Q: I open the Smart Control App, but the app doesn't find the Soundbar

\nPlease go to the Bluetooth settings of your smartphone and click "Forget This Device" (refers to your Soundbars Bluetooth name). Retry searching for your Soundbar again.\nIf you still don't see the Soundbar, please reset the App via app settings and search for the device again.\n \n

Q: What if my Soundbar is not connected to a network?

\nIf your Soundbar is not connected to a network and if the Soundbar is not updated to the new firmware, the App cannot be used as it relates to a WiFi/Ethernet connection.\nConnect your Soundbar to a network via WiFi or Ethernet using the Google Home app or Smart Control app. If you don't have a network to connect your Soundbar, you need to update the Soundbar with a USB stick manually. Download the firmware from \nwww.sennheiser-hearing.com/download/\n and update your Soundbar. Afterwards, you can connect your smartphone to the Soundbars WiFi hotspot. Search for devices and connect to the Soundbar.\n

Q: What if I don't have a network to connect the Soundbar to?

\nSuppose you don't have a network to connect the Soundbar to. In that case, you need to manually install the new firmware to be able to use the new App, as the App now uses WiFi instead of Bluetooth to ensure better reliability.\nIf your Soundbar is updated but not connected to a home network and you want to use the App, you can connect your smartphone or computer to the Soundbar's WiFI hotspot. After connecting to the WiFi hotspot "AMBEO_Soundbar_xyz," you can open the Smart Control App to control the Soundbar.\nAs your smartphone is connected to the Soundbar, and as it does not have internet, you can only stream locally available content to your Soundbar via Bluetooth.\n \n

Q: How do I manually update the Soundbar if my Soundbar is not connected to the internet so that I am able to use the app?

Update Soundbar 1.) Download the file from www.sennheiser-hearing.com/download/ 2.) Put the "image.swu" file on a USB stick. (Make sure not to rename this file) 3.) Turn on Soundbar and plug the USB stick into a USB socket. 4.) Press and hold the setup button for 4 seconds 5.) The Soundbar will be automatically updated. If you don't have a network to connect the Soundbar, you first need to update the Soundbar manually, as described above. Afterwards, you can connect to the Soundbar's WiFi hotspot to use the Smart Control App.\n

Q: How do I stream Dolby Atmos content via TIDAL?

\nThe Soundbar now supports Dolby Atmos Music via TIDAL Connect. Select an Atmos track in your TIDAL App and select the Soundbar via TIDAL Connect. Please note that streaming of Dolby Atmos content is currently not supported via Bluetooth, AirPlay or Chromecast Built-In.\nPlease note that Sony 360 Reality Audio content is currently not supported for streaming via TIDAL Connect.\n

Q: Does the Soundbar support Sony 360 Reality Audio via TIDAL Connect?

\nSony 360 Reality Audio is currently only supported for music services that allow Sony 360 Reality Audio via Google Chromecast and HDMI.\nUntil today the music service nugs.net is the only service supporting 360 Reality Audio via Google Chromecast.\n

Question 1

What new features are supported?

Accepted Answer

The AMBEO|OS supports TIDAL Connect, AirPlay 2, Spotify Connect and a newly designed App interface.

Question 2

What is required so have this firmware installed?

Accepted Answer

Your Soundbar needs to be connected to a network to be controllable via App.

Question 3

I open the Smart Control App, but the app doesn't find the Soundbar

Accepted Answer

Please go to the Bluetooth
      settings of your smartphone and click "Forget This Device"
      (refers to your Soundbars Bluetooth name). Retry searching for your
      Soundbar again.
If you still don't see the
      Soundbar, please reset the App via app settings and search for the device
      again.

Question 4

After setup, I see the Soundbar in App, but it states "not found on WiFi scan."

Accepted Answer

- If your Soundbar appears in the device list with the state "Not
found on WiFi scan", please scan for devices again. If this does not help
either, please turn off your phone's WiFi and turn it on again.
- The Soundbar and your smartphone are connected to different networks.
Please connect your smartphone to the same network the Soundbar has been
connected to and scan for new devices again.
- Your Soundbar is connected to a guest network which does not allow
device communication. Please reset your Soundbar with the reset button on the
rear side and set up the Soundbar with another network.

Question 5

What if my Soundbar is not connected to a network?

Accepted Answer

If your Soundbar is not
     connected to a network and if the Soundbar is not updated to the new
     firmware, the App cannot be used as it relates to a WiFi/Ethernet
     connection.
Connect your Soundbar to a
     network via WiFi or Ethernet using the Google Home app or Smart Control
     app. If you don't have a network to connect your Soundbar, you need to
     update the Soundbar with a USB stick manually. Download the firmware
     from 
www.sennheiser-hearing.com/download/
 and
     update your Soundbar. Afterwards, you can connect your smartphone to the
     Soundbars WiFi hotspot. Search for devices and connect to the Soundbar.

