About Tony_A

Hi gvigil,   Thanks for posting on the Community!  Sorry to hear about the troubles, but would be happy to help!   Since this issue has occurred, have you been able to connect the Bluetooth adapter to a different source device like a computer or mobile device? If you check the audio output settings of the TV, is there any settings you can change so the output is fixed vs variable?     Let us know so we can further assist!   Warm Regards, Tony A - Community Support  ... View more

Hi candymancan,   Thanks for posting on the Community!  Sorry to hear about the connection issues, but would be happy to help!   If you connect the headset to the computer with a micro USB cable and navigate to btu.bose.com, is there an update available for the headset? Does the QC35II connect to a mobile device for stereo audio? Have you tried disabling the headset playback device and setting the stereo one a a default? While connected to the PC via Bluetooth, if you have them also connected to a mobile device with the Connect app, does the volume show 0 in the app?   Let us know so we can further assist!   Warm Regards, Tony A - Community Support  ... View more

Hi all,   I'm glad to hear that the clock has issue been resolved for most of you!  I know this issue took quite a while to resolve, but glad you all stuck in their with us while we identified the issue.     @Ge Ge, have you been able to factory default the system to force the update?     Regarding the Alexa availability, HERE is a link to currently supported countries/languages.  We are constantly looking to add more countries and will be sure to update everyone on the Community once we hear more.   Warm Regards, Tony A    ... View more

Hi CherryKul,   Thanks for writing in!   It appears that Thailand currently does not support the Alexa feature in the Smart Home speakers.  I will definitely pass your feedback along and will update the Community when more countries are added.   Warm Regards, Tony A - Community Support  ... View more

Hi KSR1971,   Thanks for the update.  There was a recent update to the systems and app and was wondering if this changed anything at all.  If this still is an issue, I think we've exhausted all the steps we can try and would recommend contacting your local support team.  Just click HERE and select your country and Contact Us at the bottom.    Warm Regards, Tony A  ... View more

Hi icostari,   Thanks for writing in!  Sorry to hear about the connection issues, but would be happy to help!   Can you let us know what the make/model of your mobile device is, also what software is it running? Have you tested the headset with a different mobile device? Instead of performing a reset on the headset, does clearing the pairing list on the headset and mobile device help?   Let us know so we can further assist!   Warm Regards, Tony A - Community Support  ... View more

Hi ryker,   Thanks for writing in!  Sorry to hear about the issue, but would be happy to help!   Does the volume - button feel stuck on either the headphones or mobile device? Have you been able to try the headset on a different device to see if it happens there? Have you tried clearing the pairing list on the headset and mobile device?    Let us know so we can further assist!   Warm Regards, Tony A - Community Support  ... View more

Hi Julie1974,   Thanks for posting on the Community!  I'm sorry to hear that your cushions have started to deteriorate.  If the cushions have started wearing down prematurely within our one year manufacturer's warranty, I definitely recommend reaching out to your local support team for a replacement.  We offer parts like this due to the nature of ear cushions being taken on/off, sweat, and body oils can wear these materials down very similar to replacing tires on a car over a period of time       Warm Regards, Tony A - Community Support  ... View more

Hi bucky207,   Thanks for writing in!   This sounds like it's a result of the CEC feature.  Can I have you change the CEC settings to alternate on in the Bose Music app?  Also, have you been able to reboot the TV and soundbar by removing power for 1 minute?    Let us know how it goes!   Warm Regards, Tony A - Community Support  ... View more

Hi jackshlin,   Thanks for writing in!     @joelirwin is on the right track here.  Essentially what's happening is there are two Bluetooth profiles in play here, HFP (hands free profile) and A2DP.  The latter is used for stereo audio where as HFP is for communications.  HFP will for the most part, take priority over the A2DP profile like when a call comes in on a phone.  In this particular case, if you wanted to have both programs actively running, I would recommend into looking into a  wired option with an in-line microphone such as the QC25 Samsung audio cable.     Warm Regards, Tony A - Community Support      ... View more

Hi KelsieEnglish,   Thanks for reaching out to us on the Community!     I would recommend rebooting the speaker by holding down the power button for 10 seconds while it's turned on.  After it completes the reboot, it will prompt you to select a language.  After selecting the language, it should be ready to pair a new device.  From here, follow these steps in the link to pair a Bluetooth speaker to an Echo product HERE.   Warm Regards, Tony A - Community Support  ... View more

Hi Chr0nos,   Thanks for giving that a test.  It's very strange that all three TVs are producing the same issue.  There was an update that was pushed yesterday, if you can try one more time to see if this may have helped with the programming, that'd be great.  The firmware on the system should be 2.1.10.  You can check this in the technical info of the speaker settings.  If this does not resolve the issue, please let me us know and  I can escalate this issue further.   Warm Regards, Tony A  ... View more

Hi everyone,   Thanks for the feedback.  I can confirm that if you factory default the system, once it reconnects to the network, it will start the update process on the Smart Home speakers.  I have reached out to our development team regarding the update process and will report back once I get confirmation.     Warm Regards, Tony A  ... View more

