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1515
10. TROUBLESHOOTING
Never try to repair the product yourself. If you have problems
using this product, check the following points before you request
services.
For more troubleshooting tips, visit the support page at
https://product.jbl.com/AUTHENTICS-200.html or
https://product.jbl.com/AUTHENTICS-500.html.
System
The unit will not turn on.
Check if the power cord is plugged into power and the
speaker.
The speaker has no response to button presses.
Disconnect and reconnect the power cable.
Bluetooth
A device cannot be connected with the speaker.
Check if you have enabled Bluetooth on the device.
If the speaker has been paired with another Bluetooth device,
re-enter the Bluetooth pairing mode (see “5.2.3 To connect
to another Bluetooth device”).
Poor audio quality from a connected Bluetooth device
The Bluetooth reception is poor. Move the source device
closer to the speaker, or remove any obstacle between the
source device and the speaker.
Wi-Fi
Failed to connect to Wi-Fi.
Make sure that Wi-Fi is turned on.
Make sure that you have selected the right network and
entered the correct password.
Make sure that your router or modem is turned on and within
the range.
In your router settings, make sure that you have set the
security type to WPA2 or auto.
Make sure that your speaker is connected to the same
wireless LAN as your smartphone or tablet.
If you have difculties in setting up Wi-Fi, hold and
together on the speaker until the status indicator slowly
pulses white.
Voice assistants
No response to the voice commands
Check that you have connected the speaker to your home
network (See “5.1 Connect to your home network”).
Check that you have started voice control with the correct
wake word (See “6.2 Talk to your voice assistants”).
Depending on the location of your speaker, the ambient
conditions may prevent the speaker from detecting the voice
commands. Avoid placing the speaker in a noisy place or
a place that is exposed to strong winds or echoes (sound
reections).
Make sure that the built-in microphones are not turned off or
covered.
Speak closer to the microphones.
Playback
AirPlay cannot nd the speaker as an AirPlay speaker for
music streaming.
On your Apple device, update the software to the latest
version: iOS 13.4 and later, macOS 10.15.4 and later, or
tvOS 14.3.
Make sure that your Apple device has been connected to the
same network as the speaker.
For a PC running iTunes for Windows, you can stream music
from your PC to the speaker through Bluetooth.
Music playback does not work smoothly when the sound
source switches from Bluetooth to Chromecast built-in,
AirPlay or Alexa.
The quality of audio casting and playback are dependent on
the trafc and coverage of the network that connects the
speaker and your casting devices, such as phones, tablets
and PCs.
The speaker is in the “Ofine” status in the Amazon Alexa
app or there are problems with Alexa MRM-related playback.
To recover the speaker, restore the speaker to its factory
settings by holding and together for more than
10 seconds.
No music playback on the Audio In source when the sound
source switches from Bluetooth to Audio In.
Disconnect and reconnect the 3.5mm audio cable to the
speaker.
No height sound effects of Dolby Atmos
Enjoy Dolby Atmos sound effects during Wi-Fi streaming.
Dolby Atmos is not supported for audio streaming over
Bluetooth.
Dolby Atmos Music is not supported on Authentics 200.
15


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