{"totalSize":21,"done":true,"searchRecords":[{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xmb3AAC"},"Title":"HK Citation: What you need to get started","Id":"ka25d000000Xmb3AAC","ArticleNumber":"000017308","Question__c":"Before you start installing your new device","Process__c":"

Getting started with the checklist

\n\n

• A Harman Kardon Citation device(s).
• Latest version of the Google Home app installed on your mobile device. 
• Latest version of the Google app  (Android only) installed on your mobile device
• A Google Account (you can create one online via Google).
• A mobile device with either iOS or Android support.\n\t
  • ​Must have iOS 10 or higher
  • Must have Android 5.0 and higher
  • There is no support for PC set up.
  \n\t
• Your mobile device must support 5 GHz Wireless Network connection in order to set up our Harman Kardon Citation device. Note: Wireless Network with WPA2-Enterprise encryption is not supported.
• An internet connection from your local ISP (Internet Service Provider).
• Your Wireless Network must secured with WPA2 Encryption (Enterprise mode NOT supported). 
• Availability and performance of certain features, services and applications are device- and network-dependent and may not be available in all areas; subscription(s) may be required, and additional terms, conditions and/or charges may apply.

\nOnce you have all requirement and what is needed then follow the video below that shows you how to install your device.

 ","Answer__c":"

Getting started with the checklist

\n\n

• A Harman Kardon Citation device(s).
• Latest version of the Google Home app installed on your mobile device. 
• Latest version of the Google app  (Android only) installed on your mobile device
• A Google Account (you can create one online via Google).
• A mobile device with either iOS or Android support.\n\t
  • ​Must have iOS 10 or higher
  • Must have Android 5.0 and higher
  • There is no support for PC set up.
  \n\t
• Your mobile device must support 5 GHz Wireless Network connection in order to set up our Harman Kardon Citation device. Note: Wireless Network with WPA2-Enterprise encryption is not supported.
• An internet connection from your local ISP (Internet Service Provider).
• Your Wireless Network must secured with WPA2 Encryption (Enterprise mode NOT supported). 
• Availability and performance of certain features, services and applications are device- and network-dependent and may not be available in all areas; subscription(s) may be required, and additional terms, conditions and/or charges may apply.

\nOnce you have all requirement and what is needed then follow the video below that shows you how to install your device.

 ","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000WOdrAAG"},"Title":"CITATION OASIS: Software Update Release Notes","Id":"ka25d000000WOdrAAG","ArticleNumber":"000043754","Question__c":"CITATION OASIS: Software Update Release Notes","Process__c":"

CITATION OASIS

Software Update Release Notes

------------------------------------------------------------------------

Version:  94384

Release Date: May 20, 2024

Release Media: OTA (over the air) Automatic Update

 

What’s New

1. Fix security issue

------------------------------------------------------------------------

Version: 94340

Release Date: January 22, 2024

Release Media: OTA (over the air) Automatic Update

 

What’s New

1. Update to Google SDK 1.56
2. Fixed DAB stations not appearing in scan list
3. Fixed issue with radio powering on without user input
4. Improved performance
5. Fixed bugs

","Answer__c":"

CITATION OASIS

Software Update Release Notes

------------------------------------------------------------------------

Version:  94384

Release Date: May 20, 2024

Release Media: OTA (over the air) Automatic Update

 

What’s New

1. Fix security issue

------------------------------------------------------------------------

Version: 94340

Release Date: January 22, 2024

Release Media: OTA (over the air) Automatic Update

 

What’s New

1. Update to Google SDK 1.56
2. Fixed DAB stations not appearing in scan list
3. Fixed issue with radio powering on without user input
4. Improved performance
5. Fixed bugs

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xm4dAAC"},"Title":"HK Citation: Recording conversation","Id":"ka25d000000Xm4dAAC","ArticleNumber":"000019976","Question__c":"Does the Citation speaker record all my conversations?","Process__c":"No, the Citation speaker does not store any conversations, it listens only for a few seconds and then deletes the file. Only when using "OK, Google" or "Hey, Google" will it start recording your question in order for Google Assistant to fulfill your request. You can always delete all your recordings via "My activity" settings under your Google Account.","Answer__c":"No, the Citation speaker does not store any conversations, it listens only for a few seconds and then deletes the file. Only when using "OK, Google" or "Hey, Google" will it start recording your question in order for Google Assistant to fulfill your request. You can always delete all your recordings via "My activity" settings under your Google Account.","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xm6KAAS"},"Title":"Google Assistant Not Making/Taking Phone Calls","Id":"ka25d000000Xm6KAAS","ArticleNumber":"000039494","Question__c":"Google Assistant Not Making/Taking Phone Calls","Process__c":"

As of December 1, 2022, Google Assistant on third party smart displays, soundbars, and speakers are no longer able to make a voice call to a landline or mobile number on the carrier network. Voice-over-IP calls continue to work. This is due to the ongoing infrastructure improvements.

