About Hector_B

Hi Mcnuts,    Thanks for posting and updating me on this.    I will forward this information onto the team and will update you as soon as I have a response.    Kind Regards,  Hector B  ... View more

Hi Chrispeschke,    Thanks for posting and welcome to the community! I am very sorry to hear that you are having this issue, however I would love to assist.    Can you please confirm which steps in this thread have you already done? Also can you please confirm which region are you currently located in?    Thanks,  Hector B  ... View more

Hi Allheilyb1,    Thanks for your post and welcome to the community. I am very sorry to hear that you are having this issue, however I would love to assist.    Please attempt to perform the update on another computer or using another USB cable to ensure that this issue isn't the cause of the issue?   I look forward to hearing back from you.    Kind Regards,  Hector B - Community Support  ... View more

Hi Ypal2000,    Thanks for updating me on this.    I am very sorry to hear that your issue still persists, I would highly recommend getting in touch with our Customer Service Team via clicking this link. Then kindly scroll and select your region, once this is done please scroll to Contact Us. The team will be on hand and ready to help.   I am sorry that the steps I provided did not fix this issue and that we weren't able to fix this via the community.    Kind Regards,  Hector B  ... View more

Hi Alic,    Thanks for posting and updating me on this.    I have forwarded these notes to the relevant team and will update this thread as soon as I know more. Once again thank you for sharing this information with me.    Kind Regards,  Hector B  ... View more

Hi Alic,    Thanks for posting and providing me with this information.    Can you please also answer the following:  Router Make.  If you have any Wi-Fi Extenders, Boosters or repeaters.    Thanks,  Hector B    ... View more

Hi AliC and Mcnuts,    Thanks for both posting and updating me on this. I am very sorry to hear that this issue is persisting.    Can you both please answer the above questions when you get the time?    Thanks,  Hector B  ... View more

Hi Amarones,    Thanks for posting and updating me on this.    I believe your headphones are these. Can you please confirm?     If this is correct, I would highly recommend getting in touch with our Customer Service Team via clicking this link. Then kindly scroll and select your region, once this is done please scroll to Contact Us. The team will be on hand and ready to help.   Kind Regards,  Hector B  ... View more

Hi Amarones,    Thanks for updating me on this. This model number matches nothing on our system.    Can you please explain if your headphones are on ear, In-ear or over your ears? Also, can you please let us know how you connect to your headphones?    Thanks,  Hector B      ... View more

Hi Mcnuts,    Thanks for posting I will raise this for you.    So that I can provide the team with the most relevant information can you please provide me with the following information:    The device used to connect to the speaker.  The software version of the app, speaker and device.  Router Make.  If you have any Wi-Fi Extenders, Boosters or repeaters.    I look forward to hearing the results back from you.    Kind Regards,  Hector B    ... View more

Hi Amarones,    Thanks for posting and welcome to the community.  Do you know the model of your headphones? If not can you please attach an image of the headphones?    Thanks,  Hector B      ... View more

Hi Evwy35,    Thanks for posting and confirming this for me.   As you stated in your first post that the mic previously worked with this device, I believe the issue is either with the Mic or the Adapter.    I would highly recommend getting in touch with our Customer Service Team via clicking this link. Then kindly scroll and select your region, once this is done please scroll to Contact Us. The team will be on hand and ready to help.   I am sorry that I wasn't able to provide a solution for your issue here on the forum.    Kind Regards,  Hector B  ... View more

Hi Lee Weng Keong,    Thanks for your post and welcome to the community. I am very sorry to hear that you are having issues with Volume adjustment inside the app, however I would love to help you with this.    Firstly, I would recommend deleting and reinstalling the Bose Music App, if you are using Spotify please ensure that you don't have both Spotify and the Bose Music App open. A product reset may also help the Soundbar resync with the Application, this can be performed via:    Turn the soundbar off Unplug the soundbar power cord from the power outlet Wait 30 seconds Reconnect the power cord Wait 30 seconds for the system to reboot   Please update us on the results of these steps.   Kind Regards,  Hector B - Community Support        ... View more

Hi Stelten,    Thanks for posting and updating us on this.    Rather than connecting the phone to different headphones, have you attempted to connect the headphones to another mobile phone? Also, do you have version one or two of the QC20's?    I look forward to hearing back from you regarding this.    Kind Regards,  Hector B             ... View more

