REPAIR FAQ

Sometimes even the mighty SOUNDBOKS stops working! We know, crazy right?
But don't you worry! We'll get your SOUNDBOKS back up and running in no time!

 

Could the issue be related to your BATTERYBOKS or Charger? Here's our article on troubleshooting your BATTERYBOKS.

 

If the article didn't help, hit us up on info@soundboks.com with your order information, a short description of how the error occurred, and a video of the following:

1. Press the button on the battery and show us the LED indication on the battery
2. Take the battery out of your SOUNDBOKS. Plug your charger into the wall socket, plug the end of the charger into the DC input in the battery tray. Turn ON the SOUNDBOKS and show us what happens on the control panel.
3. Plug the battery into the battery tray of the SOUNDBOKS. Turn ON the SOUNDBOKS and show us what happens on the control panel.
4. Plug the charger into the battery and push the rubber button on top of the battery when connected.

Once we have received your mail, we'll be able to tell you what the problem is and propose you the best solution.

Does your SOUNDBOKS sound like it's playing under water? Maybe the bass has disappeared? No worries! We have you covered.

 

We would first like to invite you to check out your EQ setup within your SOUNDBOKS app, to make sure that your sound profiles are reset! 

Is the sound problem still there? 

In order to determine what sound problem is affecting your SOUNDBOKS, please send us a video on info@soundboks.com with your SOUNDBOKS playing the music where the problem is most noticeable together with your order number of the affected speaker. 

Once we have received your videos, we will be able to tell you what the problem is and propose you the best solution. 

If you are unable to upload your video and attach it to your email, you can do it through www.wetransfer.com. Once you get to the “add your files” page, you can upload your video. Then just click on the dots button next to “Transfer” and select “Get transfer link”, so you can copy and paste it into the text of your answer to us when you reply to this email.

Having trouble connecting your playback device to your speaker? Maybe your speakers won't pair up? We'll get to the bottom of it together!  

 

Bluetooth:

Bluetooth problems can occur due to a number of different reasons. So before you contact our lovely support team, you can read this article and maybe solve the problem by yourself! 

 For the bluetooth to work correctly make sure that you're:

- Within a close proximity of the speaker.

- Have a clear line of sight between the speaker and the phone.

 If you still can't get a stable bluetooth connection, try turning the bluetooth on/off and "forget" the speaker under your settings.

You can also press the BOND button on the back of the speaker 6 times quickly. This might also help! 

 If you're still experiencing problems, contact us at info@soundboks.com with a detailed description, or video, of the problem and your order number! Then we'll get back to you as soon as possible, and help you solve your problem in no time!

 

TeamUp connection:

Is the issue related to our TeamUp connection between speakers, consult our article on TeamUp to set it up correctly.

 Did the articles above not sort out the issue? Hit us up at info@soundboks.com with your order information and a detailed explanation of the problem, a video if possible, and we'll make sure to get you back to 11 in no time!

If you’re using your charger while playing music, you may experience that the SOUNDBOKS shuts down at higher volume (normally between level 6 and 11). Worry not, this is a perfectly normal thing to happen!

 If you are plugging your charger to the SOUNDBOKS without a battery in it, the amount of power available to the SOUNDBOKS is going to be lower as the charger will only provide energy up to certain volume. This happens because the amount of power stored in the battery is more readily available.

The SOUNDBOKS was built for maximum performance while running on the battery only. The charger was designed to be used while playing at moderate, but the charger is NOT a power supply.

 We also recommend using the SOUNDBOKS under half volume (12 o’clock on the dial with 5 lights illuminated) if both charger and battery are connected at the same time. Otherwise, the battery might be harmed by unnecessary stress and this is another reason why it's best to use your SOUNDBOKS with only the battery connected.

 Are you experiencing this issue when your SOUNDBOKS is only powered via the BATTERYBOKS?
Hit us up with an email at info@soundboks.com with a copy of your SOUNDBOKS invoice, as well as a short video showing the issue, and we'll figure out a solution together. 

Experiencing an issue with your battery? No worries, we have your back! To ensure that the issue is not related to your charger, make sure that the charger can turn on your SOUNDBOKS before proceeding. If this is not possible, refer to this article: Charger Issues.

In most cases, many battery problems can be solved with a few easy steps. Below are a few possible issues you could be experiencing with your battery and ways to solve each issue. 

If the LED’s on your battery indicate a red or purple light, please follow these steps to reset your battery:

• Connect your charger to a wall-socket and then to the battery. Charge the battery for 4 hours.
• Press the rubber button on top of your battery once
• Wait for 5 seconds (until the LEDs don’t glow anymore)
• As soon as the LEDs don't glow anymore, press and hold the button for approx 5-10 seconds until you see one LED light up
• Now your battery has been reset

Here you can watch the steps additionally on a video:

https://www.youtube.com/watch?v=VH2gN7HrKo0

 If the LEDs are constantly glowing or not showing at all, please try the following steps:

• Discharge the battery through normal usage until it’s completely empty and your SOUNDBOKS cannot turn on anymore.
• Now charge your battery until it is completely full - this usually takes around 3.5 hours.
• Leave the battery unconnected for twelve hours (don’t use it or charge it during this period)
• The LEDs on your battery should now have been recalibrated
• If the LEDs still don’t work accordingly, please try the steps 2-3 times.

