About Leon_C

Hi Jeroenterheerdt,    I do apologise for this.   The only other communication path I can suggest is to contact your local Customer Support Team and they will be able to verify this information for you as well.   If you select this link - Contact Us, you can select your region. Scroll to the bottom and select contact us which will provide you with their contact number.   Many thanks   Leon_C - Community Support ... View more

Hi Jeroenterheerdt,    Thank you for confining this. As you are based in the US, there really should not be any issues with connecting to these services.   If you can send us a private message with the e-mail address used for the account, we can certainly look into this for you.    Many thanks   Leon_C     ... View more

This is quite strange as it works with one account but does not work with the new account. May i ask which country you reside in?   I would suggest to try and uninstall the Bose music app and re-install to see if this may help at all.   If this does not help, please let us know.   Leon_C ... View more

Hi Jgy204,    Many thanks for your post.   Hopefully others who have encountered the same issue with a similar set up are able to use your findings to help them with this.   Have a great day   Leon_C - Community Support ... View more

Hi HKNTR,    Many thanks for your question.   The Bose virtually invisible speakers are compatible with the Soundtouch 300. I would recommend making sure that your Soundtouch 300's firmware is up to date before connecting as you did with the Bass Module 500.   If you any further questions, please do not hesitate to contact us.   Have a great day   Leon_C - Community Support ... View more

Hi Bid00f,    Many thanks for your post and welcome to the community. I'm sorry to hear you are having this issue.   Currently we are investigating this issue and it has been escalated with our engineers. Thank you for providing this information, we will forward this over to them so that this issue can be looked into further.   Have a great day   Leon_C - Community Support ... View more

Hi Jeroenterheerdt,    Many thanks for your post and welcome to the community. I am sorry to hear you are having this issue.   Could you confirm what happens when you try to enable the Alexa voice assistant and music services. Do you receive any error messages at all?   Many thanks   Leon_C - Community Support ... View more

Hi EnviroBose,   Many thanks for your question and welcome to the community.   Currently there is no recycling program for Bose audio equipment, however if you select the following Link, this will provide further information for recycling Bose rechargeable battery products such as Bluetooth headphones.   If you have any further questions, please do not hesitate to contact us.   Have a great day   Leon_C - Community Support ... View more

Hi Wagaman317,    Many thanks for testing this out for us.I would have to agree with you, it appears to be either the transformer causing the low hum. I'm afraid to fix this particular issue, the system would need to be taken apart and repaired. As you mentioned this will have a cost due to the age of the system, however if you do wish to continue with this, you can contact our Customer Support Team for further assistance.   If you select this link - Contact Us, you can select your region. Scroll to the bottom and select contact us which will provide you with their contact number.   Many thanks   Leon_C  ... View more

Hi RS P,    Many thanks for getting back in touch.   I'm glad the steps managed to resolve the issue in some part. Currently with HDMI ARC, there are intermittent issues with this as you mentioned. Typically we would advise to unplug the speaker from power a for 30 seconds and reconnect. this typically resolved this audio source switch issue. Alternatively, we would recommend using an optical cable if your TV support this.   Have a great day.   Leon_C - Community support ... View more

Hi,    Thank you for checking this for me.   As it appears to be an issue only with the simulator and other audio sources appear to work fine, there appears to be a driver/software issue with regards to Windows. As you mentioned earlier this issue did not occur until the latest Windows 10 update.   I would recommend contacting Microsoft to see if they can provide any input to this issue at all.   Many thanks   Leon_C ... View more

Hi Jan,    Thank you for getting back in touch and i'm sorry this did not resolve the issue.   The only other thing I can recommend to do is to factory reset the speaker or to clear the Bluetooth lists from the speaker and Bluetooth device, But you have already gone through both of these options.   I'm afraid you may need to contact your local Customer Support Team for further assistance.   If you select this link - Contact Us, you can select your region. Scroll to the bottom and select contact us which will provide you with their contact number.   Many thanks   Leon_C - Community Support ... View more

Hi,    Thanks for checking this for me.   When you run the simulator, when you Alt-Tab out of the program, does the speakers show up as an active device at all?   Many thanks   Leon_C ... View more

Hi Kraig,    Many thanks for getting back in touch.   As you have gone through a lot of troubleshooting and managed to get at least 90 minutes of audio from your media library before it stopped working, I am going to escalate this issue further for you to see if we can try and resolve this issue.    For us to do this, I would like to ask if you can obtain some log information from your Soundtouch speakers. Could you firstly confirm which firmware your Macbook is currently running?   Many thanks   Leon_C ... View more

Thanks for confirming this for me.   Does the sound stop immediately after you load the simulator? Also have you checked the Simulator audio setting to see if anything has changed which could have caused this issue?   If the above does not appear to resolve the issue, the Companion 5 speakers deliver audio through the USB connection which could be a driver issue. If this is the case, I would advise to try and update the drivers for your speakers to see if this helps at all.   To update the drivers, go to device manager, right click the audio device and select update.   Please let us know if this helps at all.   Many thanks   Leon_C ... View more