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App does not detect Wi-Fi product during set up | SoundTouch® soundbar system
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.
See if the Wi-Fi light on your product is on.
If you are connecting wirelessly, 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 info, 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 information, 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.
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.)
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 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.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.
Determine if there are any programs using port 1900.
For instructions, see Viewing active network ports. If there is a program using this port, close the program so that the SoundTouch app can use the port to locate the system.
If the customer's ISP is listed among those that redirect unknown web addresses, disable the redirecting service.
The following internet service providers use web address redirecting / search helper services, which can prevent the system from connecting to the Bose account server.
- TimeWarner
- CenturyLink / CenturyTel / Qwest
- Charter
- Midcontinent Communications
- Frontier Communications
- SuddenLink
- Mediacom
- Cablevision / Optimum Online
Restore the system to its factory defaults and restart the set up process.
For more info, see Resetting your product.
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