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3354
Related error codes: c3-sc1005, 1321
Music service is unavailable
Related error codes: c3-sc1005, 1321
If you are trying to access a music service but content from that service is unavailable or cannot be played, try the following:
Close and re-open the Bose app.
Closing an app varies by device and operating system. Common methods for mobile devices are shown below:
On an iOS device:
On an iOS device:
- Depending on your iOS device, either double-tap the Home button or swipe up from the bottom center of the screen to view active apps.
- Swipe left or right to find the app you want to close.
- Swipe up on the app to close it.
- On the home screen, press and hold the app icon.
- Tap App info from the pop-up that appears.
- On the App Info screen, tap Force Stop.
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.
Determine if the issue occurs with the service's own app or website and check the service's website for alerts.
The issue may be due to a problem with the music service itself. Close the Bose app and open the music service's app or website to determine if the issue is present using the service directly, without Bose. Additionally, check the service's website for information on maintenance or other 'service unavailable'-related messaging.
Refer to the website of the radio station to determine if they do provide streaming.
- If they do, try searching for the station using other names, slogans or abbreviation found on the website; station call letters and frequency are not always used as the title of a station's internet equivalent
- If there is no reference to internet radio or to the ability to 'listen online', it is likely the station does not have an internet streaming equivalent
Determine if the station is located outside of your country or region.
Station availability can vary from location to location. Some stations may only provide their content to users within their country or region. Location restrictions may be detailed on the station's website.
Check that you are not trying to skip more content than the music service allows.
Some music services only let you skip a certain number of tracks or stations in a period of time. For more info, see Cannot skip forward or backward when playing a music service.
Only Deezer Premium+ accounts are supported.
Note: After upgrading to Deezer Premium+, if can take up to 18 hours for the upgraded account to activate.
- Free non-premium accounts within the US can browse Deezer content but cannot play it. Content shown for free accounts will appear grayed out and be unselectable.
- Free non-premium accounts outside the US can access personalized radio and 30-second track preview.
Check that the music service is available in your region.
If a music service is not supported in your region, it will be unavailable for your account. For more info, see Music services available with the SoundTouch app.
Note: If an iHeartRadio and Spotify account was created in a region where the service is available, it can be used in any region (including unsupported regions) after the account is created. Supported regions for these services only apply to account creation.
Note: If an iHeartRadio and Spotify account was created in a region where the service is available, it can be used in any region (including unsupported regions) after the account is created. Supported regions for these services only apply to account creation.
Try playing the station using the music service website or app.
Get the app for the music service or go to the music service web site, then search for the station. If you cannot find or cannot play the station from the music service website or app, there is an issue with that station stream.
Determine if a direct URL for the station stream is available for Custom URL Streaming.
Search the Internet or the station website to determine if a direct URL is available for the station stream. If it is, add it to your SoundTouch account so you can play the station. For more info, see Streaming a station using a Custom URL Radio Stream.
If the station can be streamed from a web browser or a different app, use Bluetooth® to listen on your Bose product.
Some stations might not be available from the music services in the SoundTouch app; however, if those stations are available to stream from an Internet browser or from a different app (i.e. the station website or app), stream the station that way and connect your Bose product via Bluetooth.
Note: Systems with a SoundTouch adapter require a series II SoundTouch adapter for Bluetooth capability.
Note: Systems with a SoundTouch adapter require a series II SoundTouch adapter for Bluetooth capability.
Remove and re-add the music service account on your Bose account.
If the issue is related to a particular service, try removing and re-adding the service. For more info, see Removing a music service from your SoundTouch account. Once removed, re-select the service, choose ADD ACCOUNT and enter your account info.
Try removing and re-adding the system to your SoundTouch account.
If there is an issue connecting or communicating with your system, removing it and re-adding it to your account might help. For more info, see Removing a system from your Bose SoundTouch account and Adding a SoundTouch system on your network to your account.
If using the PC/Mac app, add exceptions for SoundTouch in any antivirus or firewall software.
If the firewall or security software on your computer prompts you to allow access to SoundTouch, allow access. If you deny access, SoundTouch system and software functaionality will be limited. If you already denied access, you can try uninstalling the SoundTouch app, reinstalling it, and then allowing accessing when prompted after opening the app again. If you are not prompted, go to the settings of your security software and add the SoundTouch app and SoundTouch music server as programs that the software should not block.
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.)
Determine if the issue is related to the router firewall configuration.
IMPORTANT: Firewalls provide protection between a network and the Internet. Before trying this suggestion, consider whether or not it is safe to temporarily disable the firewall. If there are no concerns, try the following.
Log in to your router and, in the router settings, disable the router firewall. If performance improves while the firewall is disabled, the issue could be related to the firewall configuration. Re-enable the firewall, then review the available firewall settings in your router menu.
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