 

Please click here to see Google’s official statement/article explaining this.

","Answer__c":"

As of December 1, 2022, Google Assistant on third party smart displays, soundbars, and speakers are no longer able to make a voice call to a landline or mobile number on the carrier network. Voice-over-IP calls continue to work. This is due to the ongoing infrastructure improvements.

 

Please click here to see Google’s official statement/article explaining this.

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmZOAA0"},"Title":"HK Citation Oasis: How can I adjust the time?","Id":"ka25d000000XmZOAA0","ArticleNumber":"000018486","Question__c":"How to adjust the time","Process__c":"In the Google Home app, go to device settings and set up your home address again. The home address is where the Oasis sets its time zone. If changes are made, it may be necessary to reboot the speaker. Remove and reinsert the power cable to ensure that the changes take effect.
 ","Answer__c":"In the Google Home app, go to device settings and set up your home address again. The home address is where the Oasis sets its time zone. If changes are made, it may be necessary to reboot the speaker. Remove and reinsert the power cable to ensure that the changes take effect.
 ","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmOWAA0"},"Title":"HK Citation: Bluetooth pairing","Id":"ka25d000000XmOWAA0","ArticleNumber":"000025617","Question__c":"How to connect your Bluetooth smartphone or tablet","Process__c":"

Citation One and Citation 100

\n\n

1. Press the Bluetooth icon. Located on the top panel.
2. Go to -menuMake sure Bluetooth is 
3. Find your Citation speaker and connect.

\n          \n\n

1. You are now connected and ready to play music over Bluetooth, Enjoy!

\n\n

Citation 300, 500, Bar and Towers

\n\n

1. Swipe up on the display to find Bluetooth icon.
2. Tap Icon will light up Go to -menu Make sure Bluetooth is
3. Find your Citation speaker.

\n          \n\n

1. You are now connected and ready to play music over Bluetooth, Enjoy!

","Answer__c":"

Citation One and Citation 100

\n\n

1. Press the Bluetooth icon. Located on the top panel.
2. Go to -menuMake sure Bluetooth is 
3. Find your Citation speaker and connect.

\n          \n\n

1. You are now connected and ready to play music over Bluetooth, Enjoy!

\n\n

Citation 300, 500, Bar and Towers

\n\n

1. Swipe up on the display to find Bluetooth icon.
2. Tap Icon will light up Go to -menu Make sure Bluetooth is
3. Find your Citation speaker.

\n          \n\n

1. You are now connected and ready to play music over Bluetooth, Enjoy!

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmZ9AAK"},"Title":"HK Citation: How to create a Stereo pair","Id":"ka25d000000XmZ9AAK","ArticleNumber":"000018637","Question__c":"How to create a Stereo pair","Process__c":"If you have two of the same model Google Assistant speakers, you can create a stereo speaker system.\n

How to create a stereo pair...

\n\n

1. Open the Google Home app
2. Find the speaker you want to setup in stereo pair
3. Find the speaker/room
4. Tap on Settings
5. Go to Sound Settings
6. Find the Speaker pair
7. You are now entering the setup page Tap
8. Find your speaker under the Pair with list and tap.
9. Move the speaker to be Left or Right side and press \n\t
   1. You can tap on Play sound to identify which speaker it is.
   \n\t
10. Find a name for your Stereo pair
11. It takes a minute to complete the setup.
12. When the configuration is done it will say Ready
13. Press Done

\nYou have now completed the setup and created a Stereo pair sound experience.

NOTE 1:  This is only possible with two of the same speakers.  If they are not identical (Example: Citation 100 & Citation One), setting up a stereo pair will not be an option.

NOTE 2:  It is possible to make a stereo pair of a Mk1 with a Mk2. Setup as normal.
\nAirplay from the Mk2 will not be available.