Hi nsemsch,   Thanks for the update.  At this point, I think the best solution here is to give our support team a call to troubleshoot in real time.  Just click HERE and select your country and Contact Us at the bottom of the page.     Warm Regards, Tony A  ... View more

Hi Cuto503,   Thanks for the reply.  My best recommendation is to look into an HDMI switcher with a digital audio out.  This way you can connect multiple HDMI sources to the switch box and connect it to the projector.  From here, you can connect the optical output of the switch to the soundbar directly.  We don't recommend a particular brand, but perhaps there are other users out there that can recommend something they've tested and confirmed.     Warm Regards, Tony A  ... View more

Hi krnfitz,   Thanks for posting on the Community!   @amcarner has the right idea here.  A couple things to note, that when connected to the headphone port, it will cut off the internal speakers of the Wave Music System.  Also, Bluetooth is a great option, however signal strength tends to be about 30 ft and walls/studs can shorten this distance.   Another option here is to consider a third party CD changer to connect to the AUX port on the SoundLink speaker.     Warm Regards, Tony A - Community Support  ... View more

Hi Adam,   Thanks for reaching out to us on the Community!  Sorry to hear about the troubles, but happy to help!   Did the optical cable ever work properly with the Samsung TV? Have you been able to try connecting the optical cable directly to a source like a cable box or Blu Ray player? Can you check what the audio output format is set to on the TV as well as try a few different options?   Let us know so we can further assist!   Warm Regards, Tony A - Community Support  ... View more

Hi superboom,   Thanks for writing in!     That's certainly strange as the update would've been pushed at 3 AM automatically unless there was a source playing at that time.  Were there any alarms or timers set on the systems over night via Alexa?  Can you please factory default the systems and reconnect them to the network?  Once they reconnect, they should automatically start the download of the update.  I'm going to pass this information along to our development team to see if there have been other reports of this as well and to see if we can implement the update feature in the app in the future.     Warm Regards, Tony A ... View more

Hi jbt575,   Thanks for writing in!  We did test this problem in our demo room and we were unsuccessful in recreating this issue with a Samsung Galaxy S7 running Android 7.0  There was a recent update to the app and systems that launched today.  If you were not prompted to update the app, please check the Google Play Store.  The speaker should be running 2.1.10 firmware.  You check this under the technical info tab in the speaker settings.  If it is still on 2.1.7, please factory default the system.  Once it's back on the network, it should automatically begin the update.   If this doesn't help, I'd recommend trying to clear the cache of the Bose Music app in your app settings to see if this helps.     Let us know how it goes!   Warm Regards, Tony A  ... View more

Hi albchiv8,   Thanks for posting on the Community!  Sorry to hear that you're experiencing issues with the speaker, but would be happy to help!   When the issue started, did anything change like an update? Have you been able to re-program the presets in the SoundTouch app? What music service are the presets set to as well as the stations? Have you rebooted the router by disconnecting power for 30 seconds?   Let us know so we can further assist!   Warm Regards, Tony A - Community Support  ... View more

Hi ReefDude,   Thanks for the update!   To confirm, is this the Lifestyle V35?  It would have come with a black remote that has a small screen on the top of it.     If that's the case, let's see if rebooting the console helps.  Just press and hold the power button on the console until the power LED turns off.  From here, we should be able to power everything on and re-test.  Also, have we swapped the  HDMI cable from the cable box to the console?  Can we reboot the cable box by removing power for 1 minute?   Let us know how it goes!   Warm Regards, Tony A  ... View more

Hi Rjuarez06,   Thanks for the reply.  There is no intentional programming of the system to shut down every two hours and this is not intended behavior.  I would recommend contacting your local support team by clicking HERE.  Just select your country and Contact Us at the bottom of the page.   Warm Regards, Tony A  ... View more

Hi curtdachiro,   Thanks for posting on the Community!   I don't believe the Lenovo Smart Displays will be compatible with the SoundTouch application as it requires a full version of Android to run whereas the Smart Display uses a modified version.  Alexa is available in some regions for SoundTouch support if you have an Echo device for communication.  I will be sure to forward your requests along to our development team to see if it can be implemented in the future.   Warm Regards, Tony A - Community Support  ... View more

Hi mino85,   Thanks for the update.  As you mentioned this only started happening after adding the Alexa device into the mix.  Can we try and use the soundbar without the Alexa device plugged in?  This would help rule out a few things.     Warm Regards, Tony A  ... View more

Hi Jonathan,   Thanks for writing in!  That certainly is odd, and I'd like to see if we can identify the issue.   Since this has occurred out of the box, were you able to reboot the system by disconnecting power for 1 minute? Are the lights both blinking in unison or alternating?     Warm Regards, Tony A - Community Support  ... View more

Hi JJDynamite6   Thanks for the update!  I can't think of anything else to try for something like this since we can't replicate the issue here.  I would recommend contacting your local support group to see if they can take a further look into this.  Just click HERE and select your country and Contact Us at the bottom.   Warm Regards, Tony A  ... View more