About Hector_B

Hi SansaidoX,   Thanks for posting and reaching out to us today. I am sorry to hear that you are experiencing this issue and would love to assist you with this.    Firstly I would recommend that you ensure that the TV is able to see the IR signal from the remote and would recommend that you change the batteries in the remote to ensure that this isn't causing any issues. Please also make sure that you are within 20 feet of the TV.    I look forward to hearing back from you regarding this and would encourage any members of the community to please let us know if they have also had this issue and how the resolved it.    Kind Regards,  Hector B - Community Support   ... View more

Hi Prashantk,    Thanks for posting and welcome to the community. I am very sorry to hear that you aren't getting any sound to your Soundbar.    I would highly recommend that you check out this link here for some great troubleshooting steps and set up guides. ​​ This set up sounds correct and would recommend that you check to ensure that the TV doesn't switch the speakers when the input is changed to DVD player.    Please update me on the result of these steps! I look forward to hearing back from you.    Kind Regards,  Hector B - Community Support  ... View more

Hi Subanp,    Thanks for posting and welcome to the community. I am very sorry to hear that you are experiencing this issue and would love to help you resolve this.    Firstly, can you please confirm if this issue happens when you use any other kind of calls? I would recommend that you ensure that the headphones are running the latest software via the Bose updater as well as resetting the headphones. This can be performed via:    Disconnect all cables from the headphones Connect one end of the USB cable to a USB-A wall charger or computer that is powered on Press and hold the Power/Bluetooth® button while connecting the small end of the USB cable into the USB-C port on the right earcup Release the Power/Bluetooth button when the Bluetooth light blinks blue   Please update me on the result of these steps. Could any other members of the community please let me know if they are also experiencing this issue.    Kind Regards,  Hector B - Community Support  ... View more

Hi Pmdanndiego,    Thanks for posting and updating me on this. I appreciate you answering these questions for us!    I completely understand your frustrations regarding this and have raised this issue to the relevant team who have requested that community members answer these questions so that they can better understand the issue and look to resolve this. Thanks for your feedback regarding this and I would urge any other community members to also answer the questions above.    Kind Regards,  Hector B  ... View more

Hi Bick7539,    Thanks for posting and updating me on this.    I am sorry that these steps didn't resolve this issue for you and 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 Chari,    Thanks for posting and updating me on this. I am sorry to hear that your issue is persisting after the suggested steps above.    The Solid Red led you are seeing on the front of the system means that there is a System error. I would recommend that you re-run ADAPTiQ on the system to see if this runs correctly. You can run ADAPTiQ by:    On the system console, press the Setup button. (Tip: If the system menu does not appear on your TV, be sure the correct TV input is selected) On the remote control, scroll down to select ADAPTiQ, then press the OK button Follow the on-screen instructions to calibrate your system   If this does not resolve your issue for you, 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 Cesarv,    Thanks for posting and providing us with this feedback.    I would love to pass this onto the relevant teams for you as a feature request. However I can't promise this will be implemented as the headphones do use some of the AR features to provide features such as the Auto-Off that detects movement.    Kind Regards,  Hector B - Community Support  ... View more

Hi Rom PH,   Thanks for posting and welcome to the community. I am very sorry to hear that you have encountered these issues and appreciate the steps that you have taken to try and resolve this issue before reaching out to us.    As you have attempted all of the steps that we would recommend for this kind of issue and are still experiencing the same problem, 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 we weren't able to provide you with any further troubleshooting to resolve this issue. If any other members of the community have encountered a similar issue and have an alternate solution please do let us know.    Kind Regards,  Hector B - Community Support  ... View more

Hi Sfbayboy,    Thanks for posting and welcome to the community. I am very sorry to hear that you are having this issue and would love to help you resolve this.    This isn't something that you should be experiencing on first-time use or at all. 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 you have had this experience.    Kind Regards,  Hector B - Community Support  ... View more

Hi ThomasK,    Thanks for posting and welcome to the community. I am very sorry that you have had this experience with the community and your headphones and would love to assist with this.    Firstly, I would recommend that you ensure that your headphones are running the latest software via the Bose Updater. As well as performing a reset on the headphones by:    Turn off the headset and wait 30 seconds Plug the headset into a wall outlet using a USB charger, then wait 5 seconds Unplug the USB cord from the headset and wait 1 minute Turn on the headset   Please update me on the result of these steps and if any other members of the community have had this issue please do let us know if you resolved this with an alternate method. If you would like to send the links to the files please direct message us.    Kind Regards,  Hector B - Community Support   ... View more

Hi Pmdaandiego,    Thanks for posting and updating me on this.    Can you please answer the questions that I have posted above in the thread so that I can forward them onto the development team to be looked into further?    Kind Regards,  Hector B  ... View more

Hi Mpaine_99,    Thanks for posting and making us aware of this issue. I am very sorry to hear that you are having this experience and would love to assist you further with this.    Can you please answer the following questions so that I have a better understanding of your issue:    Does this happen when you adjust the Noise Cancelling in the app rather than by pressing the button?  Does this happen across multiple devices/calls?  Have you ensured the headphones are running the latest software via the Bose updater?   Please update me on the result of this.    Kind Regards,  Hector B - Community Support    ... View more

Hi Zewe,    Thanks for posting and updating us on this.    I am very sorry to hear that this issue is still persisting for you. As we have attempted all troubleshooting steps for this issue and it 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 deeply sorry that I wasn't able to resolve this for you via this platform.    Kind Regards,  Hector B  ... View more

