FREE 2-DAY SHIPPING FOR ORDERS OF $50 OR MORE, AND FREE RETURN SHIPPING

SoundTouch® 20 Series II Wi-Fi® music system

Sold from 2014 - 2015

NOT YOUR PRODUCT?
Help us provide the best support by confirming your product below
Select your product
Product image
SUPPORT OPTIONS FOR
Loading
SEARCH
Enter a search term in the field above.
Nothing found. Please enter a valid search (i.e., connection help, no audio from headphones, etc.).

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:

Check for and install any available product updates.

Be sure the system is close to a strong Wi-Fi signal.

To connect to your network, your system must be within the range a wireless router or access point. The Wi-Fi indicator on your system glows solid white when connected. If it's not white, try moving the system closer to the router or in a different area where the Wi-Fi signal may be stronger.
Note: Obstructions, like walls, metal, doors, etc., can reduce Wi-Fi signal strength.

Determine if there are more than four SoundTouch systems on the same network.

Typical home Wi-Fi networks support at least four wireless SoundTouch systems. However, this number can drop or vary based on different factors, such as the capabilities of the router / access point or network bandwidth used by other devices. If using more than four systems, consider connecting some SoundTouch systems with an Ethernet cable (for applicable systems) to improve wireless performance for other systems.

Check to see if other devices on your network are using too much bandwidth.

When a device is active on your network, they use some of the available bandwidt of your router. Some tasks use more bandwidth than others—like video streaming, gaming, video calls, data backups, etc. If devices are performing these tasks, bandwidth can decrease for other devices. Turn off any device or app that might be using a lot of bandwidth, then check if performance improves. (Tip: If available, use an Ethernet cable instead of Wi-Fi to connect high-bandwidth devices to your network. This frees up wireless bandwidth for devices that need to be connected wirelessly.)

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.)

Install any updates for your router.

In the router settings menu, there is typically an option to check for updates. If updates are available, install them to ensure the router is running with the latest available enhancements.

In the router settings, try selecting a different channel.

If multiple wireless devices on the network are communicating on the same channel, it could affect how effectively those devices can transmit and receive data. Log in to the router and, in the settings menu, select a different channel—like 1, 6 or 11 since these channels do not interfere with one another. If you don't notice a difference, you can always change back the channel.

Determine if a limit has been set for the number of devices that can connect to your router.

In the router settings, check if the router is set to only allow up to a certain number of devices to connect to the network (this setting is often labelled DHCP Limit/Range). If there is a limit, remove or increase it to accommodate the number of devices that will be on the network.

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.

Check for sources of wireless interference.

It's possible that interference from other wireless devices are affecting the wireless functionality of your product. Check for other wireless devices in the area of your product  (i.e. another router, cordless phone, wireless printer, smart TV, etc.). To determine if a device might be interfering, try unplugging its power cord or disabling Wi-Fi on the device. If the issue is resolved when a particular device is removed, try placing that device farther away from your product, if possible. Additionally, if the device has a wireless channel setting, try a different channel.

Determine if a mobile hotspot is in use.

Compatibility with hotspot devices can vary. While some may work, hotspots are not guaranteed or recommended due to the limited or inconsistent functionality with them. Try the system on a home network to determine if the hotspot is the issue.

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.

If in an area of poor Wi-Fi signal, try a network range extender to improve signal.

Wi-Fi extenders and power line adapters can help to extend network range into areas of poor connectivity. Wi-Fi extenders connect to the Wi-Fi network and are placed about halfway between the router and the area where connectivity is desired. Power line extenders are a pair of adapters that allow connectivity using existing electrical wiring in a home: One adapter connects to the router and a nearby power outlet; the other adapter connects to an outlet in the area where connectivity is desired and, depending on the adapter, provides either Ethernet or wireless connectivity.

Consider connecting your system using Ethernet instead of Wi-Fi

Even though connecting your system via Wi-Fi is the preferred setup method, some setup configurations may connect easier via Ethernet. For more information, see Setting up your product.

Your product may need service.

If the steps provided do not resolve your issue, your product 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
Loading
    Was this article helpful?
    Submit
    Thank you for your feedback!