GLHOKIE
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Dec 2, 2018

Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Our ST was working perfectly untill I installed a new Orbi wifi system. Now, I can not set up the ST on the new network. I worked with a Bose telephone specialist for 2.5 hours yesterday, Sat., Dec. 1, 2018, with no success. I went through an exhaustive process in trying to get the ST to set up. I was finally told to send in the pedistal unit for repair. I am concerned that the problem is not with our unit, but with the new wifi system. I have seen references online that mesh wifi systems are having problems with Bose systems. But, I also saw on this forum that Orbi systems were working fine.

 

I am exasperated with this issue! I have now spent 8+ hours trying to resolve this with the Bose ST-Netgear Orbi connection!

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Tony_A
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Mar 15, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Hi GLHOKIE,

 

Thanks for writing in!  Sorry to hear about the poor setup experience, but let me see if I can help!

 

Can we try and connect the Wave System directly to the Orbi with an ethernet cable?  I'm curious to see if it's a setting within the Orbi that may need to change or if it's potentially interference from a different wireless device preventing the setup.
 

Warm Regards,

Tony A - Community Support 

GLHOKIE
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Dec 2, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Tony,

I have tried this by connecting an ethernet cable from the Orbi satellite ethernet port to the SoundTouch and I could not get connected this way. BTW, the Orbi wifi is working great and provides great coverage throughout our 4000 sq ft house with great speed. I have no reason to believe that the Orbi is not performing the way it is suppose to. I am concerned that the Orbi, having triband technology and a mesh wifi system, is not compatible with the Bose Wave SoundTouch. I have seen references that mesh wifi has problems with Bose systems, but, also have seen that they work great with them? I will greatly appreciate help is resolving this issue!

Tony_A
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Mar 15, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Hi GLHOKIE,

 

Thanks for the update.  Yes, the Orbi may be performing perfectly with the other devices, but there may be a setting that is blocking the detection of the speaker with the app.  

 

If you can login to the Orbi router, can you check under advanced settings, there should be a UPnP tab.  Let's make sure that this is enabled.  

 

One last thing, did we try a different mobile device with the SoundTouch app to see if that would help with either the detection or setup of the system?  

 

Warm Regards,

Tony A 

GLHOKIE
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Dec 2, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Tony,

I can not determine how to log in to my Orbi router. I have tried http://192.168.1.1, but it says my internet access is blocked. I turned off my firewall, but it still does not allow access. I am stumped!

Tony_A
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Mar 15, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Hi GLHOKIE,

 

That's definitely odd.  Instead of logging in with the IP address, let's see if this link allows you to enter the router's settings: http://orbilogin.com.

 

Warm Regards,

Tony A 

GLHOKIE
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Dec 2, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Tony,

Using the orbilogin.com results in the same inability to acess the router. Do you have any other ideas? I appreciate your attempts to help!

GLHOKIE
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Dec 2, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

A Bose WiFi team member has determined that the pedestal unit is not functioning correctly and so I have sent it to Bose for repair. This can be closed out on the forum.
Tony_A
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Mar 15, 2018

Re: Wave SoundTouch: New Netgear Orbi WiFI system will not set up

Hi GLHOKIE,

 

Thanks for giving it a shot.  At this point in the troubleshooting, I think the best avenue would be to give our phone support a call.  Our teams have a few more tools that may be able to help diagnose the issue.  Just click HERE and select your country and Contact Us at the bottom.

 

Warm Regards,

Tony A