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

When connected to your network wirelessly, the Wi-Fi light on the back of the adapter should be solid white. If the Wi-Fi light is not solid white, see Understanding LED indicator status lights and information. (Note: When using a wired connection, the Wi-Fi light remains unlit.)

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

On an iOS device:

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.

On an Android device:

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.

A reset is used to correct occasional product issues. It is not something that a product should require repeatedly. For more information, see Resetting your product.

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.

Location permissions are used by the Bose app to detect and control your product. If location settings are disabled for the app, it will not work properly.

• 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.

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.)

For more information, see Signing in and out of a Bose SoundTouch account.

For more info, see Removing a system from your Bose SoundTouch account and Adding a system to your Bose SoundTouch account.

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

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 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.

Network extenders are used to extend the range of a network to cover a large area. Check if the issue is related to an extender by temporarily unplugging it. Since unplugging it might reduce the range of your network, move your system closer to the main router to test if the issue improves:

• 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.

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.)

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.)

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.

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.

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 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.

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.

If your product works while using a wired network connection, the issue is related to the wireless network configuration. If you don't need to use a wireless connection, you can use a wired connection. For more info, see Setting up your product.