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chops
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Dec 21, 2018

ST300 / AM300 Pairing Issue after 20.0.6 Update

Hi, 

I have a setup of Bose ST300 + AM300 + VI300 speakers which i purchased about 2 months ago. All the speakers are connected via the same network within my living room. The AM 300 is placed approx 1 foot away from my ST300 (and both of these are within 7 feet of my router). 

 

The issue i'm facing seems to have occured shortly after updating via the latest firmware version on the Soundtouch app. I am no longer able to get any sound / bass from the AM300 module. When i turn off the Bass Module within the soundtouch app, i can hear Bass from the main ST300 module. However, as soon as i switch on the Bass Module within the App, i don't get any bass from the ST300 module, nor from the AM300. 

 

I am intermittently able to get the Bass module to produce sound (via the wifi connection) if i keep turning off the entire setup and turning it back on - this happens at random and i am unable to identify any pattern. However after turning off the system for a short while, i'm back to no bass when i switch it on again. Furthermore i tried connecting the AM300 directly via a stereo cable, however that didn't seem to work either. **UPDATE -- It seems that when i wire the AM300 to the ST300 and reboot both after wiring, then i get bass from AM300 with a white status light. However Wifi doesn't seem to connect**

 

I have tried multiple factory resets by :

1. Pressing the Soundtouch button + CC on the remote control

2. Downloading the file and manually updating via the instructions mentioned on the bose website.

 

Details of app versions running are:

ST 300 - ver 20.0.6

Soundtouch app on iphone - Interface version 20.0.6, Protocol version 61, App version 20.0.3

 

Other relevant information

1. Within the Soundtouch app itself, within Menu  > Settings > About > ST300 ---> I am able to see AM300 (01.09.15) and Virtually Invisible Left and Right.

2. When the bass module isn't working the status indicator at the back of the AM300 module constantly pulses amber / white / red followed by about 7 seconds of no light. The order of the system status light is amber - white - gap of 1 second with no light - red - 7 seconds of no light, and then it repeats the cycle. 

3. I'm in Singapore and you may want to check in on the quality of after sales service being offered -- i've tried calling the after sales service number mentioned on the Bose Singapore website (on monday - friday between 9 am and 5 pm) for over a week now and keep getting a pre-recoreded message that all service agents are busy, so i leave my phone number but there has been no attempt to call back. 

 

Needless to say i am disappointed at this level of service after spending thousands of dollars on the sound system. 

 

I do hope you can assist.

 

Thanks. 

3 REPLIES 3
Joel_D
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Dec 5, 2016

Re: ST300 / AM300 Pairing Issue after 20.0.6 Update

Hi chops,

 

Thank you for posting.

 

I'm sorry to see this is happening with your AM300 after the recent update and I do appreciate the great detail you provided to us. 

 

We would suggest contacting service as you have already done about this issue. Since they did not contact you back after leaving your number, I would recommend writing an email to global_service@bose.com explaining the situation and someone will reach back out to you.

 

Let us know how everything works out.

 

Kind Regards,

Joel - Community Support

chops
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Dec 21, 2018

Re: ST300 / AM300 Pairing Issue after 20.0.6 Update

Hi Joel,

I did as you suggested and gave the AM300 to the service center (only to see 5 more AM300's there for the same issue).

The service agent told me they've been requesting bose to do more thorough software checks before deploying.

The service agent also said in th future to unplug/switch off the AM300 and VI300 while doing a software update on the ST300. Only turn on / plug in the AM300 and VI300 after the software update completes. Else it seems like the software is updating the AM300 to believe it is a ST300.
Joel_D
Moderator - Retired
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Dec 5, 2016

Re: ST300 / AM300 Pairing Issue after 20.0.6 Update

Hi chops,

 

Thanks for the update.

 

What service center did you bring it to that gave this information? Also, let us know how everything works out after service.

 

Kind Regards,

Joel - Community Support