If you are experiencing other LED issues (e.g. different colours or a non-working 5th LED): we suggest giving the battery a few full cycles to see if the LED issue will reset to normal.

You can also reset the battery by pressing and holding the rubber button on the top for 10 seconds.

Should the above not solve the issue, please email us at info@soundboks.com with your order number and a video following these few instructions:

• Take the battery out of your SOUNDBOKS.
• Plug your charger into the wall socket, plug the end of the charger into the DC input in the battery tray. Turn ON the SOUNDBOKS and show us what happens on the control panel.
• Plug the battery into the battery tray of the SOUNDBOKS. Turn ON the SOUNDBOKS and show us what happens on the control panel.
• Plug the charger into the battery and push the rubber button on top of the battery when connected.

Our repair team will take a look at the videos and we will get back to you with a solution. 

Experiencing power issues or a physical defect with your charger? We'll figure out a solution together!

 If the error is related to physical damage / exposed copper wires, contact us on info@soundboks.com with your order number and a picture showcasing the physical defect. We'll get back to you shortly with a solution!

 Is your charger not able to power your speaker or charge your battery? Send us your order number, together with a short video demonstrating the issue. We'll check it out and provide you with a solution!

Sometimes an update can fail. which can be a frustrating thing, but do not get discouraged! Let us get you fully updated! 

First, please make sure that you have enough battery in your phone and that your SOUNDBOKS battery is also well charged. 

Trouble upgrading to 1.4.6 or 2.0 ?

If you’re still able to connect to your SOUNDBOKS, we invite you to try re-upgrading a second time, otherwise please contact us at info@soundboks.com with a screenshot showing the error message or the step where you're blocked, providing us with details of your issue.

Trouble upgrading after the 2.0 version ?

May be that you're experiencing an interrupted upgrade. This may be caused by an unstable bluetooth connection while downloading the upgrade.
We advise you to forget the SOUNDBOKS in your native bluetooth settings on your phone, then reconnect it, and try again to upgrade. 

If the problem persists, please contact us at info@soundboks.com with a screenshot showing the error message or the step where you're blocked, providing us with details of your issue.

 To know more about the last Firmware, check out our article: FIRMWARE CHANGELOG for 2.1.2

Have you run into trouble while registering your speaker within the app? Let's get you back on track!

 

If you purchased on SOUNDBOKS.com

The order number should start with  “SO" followed by several numbers.

The invoice number should start with “CS-” followed by several numbers

Cannot find your invoice? Check out your email, you should have received an invoice in your mailbox after your order got shipped from our warehouse. Make sure to check your folder spam as well!

If you purchased via Amazon

The order number should have the following format : xxx-xxxxx-xxx

 

If you purchased from another retailer

When registering, choose "Other". To register from another retailer, only the serial number of your SOUNDBOKS is required. You can find the serial number written on a sticker located within the battery slot of your speaker.

If in need of further assistance, we invite you to contact us by mail at info@soundboks.com sending us screenshot of the error message displayed within the app.
You can also report a bug via the SOUNDBOKS app directly by taking a screenshot and choose "report a bug" so we'll receive a more detail bug report in order to help you faster with your issue. 

If you're experiencing a physical / cosmetic damage on your accessory : 

Something broken? Mic, Tripod, Backpack or Strap?

We invite you to send us pictures best showing the damage on your accessory, as well as a copy of your order confirmation related to the accessory purchased to verify the warranty condition of your accessory that you need assistance with.

If the cosmetic / physical damage occurred during the transportation of your order, please attach pictures of the transportation damage to the accessory as well as the shipping box. 

If you're experiencing technical issues or have questions using your accessory :

We invite you to check out our help center, specifically our ACCESSORIES section by clicking here  

In case you didn't find the answer to your question, we invite you to reach out to our support teams to at info@soundboks.com by explaining us in detail the issue, when and how it happened, and link if possible a video or pictures showing best the issue you experience. Please attach as well a copy of your order confirmation related to the purchase of the accessory you need assistance with. 

Didn't find what you were looking for? No worries!

Please email us at info@soundboks.com with your order number and a video that best shows the setup in which you are experiencing the issues you are seeing.

We also want to clarify the issue so that we can identify and resolve it, so it would be very helpful if you could also provide us with the following information:

•  How often does this issue happen?
•  How did you use your SOUNDBOKS when the issue occurred (With Bluetooth or AUX, SOLO, JOIN, or HOST)? And at what volume?
• How are you powering your speaker? (Battery, Charger, both)
• Are you using the SOUNDBOKS app? - If so, what firmware version and which sound mode (Indoor, Power, Bass+)?
  
  With this video and information, we should be able to figure out the cause of the problem and get you back to 11 in no time!