NOTE 3: It is only possible to use Chromecast and Bluetooth in stereo, Airplay will be mono (and should be grouped in iOS Airplay menu.

 \n

","Answer__c":"If you have two of the same model Google Assistant speakers, you can create a stereo speaker system.\n

How to create a stereo pair...

\n\n

1. Open the Google Home app
2. Find the speaker you want to setup in stereo pair
3. Find the speaker/room
4. Tap on Settings
5. Go to Sound Settings
6. Find the Speaker pair
7. You are now entering the setup page Tap
8. Find your speaker under the Pair with list and tap.
9. Move the speaker to be Left or Right side and press \n\t
   1. You can tap on Play sound to identify which speaker it is.
   \n\t
10. Find a name for your Stereo pair
11. It takes a minute to complete the setup.
12. When the configuration is done it will say Ready
13. Press Done

\nYou have now completed the setup and created a Stereo pair sound experience.

NOTE 1:  This is only possible with two of the same speakers.  If they are not identical (Example: Citation 100 & Citation One), setting up a stereo pair will not be an option.

NOTE 2:  It is possible to make a stereo pair of a Mk1 with a Mk2. Setup as normal.
\nAirplay from the Mk2 will not be available.

NOTE 3: It is only possible to use Chromecast and Bluetooth in stereo, Airplay will be mono (and should be grouped in iOS Airplay menu.

 \n

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmbwAAC"},"Title":"HK Citation: Cleaning FAQ","Id":"ka25d000000XmbwAAC","ArticleNumber":"000016808","Question__c":"How to properly clean the fabric around the speakers","Process__c":"Daily Care instructions for Citation speakers fabric (wool)\nDaily care and immediate stain removal will ensure that your Harman/Kardon Citation wool upholstery will keep looking good for many years.\nNever use undiluted cleaning agents, bleaching agents, ammonia or soap intended for hard surfaces, as this may damage the fabric and Citation speaker itself!\n\nMany types of stain can be removed using warm water with a microfiber cloth (not too wet).\nStain removal guide\nIf you act quickly with any stains on your Citation device then it is not difficult to remove or avoid any spill/stains.\nHere is how to do it.\n\nFirst, soak up the liquid with an absorbent napkin or Microfiber cloth.\nFor dried stains use a spoon to roughen the surface.\nTo avoid the stain spreading further start from the edge of the stain working towards the middle.\nWARNING!\nBe careful when using solvents, because these could dissolve the upholstery material beneath.\nRegular and normal cleaning\nVacuum frequently every week is the best way to keep the Harman/Kardon Citation fabric intact or use a varm wet Microfiber cloth.\nWhen using a vacuum cleaner, remember to set the power to half which is most appropriated to use for Citation devices (this will not harm the design or fabric).\n \n\n\nGeneral information\nThese tips are purely recommendations and cannot guarantee 100% stain removal on your Harman/Kardon Citation device.\nIn all cases, we recommend contacting a professional cleaning company, particularly for bigger stains and for thorough cleaning the wool fabric and speaker.\nHARMAN do not have any recommended companies or partners to redirect any customers too.\n\nFor furter information we advise visiting the fabric company called KVADRAT by clicking on these links below:\nhttps://kvadrat.dk/care-and-maintenance/upholsteries\nhttps://kvadrat.dk/download/media/download-section/relatedfiles/kvadrat-maintenance-manual-2016-uk.pdf \n\nThere are a lot of information about the fabric we are using and you can contact them for further information.","Answer__c":"Daily Care instructions for Citation speakers fabric (wool)\nDaily care and immediate stain removal will ensure that your Harman/Kardon Citation wool upholstery will keep looking good for many years.\nNever use undiluted cleaning agents, bleaching agents, ammonia or soap intended for hard surfaces, as this may damage the fabric and Citation speaker itself!\n\nMany types of stain can be removed using warm water with a microfiber cloth (not too wet).\nStain removal guide\nIf you act quickly with any stains on your Citation device then it is not difficult to remove or avoid any spill/stains.\nHere is how to do it.\n\nFirst, soak up the liquid with an absorbent napkin or Microfiber cloth.\nFor dried stains use a spoon to roughen the surface.\nTo avoid the stain spreading further start from the edge of the stain working towards the middle.\nWARNING!\nBe careful when using solvents, because these could dissolve the upholstery material beneath.\nRegular and normal cleaning\nVacuum frequently every week is the best way to keep the Harman/Kardon Citation fabric intact or use a varm wet Microfiber cloth.\nWhen using a vacuum cleaner, remember to set the power to half which is most appropriated to use for Citation devices (this will not harm the design or fabric).\n \n\n\nGeneral information\nThese tips are purely recommendations and cannot guarantee 100% stain removal on your Harman/Kardon Citation device.\nIn all cases, we recommend contacting a professional cleaning company, particularly for bigger stains and for thorough cleaning the wool fabric and speaker.\nHARMAN do not have any recommended companies or partners to redirect any customers too.\n\nFor furter information we advise visiting the fabric company called KVADRAT by clicking on these links below:\nhttps://kvadrat.dk/care-and-maintenance/upholsteries\nhttps://kvadrat.dk/download/media/download-section/relatedfiles/kvadrat-maintenance-manual-2016-uk.pdf \n\nThere are a lot of information about the fabric we are using and you can contact them for further information.","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xma7AAC"},"Title":"HK CITATION and LINK Music/Portable: Chromecast is not working after AirPlay setup","Id":"ka25d000000Xma7AAC","ArticleNumber":"000018104","Question__c":"I am trying to use Chromecast, but it is not working after the setup.","Process__c":"To use Chromecast, you must continue the setup in the Google Home app first.
Configuring the speaker only with Apple WAC will not enable the Chromecast feature.
For this to happen, you must sign-in with your Google account.

