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Bluetooth Stopped Pairing

Robin Aug 16, 2013 11:27PM CDT

I've had a Soundfreaq Soundstep for about eight months, and it worked perfectly fine until a week ago. All of a sudden, the bluetooth wouldn't pair with either my iPhone 4S or my Macbook. I went into the settings on my iPhone and "forgot" the Soundstep, and now it won't establish a connection at all. Soundstep shows up under my list of devices, but it will not pair. The pairing light blinks, and everything else on the unit responds fine. This is the only issue I'm having (although it is a major one, since bluetooth was the main source for my music).

I tried doing the bluetooth reset that was mentioned in an earlier post, but I can't see any door on the back of my unit. There are just three silver bars going across, one of which says Soundfreaq. At the bottom of my unit there are some various inputs (USB, audio in, etc.). Nothing gave way to a door.

Also, I have never dropped the Soundstep, spilled anything on it, or injured it in any way...just in case you think that might be the problem.

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Lisa Aug 17, 2013 03:27AM CDT SOUNDFREAQ Customer Service Ninja
Robin, thank you for being a Soundfreaq customer, and I'm sorry to hear you are having pairing issues, and we appreciate you explaining the issue so thoroughly. I apologize for the confusing, but the resetting cartridge is for a different model. On the Sound Step, to reset the speaker, please try unplugging it for fifteen seconds before powering it back on.

If that still does not resolve the issue, we will set you up with a replacement unit. Please contact us by sending a private inquiry so we can collect your personal information.

Thank you for your patience, and I apologize for the inconvenience.
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Meaghan Burritt Aug 04, 2014 12:32AM CDT
Hello - I am having the same issue. I have had my Soundfreaq Model: SFQ-07 for only a month. When I first got it, it worked fine with both my phone and mac. Now, all of a sudden, it is not pairing. The light modes on the device are working, and the device shows up in my bluetooth settings, however, it does not pair anymore.

I have tried to forget the device and reconnect. I have tried to reinstall the device, but that has not worked either.

Please help as I would like to get this fixed.

Thanks
Meaghan
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Lisa Aug 04, 2014 12:33AM CDT SOUNDFREAQ Customer Service Ninja
Meaghan, thank you for being a Soundfreaq customer, and I'm sorry to hear you are experiencing pairing issues with your new Spot. If removing and reconnecting the device did not work, unfortunately, it is a hardware issue and we would suggest exchanging the unit all together.

If purchased recently, we suggest exchanging it directly with the retailer fore the fastest turnaround time. If that is not possible, we are happy to set up an exchange with you directly via mail. Please just send us a private inquiry so we may start collecting your contact information.

Thank you for your patience, and I apologize for the inconvenience. Any questions, please let us know.

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