SoundTouch App Looses Connection to Wave® SoundTouch® music system IV

[kr1sA]

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Bose product name: Wave® SoundTouch® music system IV

Country: USA

Firmware Version: Unknown

App Version: 26.0.5

What devices were you using that were affected and what version are they on: iPhone 11 iOS 14.4

Detailed description of the issue and steps to reproduce: The SoundTouch app will not stay connected to the Wave® SoundTouch® music system IV and I have to try to reconnect it daily. Most days it cannot find the speaker nor is the Bose network in the WiFi list. The music system is connected to WiFi and is playing music from Amazon Music and I Heart Radio. 

What environment do you experience the issue in? N/A

When did you start to experience the issue? Did it work correctly previously? I have had this problem since the first day of using the SoundTouch App

Any troubleshooting steps you took: I have followed all of the suggestions for restarting the app, logging out and into my account, reinstalling the app, resetting the pedestal. Nothing keeps the app from disconnecting after a few hours. And even some of the reset instructions don't help me find the Bose network in WiFi settings.  

[Jessie_O]

Hey kr1sA, 

Thank you for reaching out to us and welcome! 

I'm sorry to hear that you are experiencing this issue and will do all I can to assist you! 

Can you tell me if you have any boosters or extenders in your listening space? 

Have you tried a different source device?

I look forward to hearing from you!

[kr1sA]

My home isn't large enough to need a wifi booster. The SoundTouch Wave device is less than 20 feet unobstructed from the wireless router.  As I mentioned, there is no issue with the SoundTouch Wave device as I am currently listening to Amazon Music through the music system using the remote. 

There seems to be no issue with the sound device but rather the SoundTouch app. 

Also not sure what you mean by trying a different source device. If that is important, please expand on the question explaining what other source device I would likely try to use with the SoundTouch app. 

[Jeff_G]

Hi kr1sA, 

I noticed you're using the app on an iPhone. Can you please try to change the following setting for me? 

Open Settings > Cellular (Mobile) Data > Locate and disable "WiFI Assist". This option will be found at the bottom of the list under your apps. 

WiFi assist is an option on your smartphone that lets the phone automatically jump between your WiFi network and your phone's cellular data to provide a more stable connection. In some instances, if your phone jumps to cellular data with WiFi assist, your phone will have a broken chain that is no longer linking to the speaker which is exclusively on the WiFi network. Disabling the setting keeps you on your WiFi network while you're home and should resolve any issues where the speaker doesn't show in the app.

Once you have done this, please restart the phone, then open the SoundTouch app.

Please let me know if this makes a difference!