About Rob Vanderbroeck

@JeeBee wrote: Are we just lucky all started working again? Would be nice to see an update from @bose @Zoe_C  : any chance we might get an update ?  ... View more

@JeeBee wrote: Till now I'm not facing any issues since it started working again... I only use the following commands;   - Ask Bose to start/stop - Ask Bose to play preset x - Ask Bose to turn up/down volume   All still working just fine and commands look like they are executed with less lag then before. This morning I could play without any problem. Alexa asked me on which speaker or all. I said all speakers and alle speakers started playback of my preset 1. The only difference is that before my kitchen speaker was selected as central speaker and now my front speaker is. This selection is made by Bose Soundtouch control automatically.    @JeeBee try to ask Alexa directly to execute a command line. eg Alexa stop ( speaker name ) you do not have to Ask Bose to..   Would be nice if Bose or Amazaon could provide the users with a complete list of all commands that can be used. ... View more

This morning I had some problems with playing content on all speakers. Alexa asksed if I wanted to play it on the individual speakers or on all. When I said all speakers Alexa repeated the three speakers I have but did not play the content. When I edited my previous message and I tried it one again it worked ????   Seems to be a little instable and what I noticed is that my kitchen speaker always was the central group speaker instead off my kitchen speaker ( Alexa/ Bose ST control chooses it automatically ) In the Alexa App I can create a group of ST speakers which I could not before. Also I can turn on a speaker by asking Alexa to turn on a specific speaker.    Seems to me that multiple changes are made.     ... View more

@ Bose   My compliments indeed Alexa can control al my Bose ST again, and even better than before. As author and starter of this message I would like to suggest to wait with the acceptance of the solution untill Bose officially states that it should be working again.   Due to the fact that there are two companies involved it would be nice to know what went wrong. Today I was thinking to buy a ST 10 for my bathroom, perhaps it could be a ST 20.   Regards to all users, develpers and support members. ... View more

@JeeBee wrote: Here also no updates after sending logfiles (other then (again) asking about WiFi settings). It has been working for more then a year and suddenly it's "stuttering"... What is/has changed @bose ? All other stuff using with voice commands from Alexa is just working fine (Hue, Somfy etc.). @JeeBee     Here also no updates, only asking information I already provided.   If I ask Alexa tp play preset 1 : ony sorry I am having trouble accessing your bose soundtouch control skill right now.  and nothing happens.   If I ask Alexa to open the Bose soundtouch control she asks me what she can do  play preset 1 on kitchen and Alexa answers : sorry I am having trouble accessing your bose soundtouch control skill right now.    But playback starts ... View more

Hi Zoe,   I tested Spotify premium app on a phone at a friends house he has a Bose ST 30 and he could play from his mobile phone straight on to his speaker. It worked, I did a test with the Spotify App on my I mac and it didn't work...now I did on my mobile phone and it also works. Seems that the problem is only with Spotify on a I Mac.    Is this logical to anyone ?    Regards,    Rob ... View more

@Zoe_C wrote: Hello,   Thanks for getting in touch, you will only be able to control the speakers as a group when you are in the SoundTouch app. When you are using the Spotify app the audio content is being played on the main speaker and then broadcasted to the other speakers, meaning on the main speaker's volume can be controlled. I will forward the request to have volume controlled by the Spotify app too.    I hope this helps, should you need anything else please get in touch.   Kindest regards, Zoe C Ok I will refrais my question.   Last week my spotify premium account was connected to my kitchen group an d I only could change the volume of the main speaker. Last week I also received a PM from your development team to check settings in my router and I changed 3 options.   Now and yesterday I noticed that the only way for me to play Spotify music on my ST is by using the soundtouch app. The Spotify app itself does see my group or my individual ST speakers but cannot connect to them anymore, I only see this on the display of my main speaker    So right now Alexa is not able to control the ST speakers but also Premium Spotify can not control the ST speakers anymore. So please do not forward any request but tell them there is a problem and it would we very kind is they would fix it.   Regards,   Rob   ps are there more users which noticed that they can not connect anymore from there Spotify premium accont ?   last minute update !!!!!   I just start playing Spotify content using the ST app ( I put a playlist in preset 6 ) and when I close and reopen the Spotify app it is connected to my ST group and I can control the mainspeaker volume, so the changes I made on behalve of your development team did not cause this, but I can not connect from Spotify to the ST speakers. In fact I will try this at a friend off mine this afternoon and will report his test.   ... View more

