Cannot set properly soundbar 700 and universal remote via Bose Music

[Ziosata]

Hello everybody,

I just received a soundbar 700 as a Christamas present, but I’m struggling with the app and the remote.

Basically everything is connected and working but the remote only control the soundbar.

In the Bose Music remote setting all menus are empty and I cannot pair or set anything.

For example:

universal remote -> TV -> empty menu

universal remote -> sources -> empty menu

universal remote -> advanced settings -> I only see my remote

power sync -> empty menu

In all of this menus I cannot do anything.

I already reset my remote and paired it again but nothing changed.

By the way the hdmi connection is ok, since I can set the volume and the power from the TV remote.

I tried different devices with the latest version of the Bose music app.

I guess this is a software issue.

Can somebody help me?

Thank you very much and Merry Christmas!

[Ziosata]

Any help?

[Sam_F · Accepted solution]

Hi @Ziosata,

Thank you for taking the time to post and welcome to the Bose Community.

I apologize for any trouble you've encountered setting up your Soundbar 700 remote so far. You may be correct in that what you're experiencing right now could be more of a software issue.

Just to confirm what's happening, when you try to configure a device for the remote, are you met with a blank page? Where nothing will load at all? 

If so, I would advise to remove the soundbar from the app, reset the soundbar, and then re-connect, to see if the menus fix themselves.

To do that, go to Account Settings > Manage Products > Edit > Delete Soundbar 700.

To perform a reset, simply unplug the soundbar from power and leave unplugged for two minutes before plugging back in.

Give that a try and let me know if anything improves.

Warm regards,

Sam F - Community Support

[Ziosata]

After performing a factory reset of the soundbar and the remote I finally set everything!

[Don Stevens]

I have the same issue with a Soundbar 500 and a Bose universal remote, I followed the steps but it did not resolve the. Issue, glad it worked for you!

[Keith_L]

Hi Don Stevens,

Thank you for posting. I'm sorry to hear you are also having issues setting up your universal remote with your soundbar and I would be happy to help with this.

Just to clarify, are we also having the same issue where the app is blank when we try and set up the universal remote with other devices?

Usually, when we see an issue like this, it's down to the app and soundbar not communicating correctly. The steps @Sam_F provided can fix this but as they haven't for us this time there are a few extra things we can try.

The next step I would suggest we try is rebooting the router, as all communication from the soundbar to the app is running through the Wi-Fi connection. To do this we just need to disconnect the router from the power for 30 seconds, then reconnect and try the setup again once it is back up and running.

If this does not work, then I would recommend that we factory reset the soundbar and start the setup again from the start. To do this we need to press and hold the 'Power' and 'Skip Forward' buttons together for about 5 seconds. The soundbar should then reboot and show a solid amber light when it is ready to continue.

Let me know how you get on.

Kind Regards,

Keith L

[Don Stevens]

Hi Keith,

Thanks for your advice.  I had tried all your suggestions plus also forcing firmware upgrade to no avail.  I have not however tried resetting the router.  I did however contact the Bose tech support line yesterday and spoke to a Soundbar specialist who advised the fault was likely a faulty remote and Bose would dispatch an immediate warranty replacement.  So I am patiently waiting.  

Appreciate your suggestions.  

Regards 

Don

[Sam_F]

Hi Don,

I'm pleased to hear you're able to have your remote replaced. I apologize for any inconvenience in trying the troubleshooting up to this point, but you should not experience any trouble once you receive the new universal remote.

However, if you do ever require assistance with your systems, let us know.

Warm regards,

Sam F