About Tony_A

Tony_A · ‎02-25-2019

Hi thehiggler, Thanks for posting on the Community! Sorry to hear about the troubles, but would be happy to help! In this particular case, I think our best option now is to connect an ethernet cable from the router to the soundbar to be able to reconnect the remote so we can factory default the system to put it on the new network. Once the mobile device with the app on it is connected to the Wi-Fi network, it will be able to detect the system on the ethernet connection. Let us know how it goes! Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi jsgordon, Thanks for writing in! I'm sorry to hear about the experiences you've run into, but these two products are completely different. The SoundTouch line of speakers operate and group together using the Wi-Fi network at home whereas our Soundlink products are strictly Bluetooth. I would recommend bringing them back to the store and looking at the SoundTouch 10 if you wanted to expand the sound to other speakers. Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi Stacy, Thanks for the update! If you go to the speaker settings in the Bose Music app, you should have a universal remote section. If you type in the brand, it will provide a test command and an advanced option where it will let you type in the model number of the device. Can we give the advanced setup a try? Let us know how it goes! Warm Regards, Tony A

Tony_A · ‎02-25-2019

Hi Addystu, Thanks for writing in! I did check the ticket, and it is still being worked on. Hopefully we'll have an update that will resolve this issue shortly as I'm running into the same issue with my setup at home as well. Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi kkr, Thanks for posting on the Community! Sorry to hear about the troubles, but would be happy to help! Since setting up the SoundWear Companion, have you been able to update them? If not, I'd recommend connecting them to a PC and navigating to btu.bose.com. Our latest update did fix a battery management issue which could be related to this false read. Also, are you connecting to an Android or Apple mobile device? I know on Apple devices, you can actually check the battery level of the device by swiping left to right from the home screen. I'm curious to see if this is synced with the voice prompt for battery levels. Let us know so we can further assist! Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi jprmusicman, Thanks for posting on the Community! Can you elaborate a bit more on what the audio is delayed from? Is this a video source or the Alexa voice? Let us know so we can further assist! Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi Marty K., Thanks for letting us know! I've reached out to TuneIn to see if we can have this stream recovered as I'm receiving the same errors when trying from my system here. Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi Kaios, Thanks for writing in! At this point, I would recommend reaching out to your local Sleep Buds support team. Here is the contact information for North America: (800) 905-1273 (Mon-Fri 9am - 9pm, Sat 9am - 7pm ET) Warm Regards, Tony A

Tony_A · ‎02-25-2019

Hi Comfuzed, Thanks for the update. This is a tough one since the failure tends to happen in the middle of the night. We'd like to try and gather logs of this issue. is it possible to have the sound system loop this track in the day or something different to try and recreate this issue? HERE is a link to do so. If you're able to gather them, let us know and we'll reach out to you via PM to collect the logs. Warm Regards, Tony A

Tony_A · ‎02-25-2019

He Debanjan, Sorry for any confusion. Since your devices like the Macbook and iPhone both run on the network, I wanted to reboot the router to begin with to see if this helps with any of the buffer issues starting at the source device. Warm Regards, Tony A

Tony_A · ‎02-25-2019

Hi stickshift72, Thanks for posting on the Community! Sorry to hear about the troubles, but would be happy to help! When you're trying to group the systems, what source are you trying to rebroadcast? Does this happen with something played through the Bose Music app like TuneIn? Let us know so we can further assist! Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi John, Thanks for writing in! Your question regarding turning off the TV with the Bose remote is being answered HERE. Warm Regards, Tony A - Community Support

