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Can't Connect to the App
Poor signal between speaker and phone
Make sure that both the phone software and the device firmware is up to date. You can make sure the app is updated through either the Google Play Store or Apple App Store, depending on your respective platform.
The firmware can be updated manually by downloading it from this support page, under "DOWNLOADS" in the "SEE MORE" section.
You can try to reset the device to factory settings. Press and hold the plus and minus volume buttons until a purple indicator begins to flash. The device should reset and reboot. If issues still persist, try updating the firmware once more after this reset.
If both a software update and factory reset fail, you can try to upgrade your router and improve the quality of your Wi-Fi connection. Before seeing if this is necessary, try disconnecting any unneeded devices from your network, and make sure other devices can access it properly. If this does not fix the problem, it may be necessary to purchase a newer, better router with “5 GHz” or “Dual Band” capability.
Won't Turn On
Power not coming to the device
Defective Power Port
The power plug should be plugged into a wall outlet. Check to see if the cable is damaged. Check if the power port is properly connected. If it still does not work, consider replacing the Micro-USB/Power Port Panel.
Defective Micro-USB Port
Make sure you have the Micro-USB plugged inside the Micro-USB port. Check to see if the Micro-USB cable is damaged or broken. Check if the plug in port is properly connected. If it still does not work, consider replacing the Micro-USB/Power Port Panel.
Water damage can cause the motherboard to fail. If you think your speaker may have water damage, try to wipe the motherboard with a dry cloth, and power it on (for help accessing motherboard, check out Motherboard Replacement guide). Some devices shutdown when a short is detected, so after a quick dry the device will turn on. If the device still does not turn on, then consider replacing the motherboard.
Touch Panel Doesn't Work
Faulty touch panel
Static electricity may be interfering with the device, causing the touch panel to malfunction. Disconnect the power plug and connect it again to try and solve this problem.
Faulty Touch Panel
If the touch panel still does not work, it may be a defective part. Consider purchasing a replacement touch panel.
Single Speaker and Device Connectivity Issues
Speaker won't connect to phone/computer
Out of Range
If your device does not recognize your speaker, try moving speaker within 10 meters of device, as this is the max range the Bluetooth can support.
If your device locates the speaker, but you notice streaming cut-off or lag, try placing speaker out of the way of obstacles (ie. walls, trees, metal structures). Such things interfere with the communication between your device and the speaker.
Bad Bluetooth Module
If after troubleshooting your device still does not respond to your speaker's presence, you may have a faulty bluetooth module. Proceed to the replacement guide.
Muffled Low Frequencies
Bass on the device sounds poor/muffled
Check that the space between the subwoofer and base of the speaker is clear of any objects; the lodging of unwanted objects in this area suppresses subwoofer vibrations.
Bass Heavy and Loose Subwoofer
Avoid playing audio with extremely low frequencies. This is typically not a problem, unless your device has an internal issue with the subwoofer, such as the subwoofer not being well attached to the base. In this case, the heavy vibrations can cause further problems to the speaker, as well as low quality bass reproduction.
If after troubleshooting you still experience low quality sound reproduction at low frequencies, you may have a faulty subwoofer. In this case, proceed to our replacement/repair guide.