vossi__
Contributor
  • 15
  • 6
  • 0
Registered since

Nov 18, 2019

Soundbar 500 keeps crashing

Bose product name:

Soundbar 500

 

Country:

Austria

 

Firmware Version:

latest

 

App Version:

latest

 

What devices were you using that were affected and what version are they on:

Soundbar itself, TV, iPhone

Detailed description of the issue and steps to reproduce:

Recently the Soundbar keeps crashing or stops reacting to any command. It does not react to any remote signals, nor does it react to Alexa voice commands. Sometimes it still plays sound from the TV. After shutting the TV down it does emit a hissing sound at a high volume.

The soundbar has to be unplugged and restarted, so it can be used again.

 

What environment do you experience the issue in? (e.g. noisy office, quiet kitchen, etc.)

does not matter!

 

When did you start to experience the issue? Did it work correctly previously?

Started about one or two months ago and gets more frequent.

 

Any troubleshooting steps you took

Reset, restart. still keeps crashing!

 

The Soundbar is connected by Wifi and LAN. It uses optical audio for the connection with the TV. No HDMI connected so far!

 

 

6 REPLIES 6
Tegan_M
Moderator

Re: Soundbar 500 keys crashing

Hello,

 

Thanks for reaching out, sorry to hear that your soundbar appears to be crashing frequently. 

 

Do you get any change of LED status on the soundbar when this dropout occurs?

 

You have said your soundbar is on the latest firmware update, but can you confirm the version for us so we can ensure this is the case? You can find this in the product details within the Bose Music App.

Feel more. Do more. Be more.
Come check out my profile here. New to the community? Check out our Community Guidelines and How to use the Bose Community for helpful hints on getting started. And don't forget to check out our new and improved Community Ranks and Rewards!
vossi__
Contributor
  • 15
  • 6
  • 0
Registered since

Nov 18, 2019

Re: Soundbar 500 keys crashing

Soundbar Firmware is 10.0.10-8565+88f8514

 

The soundbar does not show any LED signs at all. No Alexa or processing LED.

The only thing that can be seen sometimes as a delayed reaction to the remote while changing the volume. Delay of about 1-3 seconds after pressing a button on the remote.

 

Additionally there's no connection to the Bose Music app anymore. At all. The soundbar cannot be located and found in the network at all!

Keith_L
Moderator

Re: Soundbar 500 keys crashing

Thanks for letting us know that vossi__!

 

What I would recommend doing next is performing a factory reset of the soundbar by following the steps shown HERE. As you mentioned that the soundbar needs to be power cycled to be used once it stops responding, you may need to do this before performing the factory reset of the soundbar.

 

Let me know how you get on!

Feel more. Do more. Be more.
Come check out my profile here. New to the community? Check out the Getting Started board.
Help others find answers to your questions by clicking on 'Accept as Solution' at the bottom of a reply.
If you see a post you like, make sure to give it a thumbs up!
vossi__
Contributor
  • 15
  • 6
  • 0
Registered since

Nov 18, 2019

Re: Soundbar 500 keeps crashing

I have just performed the factory reset and keep you posted about any update and if the problem persists.

I assume that this won't fix it, as it started happening after the latest Firmware rolled out.

Before it actually never happened...

vossi__
Contributor
  • 15
  • 6
  • 0
Registered since

Nov 18, 2019

Re: Soundbar 500 keeps crashing

Happened again!

Now it stays connected and is accessible from the Bose Music App and I can listen to music or TV. 
But Alexa is not responding at all. 
Thing is, that it seems to be working through LAN but once I unplug it, it shows a Red light! When on LAN the soundbar does not react to any voice command! Removing and re-adding alexa services does not work!

Could it be a Wifi problem? Does the wifi hardware of the Bose soundbar fail? (Wifi is up and no device connected has problems with it)

 

Either way I need to know whether it is a hardware or software problem so I can get a replacement if necessary!

Keith_L
Moderator

Re: Soundbar 500 keeps crashing

Hi vossi__,

 

I'm sorry to hear the soundbar has crashed for you again! As you mentioned there is a red light when you disconnect the soundbar from the LAN connection, is this the main lightbar showing as red, or the smaller LED that indicates the microphone has muted? If it is the smaller LED, then tapping the icon on the soundbar of the microphone with a line through it will unmute the microphone and remove this light.

 

Also, as you mentioned Alexa stops responding when this light appears, does the remote still work or does it also stop working like before?

 

 

Feel more. Do more. Be more.
Come check out my profile here. New to the community? Check out the Getting Started board.
Help others find answers to your questions by clicking on 'Accept as Solution' at the bottom of a reply.
If you see a post you like, make sure to give it a thumbs up!