No audio from product

A connection may have come loose or may be incorrect. Check the seating and location of the interconnect cables at both ends. For information system connections, see Setting up your product.

Many TVs have a menu setting that allows audio to be sent to speakers other than the TV speakers. In the TV menu, navigate to sound settings and look for a TV Speakers or Audio Output option (or something similar). The TV speakers may need to be turned off and the output may need to be set to Fixed or External Speakers. (Tip: If there is no fixed output option, you might need to turn up the TV volume to max to hear it through your Bose speakers—even if the TV speakers are turned off.)

In the settings menu of the connected device (i.e. cable box or Blu-ray player), look for audio settings. Many devices that send audio over HDMI might have an option for ARC or CEC; try enabling these. If the device connects to the TV and then to your Bose system, look for these settings in both the device and TV menus. (Note: Depending on the brand, CEC may be referred by a different name in the device menu. For more info, see Names used by different brands for CEC.)

In the SoundTouch app, the HDMI IN Direct Audio setting allows you to select audio from an HDMI device connected to the soundbar. If set or if set incorrectly, the remote might select audio that doesn't match the TV video. For more info, see Enabling or disabling HDMI IN Direct Audio.

Be sure the system volume is not turned down. Using the volume control, gradually increase the volume level.

Set the device volume to 90–100% to send a strong signal to your product. Then, use your product to adjust the volume level.

If you have more than one Bose system, tap the system tray at the bottom of the app, then swipe left or right to select a system.

Electronics might need to be reset from time-to-time—much like rebooting a computer. Power off the device, then power it back on and try again.

1. Turn off the Bose system, the source device and the TV.
2. Unplug the Bose system, the source device and the TV.
3. Disconnect two HDMI cables at both ends and reseat them ensuring secure connections.
4. Reconnect the source device, the TV and the Bose system to power.
5. Turn on the TV and the source device.
6. Once the TV and source device have finished powering up, turn on the Bose system.

The steps can resolve issues due to a variety of causes. The TV and sources device may haves stored misinformation received through the HDMI cable. This reset procedure will clear their memory of this data.

For more info, see Checking the software or firmware version and Updating the software or firmware of your product.

Restarting the application could resolve connection and performance issues. This also restarts the SoundTouch Music Server, which is used for music libraries stored on a computer or NAS drive.

If the Dot disconnects from your product, it and your product both look for previously-connected devices to reconnect. This can result in the two products not finding each other. To prevent this, remove all devices except your Bose product from the paired device memory of the Dot: In the Amazon Alexa app, go to Settings > Alexa device > Bluetooth, then select and Forget other devices. Now, if the Dot disconnects, it will only try to reconnect your Bose product.

There may be a problem with the connectors of or wiring within the cable, even if there is no visible damage. Make the same connection with a different High-Speed HDMI cable to resolve the issue and to determine if there is a problem with the original cable.

For more info, see Resetting 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.

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