Question 6

What if I don't have a network to connect the Soundbar to?

Accepted Answer

Suppose you don't have a network to connect the Soundbar to. In that case, you need to manually install the new firmware to be able to use the new App, as the App now uses WiFi instead of Bluetooth to ensure better reliability.
If your Soundbar is updated but not connected to a home network and you want to use the App, you can connect your smartphone or computer to the Soundbar's WiFI hotspot. After connecting to the WiFi hotspot "AMBEO_Soundbar_xyz," you can open the Smart Control App to control the Soundbar.
As your smartphone is connected to the Soundbar, and as it does not have
internet, you can only stream locally available content to your Soundbar via
Bluetooth.

Question 7

How do I manually update the Soundbar if my Soundbar is not connected to the internet so that I am able to use the app?

Accepted Answer

Update Soundbar
⁠
1.) Download the file from www.sennheiser-hearing.com/download/
2.) Put the "image.swu" file on a USB stick. (Make sure not to rename this file)
3.) Turn on Soundbar and plug the USB stick into a USB socket.
4.) Press and hold the setup button for 4 seconds
5.) The Soundbar will be automatically updated.

If you don't have a network to connect the Soundbar, you first need to update the Soundbar manually, as described above. Afterwards, you can connect to the Soundbar's WiFi hotspot to use the Smart Control App.

Question 8

How do I stream Dolby Atmos content via TIDAL?

Accepted Answer

The Soundbar now supports Dolby Atmos Music via TIDAL Connect. Select an Atmos track in your TIDAL App and select the Soundbar via TIDAL Connect. Please note that streaming of Dolby Atmos content is currently not supported via Bluetooth, AirPlay or Chromecast Built-In.
Please note that Sony 360 Reality Audio content is currently not supported for streaming via TIDAL Connect.

Question 9

Does the Soundbar support Sony 360 Reality Audio via TIDAL Connect?

Accepted Answer

Sony 360 Reality Audio is currently only supported for music services that allow Sony 360 Reality Audio via Google Chromecast and HDMI.
Until today the music service nugs.net is the only service supporting 360 Reality Audio via Google Chromecast.

Question 10

How do I use AirPlay?

Accepted Answer

1. Play music from your favourite App.
2. Open Control Center on your iOS device
3. Tap the AirPlay icon from the "Now Playing" panel
4. Choose your Soundbar from the device list in AirPlay to play music to your Soundbar.

Note: Using Apple AirPlay requires your Soundbar to be connected to the same network as your mobile device.
Note: AirPlay 2 on this device is not supported via iTunes on Windows devices.

Question 11

My Soundbar is connected to my home network, however I cannot find the Soundbar via Spotify Connect, AirPlay, or via App

Accepted Answer

Make sure to have your device connected to the same network as your Soundbar
Make sure to avoid "Guest" networks to allow network communication between devices.

Question 12

When I open Google Home, I can see the Soundbar, but it fails to connect.

Accepted Answer

Please go to the Bluetooth settings of your smartphone and click "Forget This Device" (refers to your Soundbars Bluetooth name). Retry searching for your Soundbar again.

Question 13

How can I access my Soundbar from other smart devices?

Accepted Answer

You can control your Soundbar from any smart device in your home network by typing the product's IP address or http://ambeo into your browser.

Question 14

Are all Sennheiser products supported by the Smart Control App?

Accepted Answer

No, the app does not support headphones launched before 2018 (including HD 4.40BT, HD 4.50BTNC, M2, CX6.00, CX7.00), with the exception of the PXC 550 Wireless.
Following products are already supported: MOMENTUM Wireless, MOMENTUM True Wireless 2, CX400BT, MOMENTUM True Wireless, AMBEO Soundbar, PXC 550, PXC 550-II, IE80S BT, CX150BT, CX350BT, HD458BT, HD350BT, HD450BT, CX True Wireless, CX Plus True Wireless.

All new Bluetooth products which will be launched in the future will be also supported by the Smart Control app.

Question 15

Can I use the app without having a Sennheiser product?

Accepted Answer

Yes, you can browse on the discover page and get latest news from Sennheiser or check the user account where you check sign in for the newsletter. But, of course there are much more configurations options with Sennheiser products.

Question 16

Why doesn't the Smart Control App find my device?

Accepted Answer

There could be several reasons for it. Please check following:

- Ensure the product is nearby and turned on
- Make sure Bluetooth is turned on your smartphone
- Only on iOS: App will ask you by the first launch to allow the app access Bluetooth.
- Check in the smartphones settings if this permission is in place.

- If you were already connected with this product and removed it from the device list, ensure you removed all product items also from the Bluetooth menu of your smartphone. Otherwise app will not be able to connect this product again.

