power outlet.
If the outlet is controlled by a wall switch, make sure the switch is in the On position. Test the outlet with another device, such as a lamp. If necessary, plug the system into a different outlet.
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 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.
Reset the HDMI connection by resetting both devices and the cables connected between them.
- Turn off the Bose system, the source device and the TV.
- Unplug the Bose system, the source device and the TV.
- Disconnect two HDMI cables at both ends and reseat them ensuring secure connections.
- Reconnect the source device, the TV and the Bose system to power.
- Turn on the TV and the source device.
- Once the TV and source device have finished powering up, turn on the Bose system.
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.
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.
Disconnect anything plugged in to the headphone/Aux input on the control console.
There is a combined 1/8" connection on the control console that can either be the headphone output or an Aux input. If it is set the "headphones" the speakers will mute if anything is connected to it. For information on setting the Side Aux input, see Setting the side AUX output
Connect an optical audio cable in addition to the HDMI cable.
HDMI-CEC and ARC compatibility issues among different brands and models can sometimes cause HDMI audio to not work or work intermittently. In these cases, connect an optical cable from the device to your system console for digital audio. Once connected, open the system menu and assign the optical audio signal to a button on your remote. For more info, see Assigning the optical digital audio input.
Restore the system to its factory defaults and restart the set up process.
For more info, see Resetting your product.
Your product may need service.
If the steps provided do not resolve your issue, your product 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
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