Hi Zoe,   No I do not have problems controlling my individiual speakers and group with the Bose ST app. What I do not understand is that Spotify premium ( which I only used to set up my ST speakers ) sees every individual ST speaker and group but can not connect to the speaker and that the volume.  Only the ST app seems to be able to control the speakers.   I always tought that the reason to pay for Spotify premium was to control the speaker. I have tested internet radios with the spotify premium app and I could play music remote to that speaker, but Bose ST seems to reject that control by another app. Looks a lot like the problem Alexa has rightnow to reach the ST control skill.     ... View more

Hi Zoe,   Spotify seems to be connected to the group, should it not be a feature to in or decrease group volume on a system that claims to be multi-room ?   Regards,   Rob ... View more

@JeeBee wrote: @RobVanderbroeck is your message just deleted? Why all follow up needs to be silent and/or via DM?   @JeeBee    Yes it was. @Andy_B why is my message deleted ? ... View more

The problem occurs on multiple continents !! and Alexa works fine with all other products and Bose soundtouch speakers work also fine with the Bose Soundtouch app. I do not know which part of development Bose thinks is the problem.   Neither of these settings can be the cause of Alexa and Bose not communicating ok if they are separately function ok.  Perhaps it is the weather ?    One other thing I noticed that retailers are increasing the prices of the Bose ST speakers and changing the discription to no voice controle. Is this perhaps the way Bose "solves" problems ? I will sent you each question with a screenshot so I hope your mailbox size is big enough.     ... View more

SoundTouch Application Log Tool Instructions The SoundTouch System Log Tool is an application that will help you create and collect logs when encountering issues with SoundTouch products and software.    Navigate to the Program File folder where the SoundTouch Application has been installed For Windows, navigate to C:\Program Files (x86)\SoundTouch For Mac, navigate to the Applications folder and open the SoundTouch folder found there Run the “SystemLogTool” program in the folder     When the application opens it will automatically search for any SoundTouch system(s) on your local network Any SoundTouch system on the local network will appear in the window regardless of series, software, or attached server. If a SoundTouch system has not been named during a previous setup it will appear with the default system name i.e. SoundTouch A1FD03 Select the system(s) from which you would like to collect logs Select the method you would like to use, you can choose:   Collect Logs Now – This option will collect system and installer logs Run Then Collect – This option will open a logging version of the SoundTouch app. Once the app is closed it will collect system, installer, and application logs In most cases you should choose option B. If you choose option B (Run Then Collect) a logging version of the SoundTouch app will open   Recreate the issue you are encountering and, when finished, close the SoundTouch application After several seconds a .zip file will appear on your desktop labeled “2015-08-12T12-15-29-SystemLogTool” where the beginning string of numbers is the date and time. ... View more

@SoundtouchHouse wrote: Received private message, but can you provide instructions on how to collect logs from soundtouch speakers? Also received a PM, wil sent log file as soon as possible.  ... View more

