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Bose Soundbar 500

Sold from 2018 – 2020

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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 iOS devices:
  1. 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
  2. Swipe left or right to find the app you want to close
  3. Swipe up on the app to close it.
On Android devices:
  1. On the home screen, press and hold the app icon
  2. Tap App info from the pop-up that appears
  3. 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 Bose Music 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.

If you're trying to play a music service with a voice request to Alexa, be sure the service has been added in the Alexa app.

When you ask Alexa to play a music service (i.e. Pandora or Deezer), Alexa looks for that service in the music services linked to your Amazon account—not your Bose account. Open the Alexa app and be sure the music service you are trying to play is linked to your Amazon account, otherwise Alexa will not play the service.

Note: Not all services can be started by voice. For more info, see Music services available via Google Assistant or Alexa voice commands for Bose Music products.

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.

Remove then re-add the music service to your Bose account.

For information on removing a music service, see Removing a music service from your Bose Music account.
For information on re-adding a music service, see the instructions for the appropriate music service below:

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.)
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