Unable to connect brand new Wave Soundtouch system to WIFI network

SoundTouch Archive
1

Hi,
I just purchased a brand new Wave Soundtouch System. I did just as what the instruction manual told me to do and successfully installed the app on my iPad.
Next, I basically followed the instructions on the app to try to connect the system to the WIFI.
(1) My ipad cannot detect the network starting with Bose
(2) So I tapped on <I DO NOT SEE THIS NETWORK>
(3) I selected the correct Bose model
(4) I followed the on-screen instructions, press and hold the Control button for not more than 8 seconds.
(5) WIFI indicator does not turn solid amber and <SETUP SEE GUIDE> does not appear on display
(6) I repeated this countless times but nothing happens
Just tell me if I should return the brand new system back to the Bose shop and get a new one or possibly even a full refund.
Best Regards,
Syn

2

Hello Syn,
Sorry the system isn’t entering setup mode as it is supposed to. There are a couple ways you can go about making the system produce that amber light:
 

First, unplug the Wave Soundtouch system for 30 seconds. Plug it back in and wait another minute, and then try holding the Control button for two seconds only. I understand you’ve run through this process quite a few times, but conducting it in this specific way tends to have a high success rate.
 

If this fails, then my next recommendation would be to conduct a factory reset on the system. To complete this, follow the steps below:

 

  1. Ensure the Soundtouch system is connected to the power
  2. Disconnect the SoundTouch pedestal cable from the Boselink jack in the back of the Wave Soundtouch system.
  3. Press and hold the Control button on the back of the SoundTouch pedestal
  4. While pressing and holding the Control button, reconnect the Soundtouch pedestal cable to the Boselink jack.
  5. Watch the WiFi status LED at the back of the system. Over the course of around ten seconds or so, it will blink white, turn solid white, and then go out. When the LED goes out, release the Control button.
  6. Give the system about four minutes to reset itself, during which time the LED will produce a variety of colors and patterns. If the WiFi LED has not turned to solid amber after this time has elapsed, press and hold the Control button for two seconds. The system should enter into setup mode.

This will usually resolve an issue where a Wave Soundtouch will not enter setup mode, or produce that solid amber light we are looking for.
Please inform us if you need any further assistance.  

3

Hi George,
Since I had the Wave Soundtouch a week ago until now, I have NEVER seen the WiFi led lighted up at all. I’m pretty confident that the pedestal is not working. However, now, I must go through the entire cycle of debugging with the Singapore team.
This is really an extremely unpleasant experience with Bose. And you should know it takes only once to create a lifelong negative impression.
Best Regards,
Syn

4

Hello,
I have tried everything and nothing works!
Advice #1 (Solution recommended by Singapore CustomerCARE centre)
Using the PC and USB cable to setup the Wave SoundTouch system by following the step-by-step instructions on the Bose YouTube link.
Unsuccessful. Kept receiving the pop-up screen saying no detection via USB cable. Tried it with another laptop. Same pop-up screen message!
Advice #2 (Solution recommended by Thomas - Bose)
First, unplug the Wave Soundtouch system for 30 seconds. Plug it back in and wait another minute, and then try holding the Control button for two seconds only. I understand you’ve run through this process quite a few times, but conducting it in this specific way tends to have a high success rate.
Unsuccessful. Nothing happens.
Advice #3 (Solution recommended by Thomas - Bose)
(1) Ensure the Soundtouch system is connected to the power
(2) Disconnect the SoundTouch pedestal cable from the Boselink jack in the back of the Wave Soundtouch system.
(3) Press and hold the Control button on the back of the SoundTouch pedestal
(4) While pressing and holding the Control button, reconnect the Soundtouch pedestal cable to the Boselink jack.
(5) Watch the WiFi status LED at the back of the system. Over the course of around ten seconds or so, it will blink white, turn solid white, and then go out. When the LED goes out, release the Control button.
(6) Give the system about four minutes to reset itself, during which time the LED will produce a variety of colors and patterns. If the WiFi LED has not turned to solid amber after this time has elapsed, press and hold the Control button for two seconds. The system should enter into setup mode.
Unsuccessful. At step (5), nothing happens at all.
This is frustration to the maximum! I purchased a limited edition brand new Wave SoundTouch in white gloss finishing for SGD1200 and it turned out to be a white elephant!
It seems to me that the WiFi pedestal was already damaged or not functioning at the point of transaction. The Quality department in Bose should send me a new replacement, collect back my current faulty unit and provide me with a Failure Analysis report.

5

Syn,


Can you give us any indication of what color the Wi-Fi LED on the system is? If it isn't reaching the solid amber state (Setup Mode) then what are you seeing? 


Here are the other things the LED could be doing and a little about what they mean:

  • Solid White - The system is already connected to a network in your home. We may need to work on adding it to your SoundTouch account instead.
  • Blinking White - The system has been configured for a Wi-Fi network successfully, but can no longer connect. We might want to perform a factory reset on the system to clear any old network info on it. 
  • Green and Amber flashing intermittently - This is not actually the Wi-Fi LED but the standard Lights on the Ethernet port. If you are using an Ethernet connection instead of Wi-Fi, that changes things so let us know.
  • No LED - The SoundTouch pedestal has no power. Disconnect and reconnect the Boselink cable connecting it to the Wave system on top. Ensure that none of the 9 pins are bent or broken. 

In the case of the last item, if you cannot get the LED to come on at all, then something is definitely wrong with the SoundTouch pedestal. In that case you would need to work with local service to resolve this further. It sounds as though you are already in contact with the Atlas CustomerCARE center in Singapore, but their information can be found here.


If your LED is showing. Please let us know what you see so that we can get some idea of what state the system is in and troubleshoot further. Thank you. 

6

Hi Syn,
Connect your soundtouch pedestal to your wms.
Please make sure you connect your ipad with the same wifi network with your wave ST and within the wifi range. Also disable any VPN ( if you had any ) on your ipad. Restart your router by turn it off and turn in on again… Also clean your ipad setting by double press home button and swipe it out and open again. Check your router security setting and change it to WPA2 personal. Do iniatial setup again.
if possible you can use computer to setup your wave st with usb cable.
rgds
Jordan