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soundfreaq not pairing with Samsung Galaxy S4 phone

Jody Apr 07, 2015 12:36PM CDT

I received the Sound Rise SoundFreaq for Christmas 2014. It paired just fine right out of the box. However, just a week or so ago it wouldn't pair anymore. The S4 does show "Sound Rise" on the Bluetooth screen, but when attempting to pair, I get an error code saying "Unable to communicate with Sound Rise." Any thoughts? Thank you...

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Lisa Apr 08, 2015 01:08AM CDT SOUNDFREAQ Customer Service Ninja
Jody, thank you for being a Soundfreaq customer, and I'm sorry to hear you are experiencing pairing issues with your Android. If you have not done so already, please try resetting the Bluetooth connection by removing "Sound Rise" from the Android before re-pairing from the beginning.

For troubleshooting records, does the Bluetooth icon on the display blink rapidly when you press Pair on the Rise? If so, and "Sound Rise" never appears on Bluetooth > Devices on your Android, then it may be a hardware issue with the speaker. To verify, please try pairing the speaker with any other smart devices you may have on hand to see if the issue persists.

Thank you for your patience, and I apologize for the inconvenience. Any questions, please let me know.
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Jody Apr 15, 2015 07:26PM CDT
Hi Lisa,
I have tested it also with the Motorola Droid Turbo. I get a similar message when trying to pair the units. The Bluetooth emblem does blink and SoundRise does show as a "found device" but I get a similar message as the Galaxy S4 phone that says "unable to communicate". If this is a hardware issue and because it is farther out than 90 days since purchase, which is the return policy where my wife bought the unit, can I get a replacement directly from you/SoundFreaq?
Thank you,
Jody
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Lisa Apr 15, 2015 07:28PM CDT SOUNDFREAQ Customer Service Ninja
Jody, thank you for troubleshooting with us, and we can certainly replace the unit with you directly, free of charge under our one year warranty.

We hope you can try one more troubleshooting step I forgot to mention in my previous message--please try resetting the speaker by unplugging it for fifteen seconds before re-pairing with the Android. Please also make sure "Sound Rise" is once again removed from Bluetooth > Devices on the Android before re-pairing.

If the issue persists, please just send us a private inquiry with your address, color of your Soundfreaq, and the serial number located on the bottom of the speaker on a white barcode sticker, so we may start the warranty replacement process. Please also verify you own the model SFQ-08, by checking the bottom of the speaker.

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

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