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Bose Soundbar 500

Sold from 2018 – 2020

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Remote or voice controls a connected device but some buttons or commands don't work properly

If you are able to program your Bose remote to control another device but some of remote buttons have unexpected functionality (i.e. sending a command twice or sending an incorrect command), try these suggestions. This also applies to voice assistant control of other devices.

Try the remote that came with the device you are trying to control.

Check if the original remote control for the device can control it. If it cannot, there may be an issue with the device.

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.

Reset the connected audio or video device.

Electronics may need to be reset from time to time—much like rebooting a computer. Disconnect power from the device for 30 seconds, then wait for it to start up.

Try reprogramming the remote.

In case a setting change or error occurred with the remote—or if the device you are trying to control updated and now requires a different code—try reprogramming your remote to control your devices. For more info, see Programming your remote.

Try reprogramming your remote using the Advanced option to manually select the device you are trying to control.

When you begin programming your remote in the Bose app, there is an Advanced option. This option lets you to select the brand and model of your device. Determine the brand and model of the device you are trying to control, then select Advanced programming option to manually choose the device. For more info, see Programming your remote.

Try new batteries in the remote.

In case the battery or batteries in your remote are low or have no power, replace them. Alkaline batteries are recommended over rechargeable batteries, which might output lower voltage. (Note: Battery testers are not always reliable since they might detect power but not indicate if there is adequate power for the remote.)

If devices are connected with HDMI, look for a CEC setting in the menu of each connected device. If available, enable CEC.

Devices that support CEC (Consumer Electronics Control) can send control information (i.e. power, input switching, remote commands, etc.) back and forth while connected via HDMI. In the menu of the TV and any connected HDMI device, look for and enable CEC. (Note: Depending on the brand, CEC may be referred by a different name in the device menu. For more info, see Names used by different brands for CEC.) Be sure to enable CEC on your Bose system as well. For more info, see  Turning HDMI-CEC on or off.

In the menu of the connected device, try disabling HDMI-CEC.

CEC (Consumer Electronics Control) allows devices to send control information (e.g. power, input switching, remote control, etc.) back and forth over HDMI. CEC implementation and capabilities can vary among different brands, which can cause various control issues. Try disabling CEC in the menu of the connected device, then try again. Depending on the brand, CEC may be labelled differently in the device menu. For more info, see Names used by different brands for CEC.

Functions of some devices might only be controllable by the device remote.

Universal remotes, like your Bose remote, might control all or only certain functions of the various devices they can be programmed to control. Certain device features might only be accessible using the remote that came with the device.
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