Hi Bick7539,    Thanks for posting and welcome to the community. I am sorry to hear that your speaker has stopped working and would love to assist you with this.    Firstly, I would recommend that you ensure that your speaker is running the latest software via the Bose Updater. As well as attempting to charge the speaker with another cable/outlet.    Can you please also confirm if you see any LED's on the device?    I look forward to hearing back from you regarding this and would encourage the community to please let us know if they have also had this issue and found an alternate solution.    Kind Regards,  Hector B - Community Support      ... View more

Hi Staticrest,    Thanks for posting and welcome to the community.    This isn't a part that is currently available on our website. To purchase this cable you will need to reach out to 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. When you speak to the team please let them know which device    I hope this helps and if you have any further quesitons please do let me or the community know.    Kind Regards,  Hector B - Community Support  ... View more

Hi Sisto,    Thanks for posting and providing me with this feedback.    I will pass this onto the development team and update this thread as soon as I know more.    Please can other users also answer the questions above so that we can further investigate this issue?   Kind Regards,  Hector B   ... View more

Hi JeepsterCJ,    Thanks for posting and updating us on this. This shouldn't affect your Wave system.    The results shouldn't change in moving this. I would also like you to perform a reset on the system by:    If there is a disc in the system, eject it whenever possible Turn the system off Disconnect the power cord from the back of the WMS. Wait 30 seconds Reconnect the power cord Retest the system   Please update me on the result of the reset. If any other members of the community have had this issue and found a resolution please do let us know.    Kind Regards,  Hector B            ... View more

Hi E_Colorado,    Thanks for posting and sharing this information with me.    I have forwarded this on and would love to hear from other users.    Kind Regards,  Hector B  ... View more

Hi All,    I have passed this information onto the development team who want to know a little more information on this issue. Could you please answer the following:    Does the headset power off while on phone calls via a cellular network or when making a VOIP call using skype?  What software version are the headphones running? Are you standing up or lying down when the headset shuts off? Is your headset “auto-off timer” is set to “never”? What source are you connected to when the issue occurs?    I look forward to hearing back from you regarding this!    Kind Regards,  Hector B  ... View more

Hi All,    I have passed this information onto the development team who want to know a little more information on this issue. Could you please answer the following:    Does the headset power off while on phone calls via a cellular network or when making a VOIP call using skype?  What software version are the headphones running? Are you standing up or lying down when the headset shuts off? Is your headset “auto-off timer” is set to “never”? What source are you connected to when the issue occurs?    I look forward to hearing back from you regarding this!    Kind Regards,  Hector B  ... View more

Hi Scruffy Puppy,    Thanks for posting and your patience regarding this issue.    I have passed this information onto the development team who want to know a little more information on this issue. Could you please answer the following:    Does the headset power off while on phone calls via a cellular network or when making a VOIP call using skype?  What software version are the headphones running? Are you standing up or lying down when the headset shuts off? Is your headset “auto-off timer” is set to “never”? What source are you connected to when the issue occurs?  I look forward to hearing back from you regarding this!    Kind Regards,  Hector B      ... View more

Hi BobMcCarthy023,    Thanks for posting and welcome to the community. I am very sorry to hear that you are experiencing this issue and would love to assist you further with this.    Firstly can you please let me know which steps you have attempted so far so that I don't get you to repeat anything?    Also @uga03, thanks for providing us with this feedback!    I look forward to hearing back from you.    Kind Regards,  Hector B - Community Support  ... View more

Hi Pmdanndiego,    Thanks for posting and updating us on this.    I have passed this information onto the development team to investigate this further. I am sorry for the inconvenience this is causing and appreciate your patience regarding this.    Kind Regards,  Hector B  ... View more

Hi Craig.breigle,   Thanks for posting and updating us on this.    I have passed this information onto the development team to investigate this further. We will update the community as soon as we know more regarding this. I am sorry for the inconvenience this is causing. We appreciate your patience regarding this.    Kind Regards,  Hector B    ... View more

Hi Dave_E and Bobfarb101,    Thanks for posting and making us aware that you are both also experiencing this issue.    I have passed this information onto the development team to investigate this further. We will update the community as soon as we know more regarding this. I am sorry for the inconvenience this is causing. We appreciate your patience regarding this.    Kind Regards,  Hector B  ... View more

Hi Zaphryn,    You are more than welcome!    If you need anything else please do get in touch.    Kind Regards,  Hector B  ... View more

Hi Craig,    Thanks for posting and updating me on this.    I will pass this onto the development team to investigate further and will update you as soon as I know more.    Kind Regards,  Hector B   ... View more

Hi Zaphryn,    Thanks for posting and welcome to the community.    The cushions are made from Protein leather.    I hope this helps and if you have any other questions please don't hesitate to ask!    Kind Regards,  Hector B - Community Support  ... View more

Hi Gwestervelt,    Thanks for posting and welcome to the community. I am very sorry to hear that you are having this issue.    As the team instructed on the phone with the troubleshooting steps this is all we can really offer in regards to troubleshooting. If this second remote does arrive and does not work I would recommend that you do reach back out to the team about possibly booking the system in for a repair as it would indicate that there is an issue with the system. I am sorry that I don't have any additional steps to resolve this for you.    If any other members of the community have had this issue and found an alternate resolution please do let us know.    Kind Regards,  Hector B - Community Support  ... View more