Soundtouch can't find Bose 10

[Bert#]

Hi, I have a Soundtouch Speaker 20 (connected by ethernet) and a 10 (by wifi).
For a month (due to an update?) The Soundtouch 10 does not connect to the application, but it is connected to the Internet since through the remote control I can play the saved favorites.
I have updated it via USB, I can connect it and see it in the application, but the next day it is not again.
It does not work in mac software or iphone app.
Does the problem have any solution?

[Jeff_G]

Hey Bert#,

Thanks for reaching out via the Bose Community. Welcome to the site. 

I'm sorry to hear you are having issues with your SoundTouch 10, but I'd be happy to help. 

From what you have described, it sounds like your speaker may be connected to a different network to your iPhone/Mac. Can you please confirm: 

Do you have more than one WiFi network in your home?

Do you user internet extenders? 

If you have a dual-band router, are the bands split or joined? 

Is the 20 working okay through all of this? 

I'll look forward to your reply. 

Kind regards, 

Jeff G - Community Support

[Bert#]

Hi, thanks for replying!
The speaker is configured on the same network as the iPhone and the Mac
If I unplug the speaker and plug it in again, sometimes it appears in the application
Although it does not appear in the application, it is connected because I can play the favorites.
The SoundTouch 20 is connected by ethernet
Only one band is enabled on the router (5G)

I have both speakers for a year and this problem is a month ago

Thank you!

[Jeff_G]

Hello Bert# 

Thanks for getting back in touch. 

If you haven't already, can I recommend you try to factory reset the speaker, then set it up as a new system on the account? To factory reset, please press and hold preset 1 and the volume down buttons together for around ten seconds or until all of the lights on the front of the speaker blink.

If the issue persists, please let me know.

Kind regards, 

Jeff G

[Bert#]

OK thanks
I'll try!

[Bert#]

I reset the speaker and it worked fine for 3 days, but now it doesn't appear in the SoundTouch app ...

[Hector_B]

Hi Bert#, 

Thanks for posting and updating us on this! I am sorry to hear that the issue wasn't fully resolved and would love to assist you further. 

As the SoundTouch App can't see the speaker I would recommend that you attempt to set the speaker up via another device as well as attempting to set the speaker up in the Bose SoundTouch App via the Alternate setup method by these steps here. 

I would also recommend that you adjust the router settings to the following: 

• UPnP: Enable
• Multicast: Enable
• IGMP: Enable
• Wireless Isolation: Disable
• IGMP Proxy: Disable
• IGMP Snooping: Disable
• Wi-Fi Radio or Radio Mode: Mixed or B/G/N
• Stealth mode: Disable
• MAC Filtering/Access Control: Disable, or add the Bose system MAC address to the allowed devices list
• WPS: Disable
• WAN IP Blocking: Disable

Please update me on the result of these steps and if any other users are having a similar issue please do let us know. 

Kind Regards, 

Hector B