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No picture from a connected video device | SoundTouch® soundbar system
Which device is being used?
Cable box
Try a different channel.
If the issue only occurs with one or certain channels, there could be an issue with those particular broadcasts.
Connect the video output of the source directly to the TV.
If the issue still exists, the problem is with the connected source, the TV or the cable being used.
Replace the video cable used to connect your product.
Try replacing the video cable that connects your product. If no issue occurs with the new cable, there was a problem with the original video cable.
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.
DVD or Blu-ray player
Connect the video output of the source directly to the TV.
If the issue still exists, the problem is with the connected source, the TV or the cable being used.
Replace the video cable used to connect your product.
Try replacing the video cable that connects your product. If no issue occurs with the new cable, there was a problem with the original video cable.
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.
DVR
Connect the video output of the source directly to the TV.
If the issue still exists, the problem is with the connected source, the TV or the cable being used.
Replace the video cable used to connect your product.
Try replacing the video cable that connects your product. If no issue occurs with the new cable, there was a problem with the original video cable.
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.
Game console
Connect the video output of the source directly to the TV.
If the issue still exists, the problem is with the connected source, the TV or the cable being used.
Replace the video cable used to connect your product.
Try replacing the video cable that connects your product. If no issue occurs with the new cable, there was a problem with the original video cable.
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.
Satellite box
Try a different channel.
If the issue only occurs with one or certain channels, there could be an issue with those particular broadcasts.
Connect the video output of the source directly to the TV.
If the issue still exists, the problem is with the connected source, the TV or the cable being used.
Replace the video cable used to connect your product.
Try replacing the video cable that connects your product. If no issue occurs with the new cable, there was a problem with the original video cable.
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.
VCR or DVD recorder
Connect the video output of the source directly to the TV.
If the issue still exists, the problem is with the connected source, the TV or the cable being used.
Replace the video cable used to connect your product.
Try replacing the video cable that connects your product. If no issue occurs with the new cable, there was a problem with the original video cable.
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.
Other connected video device
Connect the video output of the source directly to the TV.
If the issue still exists, the problem is with the connected source, the TV or the cable being used.
Replace the video cable used to connect your product.
Try replacing the video cable that connects your product. If no issue occurs with the new cable, there was a problem with the original video cable.
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.
Confirm the TV is on and the proper input is selected.
Some TVs have a feature where input selections can be turned off or hidden from the on-screen menu. For help changing TV inputs and enabling TV inputs, refer to the TV owner's guide.
Reset the connected audio or video device.
Electronics may need to be reset from time to time—much like rebooting a computer. Disconnect power from the device for 30 seconds, then wait for it to start up.
In the menu of the connected device, try disabling HDMI-CEC.
CEC (Consumer Electronics Control) allows devices to send control information (e.g. power, input switching, remote control, etc.) back and forth over HDMI. CEC implementation and capabilities can vary among different brands, which can cause various control issues. Try disabling CEC in the menu of the connected device, then try again. Depending on the brand, CEC may be labelled differently in the device menu. For more info, see Names used by different brands for CEC.
Be sure an HDMI cable is connected from the soundbar output to an HDMI ARC input on the TV.
To pass video through the soundbar to the TV, an HDMI cable needs to be connected from the HDMI OUT TO TV connection on the soundbar to the HDMI ARC input on the TV. Once this is done, remove any optical cable connected to the soundbar. There cannot be any device connected to the optical input when a device is connected to the HDMI IN connector on the soundbar.
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 when using HDMI connections, try selecting a different Advanced CEC option in the Settings menu of the soundbar within the Bose app. To disable HDMI-CEC functionality of the soundbar, which would prevent it from operating other devices or responding to operations from other devices, set the option to Off. For more info, see HDMI-CEC Power and Audio Settings.
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