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Apr 7, 2018

Bosesound touch st10 and st20 drops out

Dear Bose Support,

 

Please can you help me. 

 

I recently updated my sound touch speakers to software version 20.0.10.

 

Now my speakers keep droppping out when playing music and/or they cant even be found on the network.

 

I have already tried the following;

 

- Reboot of router (works for like 3 mins and then speakers start to drop again)

- Reboot and factory reset of speakers, didnt work (speakers all download latest firmware during set-up)

- The RSSI signal on all speakers is 'Great' or 'Good'

- The speakers dropping intermitantly is one issue that occurs everytime we play music.

- The speakers being greyed in the app happens every 24hrs or so (are the two issues related or separate?)

- The app version I am running is 21.0.7

- The speakers are all on a 2.4 ghz network (and I have a separate SSID for the 5 ghz ntework in the home)

 

Given this stero system (I have 5 speakers) cost close to $2,500 I do not think this is an acceptable customer experience. 

 

Please can you advise on what I should do to fix these issues.

 

Robin

 

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Re: Bosesound touch st10 and st20 drops out

Hi Rcolman01, 

 

Thanks for your post and welcome to the community. I am very sorry to hear that you have had this experience and I appreciate the troubleshooting that you have already attempted. 

 

Firstly, I would like to have a little more information about your setup: 

 

  • What device are you connecting to the SoundTouch's? 
  • Do you have a Wi-Fi Extenders, Boosters or repeaters? 
  • Do you have Wi-Fi assist enabled in your Mobile Data settings? 

 

I look forward to hearing back from you. 

 

Kind Regards, 

Hector B - Community Support 

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Apr 7, 2018

Re: Bosesound touch st10 and st20 drops out

Hi hector

They are iOS devices

I do not have WiFi assist on switched on, should we?

We do not have repeaters/boosters (we have multiple access points though, on the same DCHP and SSIDs and passwords)

Best

Robin
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Re: Bosesound touch st10 and st20 drops out

Hi Rcolman01, 

 

Thanks for posting and updating me on this. 

 

I would recommend ensuring that Wi-Fi assist is disabled as it can cause the device to jump from Wi-Fi to 3G so the setting you have it on now is fine. I appreciate the information regarding the other questions. 

 

I would also recommend these router settings: 

 

  1. UPnP: Enable
  2. Multicast: Enable
  3. IGMP: Enable
  4. Wireless Isolation: Disable
  5. IGMP Proxy: Disable
  6. Wi-Fi Radio or Radio Mode: Mixed or B/G/N
  7. Stealth mode: Disable
  8. MAC Filtering/Access Control: Disable, or add the Bose system MAC address to the allowed devices list
  9. WPS: Disable 

Have you attempted to use the speakers without the access points on? 

 

I look forward to your update on this. 

 

Kind Regards, 

Hector B 

Feel more. Do more. Be more.
New to the community? Check out our Community Guidelines and How to use the Bose Community for helpful hints on getting started.