You can quickly try out the Chromecast feature, and if you do not like it, reset your Citation or LINK speaker, and redo the configuration part on your Apple device.","Answer__c":"To use Chromecast, you must continue the setup in the Google Home app first.
Configuring the speaker only with Apple WAC will not enable the Chromecast feature.
For this to happen, you must sign-in with your Google account.

You can quickly try out the Chromecast feature, and if you do not like it, reset your Citation or LINK speaker, and redo the configuration part on your Apple device.","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xm5nAAC"},"Title":"HK CITATION: Low budget Android phones","Id":"ka25d000000Xm5nAAC","ArticleNumber":"000019995","Question__c":"I am using an Android phone and cannot set up my Citation speaker","Process__c":"Please try turning Bluetooth off on your phone and trying again, and make sure Location services are enabled for the Google Home app.\n\nIf this does not work, certain phones are not compatible with the Google Home setup process, including the Vivo X21A, Vivo NEX S, and Vivo X9. Please use a different device for setup.","Answer__c":"Please try turning Bluetooth off on your phone and trying again, and make sure Location services are enabled for the Google Home app.\n\nIf this does not work, certain phones are not compatible with the Google Home setup process, including the Vivo X21A, Vivo NEX S, and Vivo X9. Please use a different device for setup.","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmZpAAK"},"Title":"JBL & HK WiFi Speakers: Speaker connected through Device Utility app, but not found in Google Home app","Id":"ka25d000000XmZpAAK","ArticleNumber":"000018240","Question__c":"I have connected my speaker using the Device Utility app, but the Google Home app cannot find the speaker. What should I do?","Process__c":"Close and restart the Google Home app, or restart your phone. Start the Google Home app again, and the speaker should now appear.
 ","Answer__c":"Close and restart the Google Home app, or restart your phone. Start the Google Home app again, and the speaker should now appear.
 ","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmZAAA0"},"Title":"HK Citation: Wi-Fi network not found during setup","Id":"ka25d000000XmZAAA0","ArticleNumber":"000018624","Question__c":"Learn how to troubleshoot when you can’t connect your Google Assistant device to your home Wi-Fi network.","Process__c":"

The Checklist

\n\n

Let us walk-through a list of things needed to ensure every requirement is met.

\n\n

1. Check your mobile device if that is able to connect to same Wireless network.
2. Make sure you are within range of your Wireless router.
3. Check the Wireless signal on your mobile device, does it have a weak signal then move closer to the router.
4. Try both Wireless network bands 2.4GHz and 5GHz in case one of them are failing.\n\t
   1. You will have longer range with 2.4GHz, but less performance and most of the times a crowded network (many devices are using 2.4GHz band).
   2. You will have less interference with 5GHz and higher performance, however, the range of the 5GHz network has shorter range.
   \n\t
5. Try using a different mobile device, if you have one.
6. Reboot your Wireless network router and your mobile device.

