Cannot connect to Wi-Fi network
If your product is unable to connect to your wireless router for Internet access:
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
On your device, turn Wi-Fi off and back on.
On the device running the Bose app, go to the Wi-Fi settings and turn Wi-Fi off and back on again
If your network name, password or security type recently changed, update the network settings in the Bose app.
If your router settings change, all devices connected to your router needs to be updated with the correct network information. To update network info for your Bose product, see Connecting to a Wi-Fi network
Be sure Internet connectivity is not paused or disabled for the necessary devices.
Some Internet Service Providers allow you to pause access to the Internet for certain networked devices. If your ISP offers this feature, unpause all devices and try again.
If your product has connected to more than one Wi-Fi network, it could take a couple minutes to reconnect Wi-Fi.
Your product remembers the last four networks on which it was used. So, it can take up to two minutes to re-connect while it looks for previous networks in order of most recently connected. If the network you are trying to connect is not one of the last four you connected to, set up your system for this network. For more info, see Setting up your product
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.)
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
Determine if a mobile hotspot is in use.
Compatibility with hotspot devices can vary. While some may work, hotspots are not guaranteed or recommended due to the limited or inconsistent functionality with them. Try the system on a home network to determine if the hotspot is the issue.
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 bandwidt 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. (Tip: If available, 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.)
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.
Install any updates for your router.
In the router settings menu, there is typically an option to check for updates. If updates are available, install them to ensure the router is running with the latest available enhancements.
Try making the recommended settings adjustments in the settings menu of the router.
If your Wi-Fi network uses a network extender (i.e. a repeater, powerline adapter, or access point), try bypassing it.
Network extenders are typically used for networks that cover a large area or to improve areas of poor reception. To check if the issue is related to the extender, try temporarily bypassing or unplugging it. If you need the extender because your product is in an area of poor reception, move the product closer to the main router to check this. If your product works while connected to the main router without the extender, the issue is related to the extender (i.e. settings or placement).
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.
Restore the system to its factory defaults and restart the set up process.
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.
Click here to start service