Soundtouch portable wi fi

System is grayed out and cannot be selected in the SoundTouch app

If you open the SoundTouch app and a system on your network appears but you cannot select or control it, try the following:

Close and re-open the Bose app.

Closing an app varies by device and operating system. Common methods for mobile devices are shown below:

1. Depending on your iOS device, either double-tap the Home button or swipe up from the bottom center of the screen to view active apps.
2. Swipe left or right to find the app you want to close.
3. Swipe up on the app to close it.

1. On the home screen, press and hold the app icon.
2. Tap App info from the pop-up that appears.
3. On the App Info screen, tap Force Stop.

Reset your product.

Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, see Resetting your product.

Reboot the device running the Bose app.

Electronics might need to be rebooted from time to time to correct minor issues. This is typically done by powering off the device completely and then powering it back on again.

Be sure the system has power and can be turned on.

When the system is on, the display should also be on, indicating the selected source. If the display does not light up after pressing the power button on the system or the remote, see Product will not turn on.

In your mobile device settings, be sure location and network permissions are turned on for the app.

• For iOS devices:
  1. Go to Settings > Privacy > Local Network and be sure it is not disabled for the Bose app
  2. Go to Settings > Privacy > Location Services and be sure it is not disabled for the Bose app
• For Android devices, touch and hold the app icon, then tap App Info from the pop-up that appears. On the App Info screen, tap Permissions and be sure Your location is enabled.

Check that the system is on the same network as the device running the Bose app.

Your mobile device and system need to be connected to the same network to communicate. Go to the Wi-Fi settings of your device and note the network name that is connected. Then, view menu item 2.3 in your Bose system menu and check if the same network name is shown. For more info, see Accessing the System Information Screen.

Reboot your router.

Routers may need to be reset from time to time—much like rebooting a computer. Disconnect power from the router for 30 seconds, then wait for it to start up and connect. (Note: Any device connected to the Internet will be interrupted during the reset.)

In the Bose SoundTouch app, sign out of your Bose account and then sign back in.

In the SoundTouch app, remove the system and then re-add it.

Uninstall and reinstall the Bose app.

In case an issue occurred with the app, uninstall it from your device, download and reinstall it, then try again.

Check to see if other devices on your network are using too much bandwidth.

When a device is active on your network, they use some of the available bandwidth of your router. Some tasks use more bandwidth than others—like video streaming, gaming, video calls, data backups, etc. If devices are performing these tasks, bandwidth can decrease for other devices. Turn off any device or app that might be using a lot of bandwidth, then check if performance improves. If possible, use an Ethernet cable instead of Wi-Fi to connect high-bandwidth devices to your network. This frees up wireless bandwidth for devices that need to be connected wirelessly.

If the device running the app is using a VPN or remote desktop connection, disconnect it.

If the computer or device running the SoundTouch app or SoundTouch music server is using a VPN (Virtual Private Network) or remote desktop service, your product will not connect to the device. VPN and remote desktop software essentially put the device on a network within a network. So, wireless devices, like your product, will not find the device. Disconnect the dveice from the VPN or remote desktop and try again.

If your Wi-Fi network uses an extender (like a Wi-Fi repeater, powerline adapter, or access point), try bypassing it.

• If it does not improve, the issue is not related to the extender.
• If it does improve, try reconnecting the extender. Sometimes it can help to connect extenders after connecting to the main network.
• If it does improve but returns after reconnecting the extender, the issue could be related to the extender, its settings or placement.

If your router broadcasts more than one network (i.e. 2.4 GHz, 5 GHz, Guest), give the networks different names.

Many routers broadcast multiple networks, like a 2.4 GHz network, a 5 GHz network, and a guest network. If you see multiple networks with the same name when connecting a device to Wi-Fi, some devices might not be connected to the expected network.

In your router settings, try temporarily disabling the 5 GHz network and guest network. If the issue is resolved by using only the 2.4 GHz network, rename he 5 GHz network and guest network to something different than the 2.4 GHz network (i.e. MyNetwork2G, MyNetwork5G. and MyNetworkGuest). This will help you and your devices identify the correct network. (Tip: If you rename a network, any devices that were connected to the previous network name will need to be reconnected to the new network name in the device settings menu.)

In the settings menu of your router, try setting the network encryption type to WPA2.

Log in to your router and, in the settings menu, look for a network security or encryption option. Set this to WPA2 Only (other options might include, WPA or WPA/WPA2 Mixed). If WPA2 improves performance, use WPA2 as for router encryption. If you don’t notice any difference using this setting, you can switch back to the previous setting. (Note: If you switch to WPA2 and other wireless devices on your network don’t support WPA2, they may no longer connect to your network. This is more common with older Wi-Fi devices.)

Check for sources of wireless interference.

