This is the question that we are asked most often. When using the Bose app, clients can see some rooms that work fine and others that appear “Grayed Out” and don’t respond. When a room is “grayed out” it means that particular Soundtouch device isn’t connected to your Wi-Fi network. This can happen when your Internet service had dropped out or if you changed routers or Internet provider. If you haven’t changed routers or Internet provider, the fix is often simple. Here are a few steps you can try on your own before scheduling a service call. First, turn your phone with the Soundtouch app off, wait 30 seconds, and turn the phone back on and see if the rooms are no longer grayed out. If the rooms are still grayed out, unplug the Soundtouch device, wait 60 seconds and see if the rooms now appear. If the rooms are still grayed out, then try resetting your router by unplugging the router, wait 60 seconds, than plug the router back in. If this doesn’t work, there is one last thing to try. Open the Bose app and tap the 3 bars in the upper left hand corner. From the drop down menu, select “Settings”. From the “Settings” menu, select “Add or Reconnect Speaker”. From there, just follow the on screen directions. If this doesn’t solve your problem and you would like to schedule a service call, please give us a call @ 888-775-2673. Please visit our website @ www.wbsouth.com.