Bose Soundbar 700 sound cutting out

[tashrocca]

Hi,
I’ve been using my Bose Soundbar 700 with my Samsung led tv since the soundbar was released and sound quality is great but I have had nothing but issues with this soundbar and bass module.
My most recent problem just started happening today with nothing changing in my set up or system.
The sound drops from time to time sometimes it drops for a second or less sometimes it drops for a couple of seconds.
Does anyone else have this issue of so any possible solutions?
My other annoying problem is crackling/interference noise coming from my bass module when the bass kicks in. I have another post out on this issue with no solution yet.
Another issue is that the tv randomly turns off from time to time this issue didn’t occur before the sound bar and if I disconnect the soundbar the problem doesn’t occur neither so it’s certaintly an issue the soundbar is causing.

Any help and tips will be greatly appreciated, thanx.

[Tony_A]

Hi tashrocca,

Thanks for writing in!  Sorry about the poor audio experience, but would be happy to help!

• At this point have you tried rebooting the system and TV by removing power for 30 seconds?
• How far is the bass module away from the soundbar?
• Are there any wireless devices like a router in between the soundbar and bass module?
• Are you using the supplied Bose HDMI cable or a new high speed one?
• Have you tried an optical cable for testing?

Let us know so we can further assist!

Warm Regards,

Tony A - Community Support 

[tashrocca]

After a reboot the issue with the sound cutting out seems to have gone away hopefully it does not return. But it did not fix the issue of the bass module.
The bass module is located approximately 6 feet away from the soundbar in a clear line of sight the sound bar is elevated about 4 feet off the ground and the bass module is located on the ground.
There are several WiFi devices such as smart led lighting fixtures which are permanent and can’t be moved. No matter where I locate the base module within the room it will only be several feet away from the nearest WiFi enabled device. But these have been there from the beginning when I didn’t have the bass module issue. I have tried selected different wireless channels on my network and the issue still persists.
I am using the supplied HDMI cable and have not tested with the optical it takes a bit of work to unmount the tv to access the connections being that it’s on a slim line bracket. But I will try to do some testing soon.

I do have another issue that occurs from time to time. The tv randomly powers off this is only when the sound bar is connected but if I unplug the sound bar from power so that it doesn’t interact with the tv this issue never occurs. The frequency of this issue occurring would probably be any where from once every few days to at times twice in one day. This issue did become present after I added an Amazon Fire stick to the tv. But if it’s just the fire stick and the tv with no sound bar it doesn’t happen it’s only when it’s a combination of all 3.

[tashrocca]

The sound cutting out problem returned. So I used that opportunity to test it with the optical connection and my sound is still cutting out even after a restart. Im beginning to think I have a defective unit and need to make a warranty claim. I can’t even enjoy a full length movie without some sort of an issue with the sound bar or the bass module

[1400reeds]

We are having the same problem with the soundbar cutting out and rebooting both tv and soundbar does not solve the problem. Any solution or is the soundbar defective?

[Slingshot]

This is really BAD.  I too started experiencing for the first time (after 2 months of ownership) sound cutting.  It seems that this problem is happening a lot.  I think Bose should address this issue quick or suffer bad PR on social media.  #lemonlaw

[1400reeds]

Does anyone from Bose have an estimated time frame as to when these problems will be resolved??? 

1.  Sound cutting out

2.  HDMI Arc cable won't work

[tashrocca]

I agree. Mine worked perfectly fine then all of a sudden all these issues started occurring.

[tashrocca]

Not sure if the ARC issue you have will be fixed well not fixed but maybe a less frequent issue. What I did was disconnect everything that uses HDMI from the tv restart the tv and sound bar then only connect the sound bar go to CEC settings on the tv discover devices. Since I’ve done that my tv and sound bar work pretty well together about 70% of the time. Not a permanent or acceptable fix but makes things easier to deal with.

[1400reeds]

We have done the procedure you mentioned and it worked for awhile.  However, now we cannot get it to work again following the same process??????  Crazy.