Troubleshooting SX Products

Device Not Populating For Set Up In VSSL App

• Ensure that the soundbar is powered on and the light is pulsing blue
• Make sure the phone or tablet you are using is up to date and connected to the Network you want the soundbar to use
• Verify that the necessary permissions are enabled for the VSSL app ( Location Services, Local Network Discovery, Bluetooth, etc..) 
• Update the VSSL app if needed (In the App Store go to the VSSL app and look at the button(s) next to the icon. If an update is needed, it will say "Update". If the app is up to date, it will say "Open") 
• Use Google Home to complete the set up. It may be behind on firmware which can cause devices to not be discovered by the VSSL app. If successful with Google Home, it should receive an update during the set up process
• If none of the above options resolve the issue, there may be some Network settings that need to be adjusted in order to ensure proper communication with the SX Products and the App. Follow this article and adjust settings based on your router brand - https://vssl-help.zendesk.com/hc/en-us/articles/25963900678299-Network-Settings-Suggested-Topology

No Audio From Surround Speakers or Subwoofer

• Open the VSSL and click into the settings of the soundbar. Verify that the subwoofer and speaker icons are visible in the "Product Layout". If they are not present, reboot the sub or speakers. 
• If the soundbar is not present in app, reboot the soundbar. 
• In some cases, your network can get backed up causing no audio or crackling audio. Reboot your network to relieve any traffic that may be affecting communication with the soundbar. 

SX Subwoofer Not Performing Well 

• Placement is very important with the SX Subwoofer. We suggest to place the subwoofer in a corner of the room so it can utilize reflection off the wall. In some situations, such as rooms with high ceilings, a very large open Living Space etc.., 2 subwoofers may be needed to make up for the lack of reflection. A lot of open space will affect the performance of the SX Sub 
• Go into the VSSL app then head into the soundbar settings. Select Sub Audio and make sure the level is set to 6 and the bass management is set to at least 80Hz 
• If the sub is not seen in the Product Layout or can be seen but isn't outputting audio, a factory reset will be needed. Set up the sub again then reach out to tech support if the issue persists 

Cannot Control Volume While Using HDMI

• Check to make sure your TV support HDMI ARC. If it does not, then you will need to program your TV remote to the soundbar using the VSSL app. There will be a section titled "Remote Control Setup" 
• If all functions of the remote are not working, double check that the batteries are not depleted
• The HDMI cable could be the issue so try swapping for a new one to test the cable 
• You shouldn't have to change the TV Output settings when using HDMI ARC but it is always worth to give it a look and see if ARC needs to be enabled or the output setting is set to something else 

Crackling Audio or Surround Speakers Cutting Out

• This is due to WiFi interference or backed up network. If you have a lot of WiFi devices in one area such as WiFi lights, Amazon Alexa, WiFi Picture frames etc.. that can introduce some interference. If possible, try moving those devices to a different area in the room then reboot your VSSL SX devices. 
• If your network has been up and running for a while, there is a chance that it is backed up and not communicating with the VSSL devices properly. Start by rebooting your VSSL SX devices then give them a test. If that did not work, reboot your router. Sometimes the lights on the speakers and/or soundbar will turn on and pulse blue or flash green when in use which can be an indicator that the network is backed up. 
• Last resort: Factory reset then set up again