subrunner7
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Sep 25, 2014

Bose Music App

My Bose Music App keeps losing my Bose Soundbar 500. Although the soundbar continues to play TV sound I can't connect to the soundbar through the App.  This also results in Alexa not working. The fix has alway been to reset the soundbar.  The app loses connection with he soundbar after about 30 minutes on average but sometimes almost immediately after resetting. 

Firm ware is 7.0.10, the app was freshly downloaded from App Store version 3.16.

WiFi signal is -64db

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Re: Bose Music App

Hello subrunner7, 

 

Thank you for posting and welcome to the Bose Community today! Sorry to hear this, I would love to assist you further. 

 

Firstly, can you please confirm that your device and Soundbar are both on the same Wi-Fi network? If you have a dual-band router, please ensure that both are on the same band (E.G 2.4GHz or 5GHz) 

 

I would also recommend ensuring that you don't have any kind of Wi-Fi assist enabled inside your settings, as this can cause the signal to jump between Wi-Fi and mobile data. Can you please also delete and reinstall the Bose Music app to start a fresh connection with the system. 

 

I look forward to hearing back from you with the result of these steps. 

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subrunner7
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Sep 25, 2014

Re: Bose Music App

Yes I confirmed both were on same WiFi network at same frequency and there are no WiFi extenders. Deleted and reinstalled Bose music app. 
app did not detect Soundbar. I reset Soundbar. App remained connected for about an hour. Was able to turn on TV with Alexa   Had to use remote to get sound through Bose. App then lost connection to Bose. Sound still coming from Bose but app lost its connection 

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Re: Bose Music App

Thank you for making me aware of this @subrunner7, sorry that these steps did not resolve this for you. 

 

Let's attempt to perform a reset on the internet router by disconnecting the power from the router for 30 seconds, then wait for it to start up and connect the device back to the router. 

 

We should also disable any "wireless isolation mode", "wireless AP mode" or "access point mode" setting on the router. 


Settings such as these can prevent communications between devices within the home network. In order for the app, a music server on another computer, and systems to operate together this setting will need to be turned off.

 

I would also recommend that you have the following router settings: 

  • UPnP: Enable
  • Multicast: Enable
  • IGMP: Enable
  • Wireless Isolation: Disable
  • IGMP Proxy: Disable
  • IGMP Snooping: Disable
  • Wi-Fi Radio or Radio Mode: Mixed or B/G/N
  • Stealth mode: Disable
  • MAC Filtering/Access Control: Disable, or add the Bose system MAC address to allowed devices list
  • WPS: Disable
  • WAN IP Blocking: Disable

I look forward to hearing back from you with the result of these steps. 

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subrunner7
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Sep 25, 2014

Bose Music App

Thank you for sticking with me on this issue.

I did a reset of my router by unplugging for about a minute. When it restarted I attempted to find my Bose Soundbar via the Bose music app. It indicate it was not available. I refreshed the app to see if it could find the Bose but it remained unavailable.

 

All my searches for wireless isolation mode, wireless AP mode and access point mode for an xfinity router/modem pointing toward the xfinity WiFI  public hotspot used for guests within/around my home.  I disabled it. The other items are as indicated:

 

  • UPnP: Enabled
  • Multicast: Enabled
  • IGMP: (wasn't able to find a router function to verify Enabled)
  • Wireless Isolation: is Disabled
  • IGMP Proxy: wasn't able to find a router function to verify Disabled
  • IGMP Snooping: wasn't able to find a router function to verify Disabled
  • Wi-Fi Radio or Radio Mode: verified G/N
  • Stealth mode: Disabled SSID is being broadcast
  • MAC Filtering/Access Control: is Disabled
  • WPS: is Disabled
  • WAN IP Blocking: is Disabled

After establishing this router configuration I pulled power from Bose for 1 minute and plugged it back in. The App found the Bose and all of the app functions were working.  I operated the television and accessed Apple TV and television apps without issues. Sound from TV came out of the Bose.

About 1 hour after turning off the TV with it's remote (Samsung Q90) I checked the app and found it had lost connection to the Bose.

The Bose standby timer was set to never. CEC is set to alternative.  

This is extremely frustrating for such a well known product to be so cumbersome and unreliable .

My router is provided by xfinity: Arris Model TG1682G

Your help continues to be appreciated!

 

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Re: Bose Music App

Thank you for the detailed reply @subrunner7 

 

Sorry to hear that the issue was only resolved for an hour before returning. 

 

Do you have any other devices you can attempt to download the Bose Music app onto and then testing the same setup? 

 

Can you please confirm if you have split the Wi-Fi bands to different networks? For example, they are two completely different Wi-Fi networks you can connect too. I would also like to know how close the Soundbar and device are to your internet router? 

 

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subrunner7
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Sep 25, 2014

Re: Bose Music App

The Bose is 15 feet from the router that is in another room separated by a wall (uninsulated wall board).

I have not separated the 2.4 and 5 Ghz into two separate wifi networks. Is that what you are asking?

I'm getting an old iPad tomorrow to attempt using it.

I tried to do a full setup again. Reset WiFI using the Bose remote.  The system worked for about 24 hours then the app lost its connection to the Bose.

Is there a setup that I can try with Ethernet instead of WiFi? I tried setting up the Bose with an ethernet connection but the app failed to discover the Bose during setup. 

I also tried connecting the ethernet cable after the WiFi setup was complete and working but the app lost the Bose shortly after connecting ethernet. I believe that is a known issue.

 

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Re: Bose Music App

Hi Subrunner7,

 

Thank you for the extra information.

 

We would recommend splitting the two bands into two separate networks if you are having this issue.

 

When the bands are combined under one name, the router will decide which band each device is on, and can switch them between bands at any time. If you have the bands as separate networks, this puts the control over which band is being used in your control and you can make sure the soundbar and phone are on the same band and stay on the same band.

 

You can use an ethernet cable to connect to the soundbar to the internet as well. If you do so, I would still recommend separating the bands on your router to ensure the most stable connection between the soundbar and the app.

 

 

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