\nWatch the video below for help with setting up your Google Assistant device.\n\n

\n\n

Wireless Network Extender

\n\n

Some houses or apartments can be too big for one Wireless network router to cover it all.
Let's talk about the issues that might appear with an Extender network.

\n\n

1. Network Extenders that will help cover poor signal in your home, often results in poor connection and low speed performance.
2. Often the Network Extender is a low budget device or not suited for having too many devices attached to it.
3. Placement of the speaker is crucial as you can put it in a place where it could connect to either main Wireless router or the Extender, that will confuse Wireless network devices.
4. To solve this issue, try move the speaker closer to main router or have fewer devices attached to your Wireless Extender.
5. In addition, always use 5GHz connection between your Network extender and main router (best solution and performance).

\n\n

One Wireless Network Name (SSID)

\n\n

1. You may have set the Wireless Network SSID (Wi-Fi network name) to one big Wireless network (With a main router + Extender(s).
2. If the Wireless speaker is within range of both Wireless networks (Main router & Extender) then it can get confused with which one to connect to.
3. To solve this issue, using two different name for your extended network will help with the performance of the Wireless connected speaker and Google Assistant request.

\n\n

 

","Answer__c":"

The Checklist

\n\n

Let us walk-through a list of things needed to ensure every requirement is met.

\n\n

1. Check your mobile device if that is able to connect to same Wireless network.
2. Make sure you are within range of your Wireless router.
3. Check the Wireless signal on your mobile device, does it have a weak signal then move closer to the router.
4. Try both Wireless network bands 2.4GHz and 5GHz in case one of them are failing.\n\t
   1. You will have longer range with 2.4GHz, but less performance and most of the times a crowded network (many devices are using 2.4GHz band).
   2. You will have less interference with 5GHz and higher performance, however, the range of the 5GHz network has shorter range.
   \n\t
5. Try using a different mobile device, if you have one.
6. Reboot your Wireless network router and your mobile device.

\nWatch the video below for help with setting up your Google Assistant device.\n\n

\n\n

Wireless Network Extender

\n\n

Some houses or apartments can be too big for one Wireless network router to cover it all.
Let's talk about the issues that might appear with an Extender network.

\n\n

1. Network Extenders that will help cover poor signal in your home, often results in poor connection and low speed performance.
2. Often the Network Extender is a low budget device or not suited for having too many devices attached to it.
3. Placement of the speaker is crucial as you can put it in a place where it could connect to either main Wireless router or the Extender, that will confuse Wireless network devices.
4. To solve this issue, try move the speaker closer to main router or have fewer devices attached to your Wireless Extender.
5. In addition, always use 5GHz connection between your Network extender and main router (best solution and performance).

\n\n

One Wireless Network Name (SSID)

\n\n

1. You may have set the Wireless Network SSID (Wi-Fi network name) to one big Wireless network (With a main router + Extender(s).
2. If the Wireless speaker is within range of both Wireless networks (Main router & Extender) then it can get confused with which one to connect to.
3. To solve this issue, using two different name for your extended network will help with the performance of the Wireless connected speaker and Google Assistant request.

\n\n

 

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XqvyAAC"},"Title":"Wi-Fi network not found during setup","Id":"ka25d000000XqvyAAC","ArticleNumber":"000020177","Question__c":"Learn how to troubleshoot when you can’t connect your Google Assistant device to your home Wi-Fi network.","Process__c":"

The Checklist

\n\n

Let us walk-through a list of things needed to ensure every requirement is met.

\n\n

1. Check your mobile device if that is able to connect to same Wireless network.
2. Make sure you are within range of your Wireless router.
3. Check the Wireless signal on your mobile device, does it have a weak signal then move closer to the router.
4. Try both Wireless network bands 2.4GHz and 5GHz in case one of them are failing.\n\t
   1. You will have longer range with 2.4GHz, but less performance and most of the times a crowded network (many devices are using 2.4GHz band).
   2. You will have less interference with 5GHz and higher performance, however, the range of the 5GHz network has shorter range.
   \n\t
5. Try using a different mobile device, if you have one.
6. Reboot your Wireless network router and your mobile device.