Hi everyone,   I just wanted to answer the question that Liam W asked. while I opened the ST app on my IMac I noticed this :  Is there something going on ? I updated all my devices  Android 5.1.1:  interface version 21.0.3 protocol version 62 App-version 21.0.4   Mac OS:  interface version 21.0.3 protocol version 62 App-version 21.0.3    Android 6.0 :  interface version 21.0.3 protocol version 62 App-version 21.0.4   Still Alexa tells me : sorry I am having trouble accessing your bose soundtouch control skill right now.   After rebooting Alexa : sorry I am having trouble accessing your bose soundtouch control skill right now.     @bose: any fix off the problem   @ all : Did you also had this update and did it help ?   Here are the answers to the questions: 1) What SoundTouch system are you using in this instance? There are three total: Two Soundtouch III 20; One Soundtouch wireless link adapter connected to the Bose Solo 5 2) What firmware version is being run on this system? Version 21.0.03 3) What mobile device/computer is being used in this instance? Echo Dot 2nd generation App on iMac Android 5.1.1 and Android 6.0 4) What software is being run on this connected device? Bose software app is Version 21.0.03 and 21.0.04 on Mac OS 5) What version of the SoundTouch app is being run in this instance? This can be found from "Settings", "About", then "SoundTouch App Info". The App version is displayed here. Version 21.0.3 and 21.04 on Mac OS     I had a chatt with amazon and they created a ticket :  Hello, I'm sorry to hear about Bose Alexa enabled speaker . I'll share your feedback with our Alexa development team. I know they'll want to hear about your experience. Thanks for the great suggestion I have shared this with our Alexa development team. Thank you for taking the time to speak with me about your Alexa device. If you have additional questions about Alexa on your device, visit our help pages at: https://www.amazon.com/alexasupport Thanks for using Alexa. We'd appreciate your feedback. Please use the buttons below to vote about your experience today. Best regards, Amazon.com ... View more

@JeeBee wrote: Anybody home @bose? Still not working like before...     @bose :    Please stop sending me these messages :    Topic: sorry I am having trouble accessing your bose soundtouch control skill right now. Date: 05-27-2019 09:45 AM Did it solve your problem? Click here to view the replies and mark one as an Accepted Solution. This helps others find helpful answers in the community too!   You did not do anything yet to solve the problem !!    What would help is to solve this worldwide issue that is not caused by any geographic or linguistic origin. I will contact Amazon and inform them about the poor communication between Alexa and the Bose ST system, and mention to them that US citizin also have problems.   I just tried to turn on my speakers by voice command and it toke some time ( 45 secs to a minute ) before Alexa excused herself, but all speakers turned on with a little bit of help from the preset button on my kitchen ST 20. I noticed that instead of the kitchen speaker the front speaker is now the central speaker.   ... View more

@Andy_B wrote: Hi Rob and JeeBee,   Thanks for providing this detailed information. Can you both please also confirm what region you're currently located within? I'd love to get as much information as possible to investigate further.    @SoundtouchHouse, as you have confirmed that you're currently within the USA, I'd also be curious to hear if you've been able to attempt the troubleshooting outlined above by Liam W?   Kindest, Andy B     @Andy_B    The only way the Bose Soundtouch skill can be used is if your Amazon adress is in the US, if it isn't you can only pick the UK skill !! You should no that !! I live in the Netherlands and changed my amazon adres to one in the US. And please notice that it worked since I installed is several months ago. ... View more

