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TROUBLESHOOTING
SYMPTOM
SOLUTION
Make sure your bass module or surround speakers are compatible
with the soundbar (see page 41).
Make sure the software is current in the Bose Music app.
No audio from
bass module or
surround speakers
Adjust the bass level using the Bose Music app (see page 24).
Switch to a different source (see page 22).
Turn off your TV speakers. Refer to your TV owner’s guide.
Make sure that the soundbar’s HDMI cable is inserted into a port on
your TV labeled HDMI eARC (Enhanced Audio Return Channel), not
a standard HDMI port. If your TV doesn’t have an HDMI eARC port,
connect to the HDMI ARC port. If your TV doesn’t have an ARC port,
connect to the soundbar using the optical cable (see page 58).
Disconnect the HDMI cable from your TV’s HDMI eARC (or ARC) port
and reconnect it.
Sound is coming
from TV speaker
Unplug the power cords for the soundbar and optional bass module
or surround speakers, wait 30 seconds, and firmly plug them into the
AC (mains) outlet.
Decrease your TV volume to its lowest setting.
If the soundbar is connected to your TV’s HDMI eARC (or ARC) port,
make sure that Consumer Electronics Control (CEC) is enabled in
your TV system menu. Your TV may refer to CEC by a different name.
Refer to your TV owner’s guide.
Adjust the Advanced CEC setting in the Bose Music app. You can
access this option from the Settings menu. For more information,
visit: support.Bose.com/UltraSB_CEC
support.Bose.com/UltraSB_CEC
Test different sources if available.
Make sure that your TV can output surround sound audio. Refer to
your TV owner’s guide.
If the audio is being played from another device, reduce the volume
of that device.
Poor or
distorted audio
Adjust the bass level using the Bose Music app (see page 24).
Power off your TV speakers. Refer to your TV owner’s guide.
Check for sound (see page 60).
Run ADAPTiQ audio calibration (see page 19).
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