It’s possible that interference from other wireless devices are affecting the wireless functionality of your product. Check for other wireless devices in the area of your product (i.e. another router, cordless phone, wireless printer, smart TV, etc.). To determine if a device might be interfering, try unplugging its power cord or disabling Wi-Fi on the device. If the issue is resolved when a particular device is removed, try placing that device farther away from your product, if possible. Additionally, if the device has a wireless channel setting, try a different channel.

If using the PC/Mac app, temporarily disable any computer anti-virus or firewall security software.

Certain security settings can block features of the SoundTouch app. If the issue is resolved with security software disabled, open the security software settings and add the SoundTouch app and the SoundTouch music server to the list of exceptions or allowed programs. Be sure to re-enable your security software when you’re finished testing.

Determine if the issue is related to the router firewall configuration.

IMPORTANT: Firewalls provide protection between a network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the firewall. If there are no concerns, try the following.

Log in to your router and, in the router settings, disable the router firewall. If performance improves while the firewall is disabled, the issue could be related to the firewall configuration. Re-enable the firewall, then review the available firewall settings in your router menu.

If using the PC/Mac app, add exceptions for SoundTouch in any antivirus or firewall software.

If the firewall or security software on your computer prompts you to allow access to SoundTouch, allow access. If you deny access, SoundTouch system and software functaionality will be limited. If you already denied access, you can try uninstalling the SoundTouch app, reinstalling it, and then allowing accessing when prompted after opening the app again. If you are not prompted, go to the settings of your security software and add the SoundTouch app and SoundTouch music server as programs that the software should not block.

In the router settings, try selecting a different channel.

If multiple wireless devices on the network are communicating on the same channel, it could affect how effectively those devices can transmit and receive data. Log in to the router and, in the settings menu, select a different channel—like 1, 6 or 11 since these channels do not interfere with one another. If you don’t notice a difference, you can always change back the channel.

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Cannot connect to the built-in setup network of a Bose product

Your Bose wireless product has an internal Wi-Fi network that is used for system setup. If this network cannot be connected or found by the device being used to setup your product, try the following:

On your device, turn Wi-Fi off and back on.

Wait 20 seconds, then refresh the network list in the Wi-Fi settings of the device.

While using an alternate setup method, it might take your device a moment to detect the Bose network. Wait 20 seconds, refresh the network list in the Wi-Fi settings of the device, then look for and select the Bose network.

Reset your product.

Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, see Resetting your product.

Reboot the device being used to connect to the Bose system.

Electronics — like smartphones, tablets or computers — may need to be rebooted from time to time to correct minor processing errors. This is typically done by turning off the device and, if possible, removing the battery for 15 seconds. Then, turn on the device and try again.

For Android devices, go to the device Wi-Fi settings and disable smart or automatic network switching.

Some Android devices have a feature to prevent the device from connecting to a network with no Internet connectivity. This can prevent the device from connecting to the setup network of your Bose product. To disable this feature, go to the device Wi-Fi settings, choose Advanced and uncheck Smart Network Switch or Auto Network Switch. (Note: Some devices might refer to this feature with a different name.)

For Android devices, go to Wi-Fi settings and select the Bose wireless network.

If your device does not automatically switch to the internal setup network of your Bose product, go to the device Wi-Fi settings and tap the Bose network name to connect to it.

Try the manual connection option to connect to your product’s built-in setup network.

Your mobile device might only list a certain number of available networks. Try manually adding a new network connection: When prompted for a network name, enter Bose SoundTouch Wi-Fi Network.

For iOS devices, disable Wi-Fi Assist.

If your device does will not connect to the setup network of your Bose product, go to your device Settings, select Cellular and disable Wi-Fi Assist. Then, tap the Bose network name to connect to it. (Note: Wi-Fi Assist is available on iOS 9 and later.)

Check that the device running the Bose app is close to your Bose product.

Keep the device you want to connect close to your Bose product to be sure it is within range of the Wi-Fi network broadcasted by your product

If you are unable to connect to Wi-Fi using the Bose app, try an alternate connection method.

If your product cannot connect to your network using the normal setup method in the Bose app, try an alternate method. For more info, see Connecting to a Wi-Fi network.

Try another device or computer.

If available, download and install the Bose app on a different computer or mobile device to determine if the issue is related to the first device or its settings.

Restart the Alternate Setup Method.

Turn off and on the Wi-Fi functionality of your product.

Disabling and then re-enabling the Wi-Fi capability of your product might resolve connectivity issues. For more info, see Turning on or off Wi-Fi for your product.

Restore the system to its factory defaults and restart the set up process.

Restore the system to its factory defaults and restart the Alternate Setup Method again.

Press the 1 and Volume — buttons for 10 seconds, then the 2 and Volume — buttons for five seconds.

Your product may need service.

If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.

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