Tony_A · ‎02-25-2019

Hi John, Thanks for the update! That's certainly odd, since the last console was able to do this. Have you been able to try the different CEC settings in the Unify menu yet? Also, did the installer try setting up the IR emitters at all? Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi Drigga, A solid red LED bar indicates a system failure. If they have already tried a basic reboot or factory default, it sounds like something may have failed during the install process and I recommend having them reach out to their local support team. Just click HERE and select your country and Contact Us at the bottom of the page. Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi Hammas, That's great to hear! Definitely let us know if you have any further questions! Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi Randy, I'll reach out to you via PM to gather some info. Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi all, Thank you for your interest in the latest firmware updates. The latest update is a minor update that updates the legal disclosure for the software. When we have more information on the major firmware update that was mentioned earlier, we will be sure to inform everyone as soon as we hear anything. We thank you for your patience and hanging in there while we make sure everything is ironed out! Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

HI Debanjan, Thanks for the update, that definitely helps! Have you been able to try factory defaulting the speaker yet? If not, HERE are the steps on how to do so. Also, if we can also reboot the router as well, that would be great. Lastly, if you were able to connect to the speaker with a mobile device not on Wi-Fi, does the issue occur like this as well? Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi Stu, Thanks for posting and sorry to hear you're experiencing this issue as well. Our engineering team is aware of the issue and are actively working on a fix. As soon as we hear more, we will be sure to inform everyone on the Community. Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi DKEN9, Thanks for joining the Community! The Bose 321 systems used a very specific cable to connect the acoustimass modules as does the Lifestyle CD based systems. There are no adapters that will be able to convert these connections as there are so many changes between the two systems. Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

Hi linge67, Thanks for writing in! Unfortunately, by design, the system will require a tap of the control pod to wake it from the muted mode after standby. Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

Hi jimgfitz, Thanks for writing in! I do agree, Atmos is quite an experience! In most cases, Bluetooth uses the A2DP profile for stereo audio transmission. In regards to the computer. it sounds like the app is using an encoding that allows psychoacoustics to kick in to give you a perception of sound moving vertically very similar to gaming headsets. If you do end up going the route with the multiple Acoustimass 10 systems, we'd love to hear your thoughts on the setup. Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

Hi Jinantha, Thank you for taking the time to try out the headset and I'm sorry to hear about the issues. I can understand your frustrations and would like to help! In this particular case, was the headset tested with different mobile devices at all? What was the primary source device and software? Do these issues happen between the 50-80% volume range? Let us know so we can further assist! Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

Hi Randy, Thanks for posting on the Community! Sorry to hear about the intermittent audio, but would be happy to help! When the issue occurs, can you confirm that the LEDs on the wireless receivers are illuminated? Have you been able to reboot the soundbar and wireless receivers by disconnecting power for 30 seconds? Let us know so we can further assist! Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

Hi PercyBottle, Thanks for the update! Glad to hear that this ended up working and hopefully other users find this helpful. Warm Regards Tony A

Tony_A · ‎02-22-2019

Hi Antonio, Thanks for the update! Can we try and connect the headset to a computer with a USB cable and navigate to btu.bose.com? I'd like to see if the headset gets registered by the updater and if there is an update available as well. If this doesn't resolve the issue, I'd recommend reaching out to your local support team for service. Just click HERE and select your country and Contact Us at the bottom of the page. Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi Zlt, Thanks for posting on the Community! That's a great question! When you connect the audio cable to the headset it should disable the Bluetooth chip in the headset. Let me confirm with our development team and I'll update the post as soon as I hear back. Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

Hi jchristianbassett, Thanks for the reply. The solid red LED indicates that there is a system failure. I would recommend reaching out to your local support team by clicking HERE for service. Just select your country and Contact Us at the bottom of the page. Warm Regards, Tony A

Tony_A · ‎02-22-2019

Hi ybo, Thanks for writing in! Sorry to hear about the troubles, but would be happy to help! Can you confirm which source you're playing while in a group? Have you been able to test anything from the Bose Music app like Tune In radio? Have you been able to reboot the systems and router by disconnecting power for 30 seconds? Let us know so we can further assist! Warm Regards, Tony A - Community Support

Tony_A · ‎02-22-2019

Hi Chad_NE, Thanks for suggestions and I'm gad you're enjoying the headset! I will certainly forward this along to our development team to see if we can implement any of these ideas with a future update. Warm Regards, Tony A - Community Support

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