Beoplay M5 UNABLE TO SETUP WITH THE B&O APP

3 replies

ippo (archived2)

Bronze

2 posts

Posted September 17, 2020 at 14:12 GMT

Hello guys,

my problem is that i cannot setup the speaker with the application , is giving an error that the ''setup failed could not find the product did you hear a sound etc...''

the led light is turning to white and i can confirm that the speaker is already connected to the wifi (checked through the web setup page & router) & also the speaker is working fine when is connected directly to bluetooth.

Also, using the beotool app i found that type no: 0000

item no : 0000000

serial no: 00000000

wireless signal quality excellent

software version: 1.15.18747.182285341

product overview : 1 online

the important thing is that i cannot finish the setup so i can be able to control treble bass … and of course pairing it for stereo sound.

if anybody has an idea or experiencing of what might be the problem happy to hear

very frustrated

thanks in advance !

Hiort

Gold

3593 posts

Posted September 17, 2020 at 16:36 GMT

#2143945

I recommend a factory reset.

(I´m quite sure that you cannot pair M5 in a stereo setup)

Location: Sweden

My B&O Icons:

BeoAnna (archived2)

Bronze

85 posts

Posted September 17, 2020 at 17:15 GMT

#2143946

Ow, I’m sorry to have to be the bearer of bad news here but your speaker needs to go back to your dealer for either a change of mainboard or full replacement. I had this exact same problem (“00000000” serial number) with my BeoSound 2 when I purchased it brand new, and my dealer gave me a choice of either waiting for B&O to send them a new mainboard with a correctly programmed serial number or a new speaker.

I opted for the later option.

While you’d imagine that B&O dealers would have the tools to manually key in erroneous product ID’s and serial numbers it is unfortunately not the case; my local dealer did offer to let me take a look at their diagnostics tools and it doesn’t offer any way for them to key in missing serial numbers.

This is not an uncommon problem though, so get in touch with your dealer and they’ll resolve this matter for you.

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