Kmb757
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Jun 4, 2021

Bose smart speakers will not connect to Amazon

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Bose product name

Home speaker 300, 500 and portable 

Country

United States 

Firmware Version

500 - FIRMWARE VERSION
10.0.11-9517+741507e

300 - FIRMWARE VERSION

Portable -FIRMWARE VERSION
7.0.11-2911+5925747
7.0.11-2327+b43665d

App Version

4.4.6

What devices were you using that were affected and what version are they on samsung galaxy s21 and iPad pro 9.7 1st generation 

After reseting the WiFi, the devices will not connect to Amazon music nor Amazon Alexa as the voice assistant. There is a message when the OTP is entered that state cannot sign in please try later. Tech support tried by Uninstaller and re installing app, factory reset device,  clear cache,  reboot router, connect to 2.4  MHZ on router. Contacted Amazon to verify account is ok and everything is fine on their end. The devices had it before the new router was put in. Google voice assistant is able to connect as well as all the other available music services. 

 

What environment do you experience the issue in? All areas

 

When did you start to experience the issue? Did it work correctly previously? 4 days ago and yes it did

 

Any troubleshooting steps you took

See above

 

3 REPLIES 3
Marvin_B
Moderator

Re: Bose smart speakers will not connect to Amazon

Hi Kmb757.

 

Thank you for your post and welcome to the Community!

 

Since you have a new router, you will have to factory rese the speakers and then set them up again on the app.

 

Please remove the speakers in the Bose Music app first. After that, do the factory resets.

 

Factory reset for Home Speaker 500 and 300:

1. Sign out of your account in the Bose Music app.
2. On the top of the speaker, simultaneously press and hold the Volume minus and AUX buttons for 10 seconds to reset the product. Do not let go until you see the speaker rebooting. It will have a solid amber light when it is ready.
3. Once you have the amber light, sign in back to your account in the app and add the speaker.
 

Factory reset for Portable Home Speaker: LINK

 

 

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Kmb757
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Jun 4, 2021

Re: Bose smart speakers will not connect to Amazon

Tried factory reset several times. Still get the same message

Vicky_W
Moderator

Re: Bose smart speakers will not connect to Amazon

@Kmb757, I am sorry to hear this. Do you have any other Amazon devices in the house at all? Do these work? Also, can I please confirm the make, model and specs of your new router?

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