\nWatch the video below for help with setting up your Google Assistant device.\n\n

\n\n

Wireless Network Extender

\n\n

Some houses or apartments can be too big for one Wireless network router to cover it all.
Let's talk about the issues that might appear with an Extender network.

\n\n

1. Network Extenders that will help cover poor signal in your home, often results in poor connection and low speed performance.
2. Often the Network Extender is a low budget device or not suited for having too many devices attached to it.
3. Placement of the speaker is crucial as you can put it in a place where it could connect to either main Wireless router or the Extender, that will confuse Wireless network devices.
4. To solve this issue, try move the speaker closer to main router or have fewer devices attached to your Wireless Extender.
5. In addition, always use 5GHz connection between your Network extender and main router (best solution and performance).

\n\n

One Wireless Network Name (SSID)

\n\n

1. You may have set the Wireless Network SSID (Wi-Fi network name) to one big Wireless network (With a main router + Extender(s).
2. If the speaker is within range of both Wireless networks (Main router & Extender) then it can get confused with which one to connect to.
3. To solve this issue, using two different name for your extended network will help with the performance of the Speaker and Google Assistant request.

\n\n

 

","Answer__c":"

The Checklist

\n\n

Let us walk-through a list of things needed to ensure every requirement is met.

\n\n

1. Check your mobile device if that is able to connect to same Wireless network.
2. Make sure you are within range of your Wireless router.
3. Check the Wireless signal on your mobile device, does it have a weak signal then move closer to the router.
4. Try both Wireless network bands 2.4GHz and 5GHz in case one of them are failing.\n\t
   1. You will have longer range with 2.4GHz, but less performance and most of the times a crowded network (many devices are using 2.4GHz band).
   2. You will have less interference with 5GHz and higher performance, however, the range of the 5GHz network has shorter range.
   \n\t
5. Try using a different mobile device, if you have one.
6. Reboot your Wireless network router and your mobile device.

\nWatch the video below for help with setting up your Google Assistant device.\n\n

\n\n

Wireless Network Extender

\n\n

Some houses or apartments can be too big for one Wireless network router to cover it all.
Let's talk about the issues that might appear with an Extender network.

\n\n

1. Network Extenders that will help cover poor signal in your home, often results in poor connection and low speed performance.
2. Often the Network Extender is a low budget device or not suited for having too many devices attached to it.
3. Placement of the speaker is crucial as you can put it in a place where it could connect to either main Wireless router or the Extender, that will confuse Wireless network devices.
4. To solve this issue, try move the speaker closer to main router or have fewer devices attached to your Wireless Extender.
5. In addition, always use 5GHz connection between your Network extender and main router (best solution and performance).

\n\n

One Wireless Network Name (SSID)

\n\n

1. You may have set the Wireless Network SSID (Wi-Fi network name) to one big Wireless network (With a main router + Extender(s).
2. If the speaker is within range of both Wireless networks (Main router & Extender) then it can get confused with which one to connect to.
3. To solve this issue, using two different name for your extended network will help with the performance of the Speaker and Google Assistant request.

\n\n

 

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xmb0AAC"},"Title":"HK CITATION: Not showing up in Google Home app","Id":"ka25d000000Xmb0AAC","ArticleNumber":"000017330","Question__c":"Not visible in the Google Home app during install","Process__c":"

What you need first

\n\n

Make sure that the device is installed on your Wireless network, by ensuring these steps below:

\n\n

1. You have the most recent version of the Google Home app installed 
2. Your Citation device is powered on
3. Your Citation device is plugged into a wall outlet.
4. The Citation device is located near your router 
5. The white LED lights in front of the Citation device are blinking 
6. If you are using an Apple iOS device, you need to turn on Bluetooth to installed the device.\n\t
   1. \n\t\t

      On your iOS device Home screen, tap Settings > Bluetooth 

      \n\t\t
   2. Make sure Bluetooth is on
   3. Return back to the Google Home app 
   4. Your Citation device should appear as "Set up this device"
   \n\t
7. If you are using an Android device, you need to turn on Bluetooth and Location Services.\n\t
   1. On your Android device, tap Settings.
   2. Find Bluetooth settings > Make sure Bluetooth is on
   3. Tap Location > Turn on location 
   4. Tap Settings > Apps > Google Home app > Permissions.
   5. Next to "Location",  check the slider is on.
   6. Your Citation device should appear as "Set up this device" .
   \n\t