Hi Mnevin196,    Thanks for posting and updating me on this. A few more questions I would like to ask to better understand your which headphones you have:    On the left ear cup do the headphones have a button on the back?  How do you connect to your headphones?  Are you seeing any LED's on the headphones?    If possible please attach an image of your headphones.    Kind Regards,  Hector B    ... View more

H Nishan,    Thanks for reaching back out and clarifying this for us.    We don't currently have any information if or when Apple Music will be added into the Bose Music App. If we do release this an update will be posted on the communities and onto social media. You won't be able to ask Alexa to play Apple Music as it is not supported inside the Bose Music App.    I hope this helps.    Kind Regards,  Hector B  ... View more

Hi Jonpaw,    Thanks for your post and welcome to the community. I am very happy to hear that you are enjoying your Frames and personally can't wait for mine to arrive.    This isn't something that we currently offer but I can pass this onto the development team as a suggestion for you. If there is anything else you need please do reach back out to us.    Kind Regards,  Hector B - Community Support  ... View more

Hi Anruvel,    Thanks for posting and inquiring about Google Assistant.    We don't currently have any information on which regions Google Assistant will be released in or what dates it will enter those regions. You can find all the information on Google Assistant here.   I am sorry that I don't have the information to answer your question at this moment in time.    Kind Regards,  Hector B  ... View more

Hi Rahuls83,    Thanks for posting and updating me on this.    I look forward to hearing back from you with your outside results.    Kind Regards,  Hector B  ... View more

Hi Randhir,    Thanks for your post and welcome to the community. I am very sorry to hear that you have had this experience.    Could you please update me on the region you are currently located in?    Thanks,  Hector B  ... View more

Hi Sal25,    Thanks for posting and updating us on this.    I am very happy to hear that your issue has now been resolved and that you found the route of your issue. I also appreciate the feedback in regards to the App and setup and will pass this onto the development team for you.    As always, if you have any other questions or do need any other support please do reach back out to us.    Kind Regards,  Hector B  ... View more

Hi Dwhitel,    Thanks for your post and welcome to the community.    We don't currently have any updates regarding this, I would like to thank you all for your patience regarding this.    Kind Regards,  Hector B  ... View more

Hi BeeKay,    Thanks for posting and sharing your results!    I'm sure this will provide very useful for other community members.    Kind Regards,  Hector B  ... View more

Hi Sleepyme,    Thanks for your posts and welcome to the community. I am very sorry to hear that you are having this issue, however I would love to help you resolve this.    Just to confirm are the steps that you have stated the steps you have already performed? I would also recommend that you make sure the sleepbuds are connected properly to the charging case, the contacts should be aligned and the lights on the outside edge should flash while charging, or solid if fully charged as well as making sure that the charging contacts for each sleepbud are visible through the back of each StayHear+ Sleep tip.  Another great step is to perform a product reset on the Sleepbuds, this can be performed by inserting a thin paper clip or pin into the hole on the back of the case near the USB connector. Press until you feel a click.    If the issue still persists after these steps, I would highly recommend getting in touch with our Customer Service Team via clicking this link. Then kindly scroll and select your region, once this is done please scroll to Contact Us. The team will be on hand and ready to help.   Please update us on the result of these steps,    Kind Regards,  Hector B  ... View more

Hi Mcnuts,    Thanks for posting, you are more than welcome.    I look forward to hearing back from you.  Hector B  ... View more

Hi Mcnuts,    Thanks for updating me on this.    I would like to recommend that we leave the system for a few hours to see if the station comes back. There may be an issue with these stations currently in Canada meaning that you can't access them.    If the issue still persists after this time I will reach out to our development team and have them investigate this further. I am sorry that I wasn't able to provide you with a solution via troubleshooting.    Kind Regards,  Hector B  ... View more

Hi JeremyF,    Thanks for posting and updating me on this.    Have you set up Alexa inside the Bose Music App? This can be done via Settings > Voice Assistant > Alexa? If you have already please remove and re-add Alexa.    Please update me on the result of this.    Hector B  ... View more

Hi Avneet,    Thanks for your post and welcome to the community. I am very sorry to hear that you are having this issue and would love to assist further.    Have you looked at the other posts and articles suggested in this thread? The Apple article above may assist you with this issue.    Could you please also go into more detail about your setup for example Apple TV into TV HDMI 1 etc?    Thanks!    Kind Regards,  Hector B      ... View more