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Product will not turn on
If your product appears to be receiving power but won't power on as expected:
Check the power connections at your product and at the power source.
Be sure the power connections to your product are secure both to the AC (mains) outlet and to your product. For more info, see Connecting to power.
Replace the battery in the remote.
For more info, see Replacing the batteries in your remote control.
Check if the touch pad on top of your product can power it on or off.
Your Wave system has a touch pad on top of it toward the front center. Tapping it can turn the system on or off. If the touch pad works, see Remote is intermittent or does not control your Bose product. Note: The touch pad can be disabled in the product menu. If it has been disabled, it will not power the Wave system on or off.
Try the remote control and the controls in the SoundTouch app.
Check if the buttons on your product, the buttons on your remote, or the controls in the SoundTouch app can operate your product. If buttons work on one but not the other, see Remote is intermittent or does not control your Bose product or App is blank, unresponsive, won't open or crashes.
See if the remote is sending IR signal by looking at the top edge of the remote through a camera viewfinder.
Our eyes cannot detect the IR (infrared) light produced by your remote but many digital cameras can. Look at the top edge of the remote through a digital camera (i.e. a smartphone camera), then press a button on the remote. If you do not see a flash through the camera viewfinder when a button is pressed, the remote is not sending any signal*. If you do see a flash but the remote is not working, try the other troubleshooting suggestions to help determine if the issue is the remote or something else.
*Some smartphones have IR filters on the front and/or rear cameras, which prevents them from seeing this flash. So, if you don't see a flash, try both the front and rear camera, a different camera if available, and any other troubleshooting suggestions.
*Some smartphones have IR filters on the front and/or rear cameras, which prevents them from seeing this flash. So, if you don't see a flash, try both the front and rear camera, a different camera if available, and any other troubleshooting suggestions.
Be sure the power cord is connected to a working power outlet.
If the outlet is controlled by a wall switch, be sure the switch is on. You can also verify if the outlet works by connecting another electronic device, such as a lamp. If connected to a power strip (or surge protector), try bypassing the power strip and plug the power cord directly to a wall outlet.
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.
Try a different USB cable.
Try connecting your product with a different USB cable to determine if there is an issue with the first cable.
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
Click here to start service
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