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

\nTry 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.\n

Q: How can I update my device?

\nYou 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.\n

Q: 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?

\nPlease 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.\n

Q: Do all products have same feature set?

\nNo, depending on the product there can be different feature set available in the app.\n

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

\nYes, 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.\n

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

\n1. 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.\n

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

\n- 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.\n

Question 1

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 2

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 3

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 4

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 5

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 6

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 7

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 8

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 9

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 10

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 11

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 12

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 13

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 14

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 15

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 16

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 17

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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