\nIf you are still having trouble discovering your Citation devices in the Google Home app, follow the steps below for further troubleshooting.\n\n

Troubleshooting

\n\n

Step 1. Reboot your Citation device 

\n\n

1. Disconnect the power cable from your Citation device 
2. Reconnect power cable to your Citation device 

\n\n

Step 2. Force close and relaunch the Google Home app      

\n\n

1. From your Apple iOS device, do the following below:                   \n\t
   1. Press the Home button two times quickly. There will be a small preview of your recently used apps.      
   2. Select the app you want to close and swipe up towards the top of the screen.
   3. Launch the Google Home app again.        
   \n\t
2. From your Android device, do the following below:              \n\t
   1. Launch the Recent Applications menu to see small previews of your recently used apps. The Recent Apps button, a square icon, should be accessible at nearly any time along the bottom of the screen along with the other buttons on the virtual task bar.
   2. Select the app you want to close and swipe left or tap the X.
   3. Launch the Google Home app again.
   \n\t

\n \n\n

Last thing to try​ 

\n\n

If you are still experiencing issues with your Citation device not connecting to your Wireless network, try the following:

\n\n

1. \n\t

   Try finding another mobile device to set up your Citation device, sometimes it can help connecting your speaker 

   \n\t
2. \n\t

   Relocate your Citation device, or try to disable other Wireless network devices that might cause interference for your Citation device.

   \n\t
3. Perform a factory reset of your device, by holding down the reset button for more than 5 seconds.
4. Reboot your Wireless router           
5. Lastly, try turning Wi-Fi off and then back on again on your mobile device. Reopen your Google Home app and try again.

","Answer__c":"

What you need first

\n\n

Make sure that the device is installed on your Wireless network, by ensuring these steps below:

\n\n

1. You have the most recent version of the Google Home app installed 
2. Your Citation device is powered on
3. Your Citation device is plugged into a wall outlet.
4. The Citation device is located near your router 
5. The white LED lights in front of the Citation device are blinking 
6. If you are using an Apple iOS device, you need to turn on Bluetooth to installed the device.\n\t
   1. \n\t\t

      On your iOS device Home screen, tap Settings > Bluetooth 

      \n\t\t
   2. Make sure Bluetooth is on
   3. Return back to the Google Home app 
   4. Your Citation device should appear as "Set up this device"
   \n\t
7. If you are using an Android device, you need to turn on Bluetooth and Location Services.\n\t
   1. On your Android device, tap Settings.
   2. Find Bluetooth settings > Make sure Bluetooth is on
   3. Tap Location > Turn on location 
   4. Tap Settings > Apps > Google Home app > Permissions.
   5. Next to "Location",  check the slider is on.
   6. Your Citation device should appear as "Set up this device" .
   \n\t

\nIf you are still having trouble discovering your Citation devices in the Google Home app, follow the steps below for further troubleshooting.\n\n

Troubleshooting

\n\n

Step 1. Reboot your Citation device 

\n\n

1. Disconnect the power cable from your Citation device 
2. Reconnect power cable to your Citation device 

\n\n

Step 2. Force close and relaunch the Google Home app      

\n\n

1. From your Apple iOS device, do the following below:                   \n\t
   1. Press the Home button two times quickly. There will be a small preview of your recently used apps.      
   2. Select the app you want to close and swipe up towards the top of the screen.
   3. Launch the Google Home app again.        
   \n\t
2. From your Android device, do the following below:              \n\t
   1. Launch the Recent Applications menu to see small previews of your recently used apps. The Recent Apps button, a square icon, should be accessible at nearly any time along the bottom of the screen along with the other buttons on the virtual task bar.
   2. Select the app you want to close and swipe left or tap the X.
   3. Launch the Google Home app again.
   \n\t

\n \n\n

Last thing to try​ 

\n\n

If you are still experiencing issues with your Citation device not connecting to your Wireless network, try the following:

\n\n

1. \n\t

   Try finding another mobile device to set up your Citation device, sometimes it can help connecting your speaker 

   \n\t
2. \n\t

   Relocate your Citation device, or try to disable other Wireless network devices that might cause interference for your Citation device.

   \n\t
3. Perform a factory reset of your device, by holding down the reset button for more than 5 seconds.
4. Reboot your Wireless router           
5. Lastly, try turning Wi-Fi off and then back on again on your mobile device. Reopen your Google Home app and try again.

