REVISIONS

REV DESCRIPTION ENGINEER DATE

00 INITIAL RELEASE JIM SLOWEY 02/11
01 ADDED AUX-MAIN PCB SOFTWARE JIM SLOWEY 06/11
NOT MATCHED
02 ADDED BUTTON PCB FAILURE JIM SLOWEY 11/11
ISSUE
03 ADDED Q206 TURN ON VOLTAGE JIM SLOWEY 12/12
04 ADDED EMERGENCY UPDATE JIM SLOWEY 03/12
PROCESS
05 ADDED HOTEL MODE JIM SLOWEY 08/14/12
06 ADDED OPTICAL DOOR JIM SLOWEY 12/19/12
REPLACEMENT PROCEDURE

SIGNATURES REQUIRED PRINT NAME SIGNATURE

TSG REPRESENTATIVE JIM SLOWEY
CELL LEAD ERIC KAS
REPAIR SUPERVISOR DAVID CORN

TSG SPECIALIST DATE

JIM SLOWEY 08/2012 FRAMINGHAM, MA 01701-9168

APPLICAL DOCUMENTS: DESCRIPTION

AV20/35 CONTROL CONSOLE
SERVICE MANUAL 317084-SM TROUBLESHOOTING TIPS
OWNERS GUIDE 324446-0010

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PAGE 1 OF 5
 1. Preventative Repair Measures
Perform the following on all units returned for repair.

Product Check Action

AV20/35 Software revision Update the console and remote
to the latest version found on
http://updates.bose.com
AV35 Console type – iPhone compatibility (WWiP) If replacing the tuner PCB,
WWiP Console Non-WWiP ensure the proper one is used
Product Code Console Product according to the console type.
(first six digits of Code Tuner PCB descriptions in the
serial number) (first six digits of service manual are listed as
serial number)
either WWiP or Non-WWiP.
US 054581 051115 Reference the table to the left.
EURO 054582 051526
JAPAN 054583 051527
AP 054584 053582

2. Troubleshooting Tips

Product Symptom Check Action

AV20/35/AVM Optical door - See “Replacing Optical Door and
missing Spring” procedure at the end of
this document
AV20/35/AVM Console turns off Check the buttons on Replace button board
by itself/scrolls the console button
through sources – board. A button should
behaves as if a read open when not
console button is depressed and short
pressed when depressed. A
defective button will
measure some
resistance (not open)
when not depressed.
Measure between point
A and B
A B

A B
AV20/35/AVM Volume cannot be Unit could be in the Press and hold the Volume +
adjusted past a hotel mode – this mode and Volume – buttons to return
certain point. Unify sets a volume limit and the system to normal operation.
disabled disables unify
To set hotel mode:
Adjust the console to the desired
max volume. Press and hold the
Volume + and Volume – buttons

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 until the LED blinks twice. A
customer will not be able to
adjust the volume past the level
set. Unify will be disabled.
AV20/35 After replacing a Check if there is a Update the software. Perform
PCB, unit will not software mismatch the emergency software update
boot properly between the AUX and process if needed. See
MAIN PCB Emergency Update Process at
the end of this document.

AV20/35 Will not power on LED OFF Check power pack

Status Console LED Insert thumb drive loaded with
blinking Green software into front USB port –
– setup button the console will load the
LED blinking software and reboot. If the
Red console does not reboot after 5
minutes, the NOR FLASH is
corrupt and the Main PCB needs
to be replaced.
Blinking green Check for bent pin on console
and possibly power connector – if found,
turning orange replace console power
then red. connector and power pack.
Ensure Main PCB ribbon cable
at connector J8000 is fully
seated – both ends
Check the 3.3V supply
Replace Main PCB. It is likely
the NOR FLASH IC is corrupt,
which cannot be replaced
because of HDCP keys needing
to be installed at the factory.
Q708 on AUX PCB (part Replace Q708 if defective
Will not power on of reset circuit – see
theory of operation
section 13.3
AV20/35 No video/audio Using a pick to press on Re-solder HDMI connector
from device the HDMI connector
connected to a solder connection pins,
HDMI input. Other check for poor solder (a
HDMI inputs work. pin will move if not
soldered)
Visually check HDMI Replace HDMI connector
connector for damaged
pins
AV20/35 No video from U1003 – HDMI Receiver Replace Main PCB : U1003
devices connected failed - HDMI Receiver and
to any HDMI. Component Video Decoder –
BGA part difficult to replace
AV20/35 Poor Video – Software version Update software to latest
artifacts 01.03.02 and below
(sparkling) issue
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 AV20/35 No Audio The bass module Re-solder the bass module
connector J700 for poor connector J700
solder
Check Q206 Replace if defective. Q206 is in
the circuit which supplies the
10V to turn on the bass module
or sound bar.
AV20/35 Optical cable Missing optical input Replace optical input connector
connection is door
loose
AV20/35 Loose power Check power pack - Replace power pack if a good
connector some power packs connection cannot be made
require some force to
fully seat
AV20/35 Remote does not Is remote paired to Press and hold the console Mute
control console – console button and the remote OK button
batteries are good until the console LED blinks.
AV20/35 Remote button stuck Replace remote
AV20/35 Remote does not Software version issue Update software for remote –
control console – 01.01.00 (remote does place remote near console when
works after not wake up) updating. The console will send
removing and the update to the remote.
reinstalling
batteries
AV20/35 Remote IR output Software version Update software
does not work – 01.01.00 issue
batteries are good
AV35 2nd zone remote Check/set house code House code: Press setup button
does not operate – and room code – on console, select home wide;
batteries are good customer might have house code; press Stop button
incorrectly set the house on 2nd zone remote
code.
Room code: Remove 2nd zone
remote battery door and ensure
dip switches 6-7 are down and 9
is up (room code B).
Press the setup button on the
console, select home wide;
select room code – select room
code B.

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Emergency Update Process:

1. Remove power from the console

2. Insert thumb drive, with software, into the front USB port on the console.
3. Press and hold the VOLUME UP and VOLUME DOWN console buttons while connecting power
to the console.
4. After the console starts up, release the VOLUME UP and VOLUME DOWN buttons
5. Wait for the software to load – the console will re-boot when complete

During this process you might see a blank screen or the image below. Earlier software versions
displayed a blank screen when the emergency update mode was entered. Later versions display a
clock and hand.

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 Replacing Optical Door and Spring

Top of Opto Connector Housing

Step 1. Install the spring into the optical con-
nector housing as shown in Figure 1.

Step 2. Slide the Door, notch side facing out,

into the optical connector housing pin slots.
Refer to figure 2 and 3.

Step 3. With the door fully inserted, ensure the

spring tab is over the top of the door. Refer to
Figure 1. Spring inside Opto Connector figure 4. Ensure the door opens and closes
Housing freely.

Pin
360218-100S DOOR, OPTICAL CONNECTOR
Notch 360219-100S SPRING, OPTICAL CONNECTOR

Figure 2. Door Pins and Notch

Pin Slot

Figure 3. Door Pin Slots

Figure 4. Spring Tab over Door