@Liam_W wrote: Thanks for getting back to me, and for trying the above steps.   Can I ask that you cleanse all of the information here? This is an extensive procedure that will clear all information, then set this all back up. This can be done by completing the following steps: 1) Remove all speakers from the Bose SoundTouch app. This can be done by going to Settings >> Speaker Settings >> Select Speaker >> Remove Speaker >> Remove. 2) Log out of the Bose SoundTouch app. This can be done from Settings >> Account >>Sign Out. 3) Factory default all Bose SoundTouch speakers. This process will vary from speaker to speaker. Please let me know if you're unsure how to do this for whichever speaker you have! 4) De-register all Bose SoundTouch speakers from www.amazon.com. This can be done by logging in to Amazon using the same account linked to the Bose SoundTouch account, then going to Accounts & Lists >> Your Content and Devices >> Devices >> De-register. 5) Forget all Bose SoundTouch Speakers listed in the Alexa app. To do this, Login to www.alexa.amazon.com via web browser or using the Alexa app using the same Amazon account. From here, go through Smart Home >> Devices >> Forget. 6) Disable all Alexa Bose skills for Bose. This can be done by logging back in to  to www.alexa.amazon.com and going to Skills >> Your Skills >> All Skills >> Select the Skill >> Disable Skill. 7) Setup all Bose SoundTouch speakers again, including enabling Alexa integration.    Once done, please try the voice commands again! If this is still not working, or only some commands are working, please try multiple commands and get back to me to let me know which ones work, and which ones don't! Liam W     Hi Liam,   I tried all of the above for my ST 20 Kitchen speaker and added the skills both back in to my Echo Dot 2. It still does not work as it did, but I can provide you with some info.   If I only use the Bose Soundtouch skill I can not play music by voice command : Alexa ask Bose to play preset 1 will lead to the message : sorry I am having trouble accessing your bose soundtouch control skill right now. If use the Soundtouch app to start playing multiroom and try to increase the sound volume by 30 % Alexa says Oh something went wrong and when I ask Alexa to ask Bose to turn off the group it takes a view seconds before the group turns off and Alexa says OK.   When I install the Bose skill also the only thing that changes is that I can adress the speaker directly by voice command. Alexa play some music on Kitchen : Alexa says she will play the last played TuneIn station on that speaker and I can see the Alexa icon on the Kitchen speaker. I can ask Alexa to synchronize and she open Bose soundtouch control and then she says : sorry I am having trouble accessing your bose soundtouch control skill right now.   Again if I give the voice command Alexa ask Bose to turn of speaker it takes longer than ussual, the speaker stops and Alexa says sorry I am having trouble accessing your bose soundtouch control skill right now.   So it's obvious that something has changed in the skill the only voice command that seems to work is turning off the group or the individual speaker.   Regards,   Rob     ... View more

@SoundtouchHouse wrote: Moderator, the problem exists in the United States and has been an issue for several weeks now. Can turn off speakers via Alexa, but cannot turn on. Tried unplugging, resetting, removing from Alexa, and no fix. Please help.   @SoundtouchHouse  thanks for your reaction, this is what I needed. Alexa and Bose worked fine with the US skill for me for quit some time, if the problem also occurs in the US this means the problem is not caused by any language rescriction.    @Zoe_C  please inform your team that there 's a root problem in the Bose or the Alexa skill that causes this :    sorry I am having trouble accessing your bose soundtouch control skill right now. ... View more

I agree worked fine untill a week ago. Both Alexa and Bose where bought in Germany are there users in Germany with the same problems?  ... View more

Hi Jeff G,   If I make a group this way I 'll always first have to use the app and when I want to change the source I can ask Alexa to open Bose Soundtouch control and the change to the prefered preset. It works but I would like Alexa to control my speakers. As I mentioned in my previous post there is a link between Bose Soundtouch control and Alexa and that is called the Bose Soundtouch skill. It's available in a US version and a UK version. All questions regarding this skill should be placed in a special forum/community that should be hosted by the develper of the skill and not the ap.   I will close this topic.     @Jeff_G wrote: Hey Rob,    This is the manner in which SoundTouch groupings are made, and should be used for configuration. You stated in your initial post that sometimes Kitchen was identified as the master speaker in the group, so to modifiy this, the above is recommended.    Grouping is a possibility in the Alexa app, however this is not compatible with Bose speakers. This could be a restriction set by Amazon to prevent speakers from playing alongside their own Amazon Echo devices in groups.    Kind regards,    Jeff G   ... View more

Hey Jeff, that is the normal way to play content using the app. This is not a solution, it is a recognition of a problem that Bose and  Amazon can not fix. There is need for a Bose soundtouch skill forum.  ... View more

