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Companion® 5 multimedia speaker system

Sold from 2015 - 2018

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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:

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 of the Bose system.

Be sure the system volume is not turned down. Using the volume control, gradually increase the volume level.

Be sure the system has power and is on.

Check the control pod to see if the LED is green. This indicates the system is on. If the LED is yellow, the system is either muted or headphones are connected to the control pod. Tap the control pod to unmute the system or disconnect the headphones from the control pod. If the LED is not lit, see Product will not turn on.

Select the proper Audio Device setting in the Tools menu.

If you are using Windows Media Player version 10 (or higher), be sure to select "Bose USB Audio" as the "Audio Device To Use." This option is available by following this menu path: Tools > Option > Devices > Speakers > Properties > Sound Playback. The option may be set to a different playback device even if all other Sound control panel settings are correctly set for the Bose system.

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.

Reseat the control pod connector.

The system will not produce audio if the control pod is not connected properly. Disconnect and firmly reseat the control pod cable connector in its jack on the Acoustimass module connection panel. Be sure to unmute the control pod once it is reconnected.

Try a different app.

If the issue only occurs with a particular app, it is likely related to the app or app settings.

Try connecting a different audio device.

If available, connect another audio device using the same cables and connections to determine if the issue is related to the first device or its settings.

Remove all other USB audio or video devices that are connected.

If any audio or video devices are connected to USB ports on the computer, disconnect them when installing the Bose system to ensure a trouble-free installation.

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.

Your system may need service.

If the steps provided do not resolve your issue, your system may need service. Follow the link below 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
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