Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.
Sorry to hear you’re having trouble.
Can you please clarify which specific device you're using?
That is not a valid model.
Is it a soundtouch?A lifestyle theater system?
Is it the soundtouch model 10 20 or 30?
Yes, I'm here, but please reply only once and give me a chance to respond back. When you send multiple replies you get lost in the queue.
I need to know specifically which model you have, what you are seeing on your phone is just a device id.
What you'll need to do as your first step here is determine which model you have, then do the software update on it (via usb memory stick or usb cable from your computer if you have the 10 model): https://worldwide.bose.com/downloads/en/web/soundtouch_updates_usb/page.html
Were you able to complete the update?