@Zoe_C wrote: Hello Rob,   Thanks for getting back to me, I would recommend that you try to add the speaker groups manually through the SoundTouch app as this should remedy the issue with the groups, you will also need to make sure that you turn the Soundbar on each time before commands as the Soundbar does not have a connection that will receive data for it to know to wake up. I am also curious as to how you have the wireless link adapter connected?    Kindest regards, Zoe_C    Hello Zoe_C   I connected the WLA with the included SPDIF ( audio out ) to the Bose Solo 5 ( optical IN ). Please explain how I can add the group manually with the app. I know how to play with one of the speakers and add the other speakers individually to the group.   Regards,   Rob ... View more

Hi Zoe,   What I mean with Solo becomes active I mean that the WLA which is connected to the Bose Solo 5 soundbar turns on from standby.   This morning I asked Alexa to play preset 3 and Alexa had the same problem as with preset 1   Alexa tells me that I have three devices Kitchen, Front and Soundbar or all devices ( names are short enough and not odd ) I tell Alexa to play on all devices , both the ST20 turn on and show the Tunein station ( radio 10 ) and no playback starts. I notice that the LED of the Bose Solo 5 soundbars stays yellow ( stand by ) .   I push the preset 2 button on my ST20 ( kitchen ) the Bose app uses this speaker as the main group speaker ( kitchengroup ) and playback starts on both ST20's and the SOLO 5 becomes active and plays music.   It seems that Tunein presets cannot awake the wireless soundtouch adapter from it's standby.   I just did some tests    I ask Alexa ask Bose to play preset 1:   would you like to play preset 1 on kitchen, front, soundbar or all speakers    I answer all speakers ( that's why I have a multiroom speaker system )    =====================================   I also can ask Alexa to open the Bose Soundtouch control and Alexa asks me How can I help I say play preset 1 and Alexa asks me :   please pick one from kitchen front, soundbar or all speakers    sometimes it works sometimes it doesn't, strange but I think that the Bose soundtouch control which is implemented in the skill has problem recognizing the speakers and not alexa.   The only thing I know for sure is that I have more commands when I open the Bose Soundtouch control than that I ask Alexa to do things directly.   What would help is al list of all commands that can be used by Alexa directly or by using the Bose Soundtouch control opened by Alexa because there is a difference between them.   Greetings    Rob     @Zoe_C wrote: Helllo Rob,    Thanks for getting back in touch. I would recommend that you try removing the Bose skill in the Alexa app, then re-add the skill again; once you have done this please then remove the devices from the skill then re-add them back. Could you clarify what you mean by the Solo becomes active? Does it turn on? Does audio start playing? Also what have you named the speaker as sometimes when there are long name odd names used it can be difficult for Alexa to decipher.   I look forward to hearing from you!   Kindest regards, Zoe_C   ... View more

Hi Vicky   I have reset both ST 20's multiple times and also did this with the WLA.   If I say Alexa ask bose to play preset 2 it always works, sometimes I try another Tunein presets and often it works. All devices start playing music.   If the problem however occurs I noticed that the Solo 5 (WLA ) still is in stand by modus, and when I change the preset manually or give Alexa a new voice command the playback starts and the Solo 5 ( WLA ) becomes active.     Regards,   Rob   @Vicky_W wrote: Hi Rob,    Thanks for reaching out, that certainly is a strange issue you are having. If you would like to talk this through with someone, please call your local support team. You can do this by clicking this link here, selecting your region, scrolling to the bottom of the page, and selecting contact us. Even though the issue is with the Alexa skill as well as the Bose products a team member at Bose would be more than happy to talk this through with you.    Otherwise, we can look to help here. To start with can you please try resetting the ST20, to do this push and hold the AUX button on the top of the system for 15 seconds until the display goes blank, then release the button and try and choose the preset again?   Can I also please ask, when saying Alex, ask Bose to play preset 2 does it work? If so do all of the devices play the music?    I look forward to hearing from you.    Kind Regards,  Vicky W - Bose Community Support    ... View more