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SoundTouch® Stereo JC system | Cannot connect to network during set up
How is the system connected to the network?
The system is connected to the network through an Ethernet cable
Refer to the Router Information site for any known brand or device specific issues.
Locate the router model within the Router Information to determine if there is any model specific known issues and solutions. Owners' guides, product images and specifications may also be found within this site.Determine the DHCP server / Dynamic IP / Automatic IP configuration setting of the router.
The DHCP server in the router manages IP addresses of connected devices. Typically DHCP is enabled so devices can easily connect to the network and avoid trying to use an IP address already in use. If DHCP is disabled in the router settings, enable it and try again. (Note: If devices on the network are set to a specific / static IP address, they also may need to be set to obtain a dynamic IP address before they reconnect.)Check if MAC filtering is enabled on the router and blocking your product.
Open the router settings and determine if MAC filtering is enabled. If so, add the MAC address of your Bose system to the list of allowed devices on the network. For more info, see Determining the MAC address. (Note: Apple routers refer to MAC Filtering as Access Control.)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.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.Restore the system to its factory defaults and restart the set up process.
For more info, see Resetting 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.Try making the recommended settings adjustments in the settings menu of the router.
For more information, see Recommended router settings for use with Bose Wi-Fi products.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.
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.)Try plugging in your system directly to the router.
Connect the SoundTouch wireless adapter to your router using an Ethernet cable. If the issue is resolved, the issue is with the wireless network connection or configuration.The system is trying to connect to the network with Wi-Fi
Be sure the correct network password is entered.
For secured wireless networks, check that the password is entered correctly (i.e. capital letters and spaces). If a computer is connected wirelessly to the network, it may be able to show the wireless network password. Try an internet search for your computer operating system to see if this is possible (i.e. search "how to view wi-fi network password on windows 10").Disable any network connection assistance features on the mobile device.
Some mobile devices will automatically switch to cellular data if they determine the Wi-Fi connection is weak or is not connected to the Internet.On iOS 9.0.1 or newer:
- Go to Settings.
- Select Cellular.
- Turn off "Wi-Fi Assist".
- Go to Settings.
- Select Wi-Fi & internet (or Network & internet).
- Select Wi-Fi.
- At the bottom of the network list, select Wi-Fi preferences.
- Turn off the setting that 'switches to mobile data when Wifi is not available'. This may be called "Smart network switch", "Smart Wi-Fi switcher", or something similar as the name of this feature varies by manufacturer and Android version.
Make sure the network name does not have any spaces or other extra characters.
Determine the name of the network (SSID). If there are extra spaces or other characters in the name, go to your router settings and delete the spaces or characters. For more info, see Determining the connected Wi-Fi network of a computer. If the network name is changed, you will need to reconnect all devices to the new network name.Try changing the network password.
In some cases, network passwords with special characters can prevent your product from connecting. To determine if the password is the issue, change your network password, then try connecting again. (Note: Putting a & and $ consecutively in the network password has caused connection issues in some cases.)If using the PC/Mac app, temporarily disable any computer anti-virus or firewall security software.
Certain security settings can block features of the SoundTouch app. If the issue is resolved with security software disabled, open the security software settings and add the SoundTouch app and the SoundTouch music server to the list of exceptions or allowed programs. Be sure to re-enable your security software when you're finished testing.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.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.)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.)
Check if MAC filtering is enabled on the router and blocking your product.
Open the router settings and determine if MAC filtering is enabled. If so, add the MAC address of your Bose system to the list of allowed devices on the network. For more info, see Determining the MAC address. (Note: Apple routers refer to MAC Filtering as Access Control.)Do not set your router to N / 5 GHz-only mode.
In N / 5 GHz mode, the router will not connect G / 2.4 GHz devices. In the router settings, select Wireless N (B/G compatible) or Mixed mode (or something similar).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 the DHCP server / Dynamic IP / Automatic IP configuration setting of the router.
The DHCP server in the router manages IP addresses of connected devices. Typically DHCP is enabled so devices can easily connect to the network and avoid trying to use an IP address already in use. If DHCP is disabled in the router settings, enable it and try again. (Note: If devices on the network are set to a specific / static IP address, they also may need to be set to obtain a dynamic IP address before they reconnect.)Check that the network security setting is compatible with your Bose product.
Bose systems will work with all network security types, including Enterprise security (WPA Enterprise, WPA2 Enterprise, etc). In the router settings, select a PSK (or Personal) option instead of a non-PSK option. Also, if the encryption technique selectable, choose TKIP when using WPA, or choose AES when using WPA2. (Tip: Avoid mixed or combo security settings, such as WPA+WPA2.) For more info, see Determining the security type of a Wi-Fi network. (Note: If security is changed, you might need to reconnect other devices to your network.)If using WEP for wireless security on your router, temporarily disable security and check if performance improves.
WEP is an older protocol that could affect performance. If your disable WEP in the router settings and the issue improves, switch the router to a different security type. After, you'll likely need to reconnect all of your wireless devices (i.e. smartphones, compuer, smart TV, etc.) to your network. To reconnect your Bose system, see Connecting to a Wi-Fi 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.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.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.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.Try making the recommended settings adjustments in the settings menu of the router.
For more information, see Recommended router settings for use with Bose Wi-Fi products.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.
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