- Only Android: Smart Control uses BLE scan to find your product. Android requires location access in order to run BLE scan. Please make sure app has permission to access location in order to scan for new products. Once your product is found by the app and connected once, you can switch location access again. Smart Control app will not collect or track your location for any other reasons, except you use the Sound Zones features where location access is required.

- If you want to connect a Soundbar, enable access to local network.

Question 17

I can see my product on the device page, but connection cannot be established. What can I do?

Accepted Answer

Try to turn the product off and on to restart the app. If it still doesn’t work remove the product from the device list (use the dot menu on the top right corner) and remove Bluetooth item of the product from the Bluetooth menu of your smartphone. Restart the app and try to scan for new products and to connect.
If connection to a Soundbar cannot be established, follow instruction in the app in order to set up the Wifi connection.

Question 18

How can I update my device?

Accepted Answer

You can easily update your product with the Smart Control app. Once new firmware update is available you will be notified about it in the app. If you signed in for the push notifications, you will receive the notification even the app isn’t active.
Please follow instruction in the app in order to update your product. Depending on the size of the firmware package and your smartphone update can take from 2 to 60 min. Smart Control will inform you about estimated update time, so you can decide to update now or later.
If the firmware tile on the setting page is showing your product is up to date, there is no new firmware package available for your product.

Question 19

I know there is a firmware update available for my device, but the app keeps saying “your product is up to date”. What can I do?

Accepted Answer

Please check your internet connection (Wifi or mobile network), make sure Smart Control is allowed to use mobile network if not connected to Wifi. Restart Smart Control app and wait a couple of minutes. Contact our service team in case it still not work.

Question 20

Do all products have same feature set?

Accepted Answer

No, depending on the product there can be different feature set available in the app.

Question 21

The product page is overloaded, I just want to have 2 feature tiles on my product page. Can I configure it?

Accepted Answer

Yes, with version 4.0.0 you can configure the product page and remove feature tiles from the main product page. All features will be placed to the setting page.

Question 22

I open the Smart Control App, but the App doesn't find the Soundbar.

Accepted Answer

1. Please go to the Bluetooth settings of your smartphone and click "Forget This Device" (refers to your Soundbars Bluetooth name). Retry searching for your Soundbar again.
2. If you still don't see the Soundbar, please reset the App via app settings and search for the device again.

Question 23

After setup, I see the Soundbar in App, but it states "not found on WiFi scan."

Accepted Answer

- If your Soundbar appears in the device list with the state "Not found on WiFi scan", please scan for devices again. If this does not help either, please turn off your phone's WiFi and turn it on again.
- The Soundbar and your smartphone are connected to different networks. Please connect your smartphone to the same network the Soundbar has been connected to and scan for new devices again.
- Your Soundbar is connected to a guest network which does not allow device communication. Please reset your Soundbar with the reset button on the rear side and set up the Soundbar with another network.

Question 24

Why do I need a Sennheiser user account?

Accepted Answer

A Sennheiser account is not required to use your product or the main features of your companion app. Access to important features like the EQ or firmware update is available without being logged in. However having a user account has certain benefits. Some features like the new Sound Check are only accessible if being logged in. In the future, when logged in, other settings like EQ presets will also be saved in your account and made available on other devices.

Question 25

What will my data be used for?

Accepted Answer

If you have given consent to being contacted through your e-mail address or phone number for marketing purposes, you will receive regular marketing updates from us. You can withdraw your consent anytime from the account screen in the Smart Control app. For a detailed explanation on the processing of your data, please read the privacy policy.

Question 26

Where is my data stored?

Accepted Answer

During the registration process you will be asked for your country. This information will determine where your data will be stored. Please read the privacy policy for more information.

Question 27

How do I sign up or sign in to a Sennheiser user account?

Accepted Answer

- Either chose one of the new features like Sound Check or go to the account settings on the top righ corner of the “My Device” screen in Smart Control
- A browser will open and guide you through the process
- You can sign up using your e-mail address or phone number
- In the process we will send you an e-mail/text with a sign-up token. Please check your SPAM folder if the mail has not arrived in your inbox.

Question 28

Can I see the data that has been saved?

Accepted Answer

Yes, in the account settings (top right corner of the “My Device” screen). You can see all the data we have saved in our database. In the future you can also decide, if certain features like the EQ save data or not.

Question 29

How do I delete my data?

Accepted Answer

You can delete the data from the account settings (top right corner of the “My Device” screen). At the bottom of the account settings you find the option to delete the account. With the deletion of the account all data will be deleted as well.

Question 30

I did not receive an e-mail with a token during sign up?

Accepted Answer

Please check your SPAM folder, if the mail has not arrived in your inbox.

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