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xm5OAAS"},"Title":"HK CITATION OASIS: Problems connecting to WiFi using iPhone","Id":"ka25d000000Xm5OAAS","ArticleNumber":"000019038","Question__c":"Problems connecting to WiFi network using an iPhone","Process__c":"If you are experiencing issues when setting up your HK Citation Oasis to your WiFi network using the Google Home app, then please turn Bluetooth off on your phone, then turn Bluetooth back on again and try the setup again.","Answer__c":"If you are experiencing issues when setting up your HK Citation Oasis to your WiFi network using the Google Home app, then please turn Bluetooth off on your phone, then turn Bluetooth back on again and try the setup again.","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmOZAA0"},"Title":"HK Citation: Setup instructions iOS","Id":"ka25d000000XmOZAA0","ArticleNumber":"000025602","Question__c":"Setup instructions for Apple iOS devices","Process__c":"

1. Power on your Harman Kardon Citation speaker.
2. Verify that you are connected to the right Wi-Fi network on your smartphone.
3. Open your Google Home app .
4. Enable Bluetooth
5. First option Tap Add Set up device Set up new devices in your home
6. Second  option Tap X device found Select Home location
7. Follow the instruction on screen to add your new Harman Kardon Citation speaker.

\n\n\n

Still not sure how to connect, then watch this video below:

\n\n\n

 

","Answer__c":"

1. Power on your Harman Kardon Citation speaker.
2. Verify that you are connected to the right Wi-Fi network on your smartphone.
3. Open your Google Home app .
4. Enable Bluetooth
5. First option Tap Add Set up device Set up new devices in your home
6. Second  option Tap X device found Select Home location
7. Follow the instruction on screen to add your new Harman Kardon Citation speaker.

\n\n\n

Still not sure how to connect, then watch this video below:

\n\n\n

 

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xm9IAAS"},"Title":"HK Citation: Not visible as Chromecast device","Id":"ka25d000000Xm9IAAS","ArticleNumber":"000033717","Question__c":"Sometimes my Chromecast enabled streaming app cannot see my Citation speaker. What should I do?","Process__c":""In certain network conditions, your speaker may not be visible from your streaming app. You can still use voice control to start & control playback.\n\nIf you wish to use your phone app to control playback, please power cycle your Citation speaker and your phone."","Answer__c":""In certain network conditions, your speaker may not be visible from your streaming app. You can still use voice control to start & control playback.\n\nIf you wish to use your phone app to control playback, please power cycle your Citation speaker and your phone."","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XlxpAAC"},"Title":"HK Citation: 4 Amber LEDS","Id":"ka25d000000XlxpAAC","ArticleNumber":"000018609","Question__c":"The 4 LED dots change to amber on my Citation speaker. What does this mean?","Process__c":"The amber LED lights indicate that the microphone is muted and the Google Assistant will not react to any voice keywords until the microphone is unmuted.","Answer__c":"The amber LED lights indicate that the microphone is muted and the Google Assistant will not react to any voice keywords until the microphone is unmuted.","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XlyKAAS"},"Title":"HK CITATION: Wi-Fi Connection failed during setup","Id":"ka25d000000XlyKAAS","ArticleNumber":"000020093","Question__c":"What to do when Wireless network connection fails during setup","Process__c":"Let's run through some basic check marks to ensure we didn't miss anything while setting up your device.\n

1. Your Citation device is turned on
2. Check the password you have entered, and re-enter it again (typos can happen).
3. Make sure your mobile device has the initial support needed:\n\t
   1. Android 4.4 OS and higher
   2. Apple iOS 10 OS and higher
   3. The latest version of Google Home app
   \n\t
4. Your phone needs Bluetooth to be on 
5. Enable Location Service (Android only)
6. Plus you need to permit Google Home app to access your location on the phone (Android only).

\n\n

The basic check is done, and we are now moving into your Wireless network setup.

\n\n

1. Try moving your speaker closer to the Wireless network router 
2. Have you previously connected the speaker to your WiFi network?  If yes, look below or move to "Troubleshooting"\n\t
   1. Did you recently make any changes to your network, such as buying a new router, adding an extender, or maybe changed settings?
   2. \n\t\t

      Maybe your ISP (Internet Service Provider) did some changes, possibly even updating your Wireless router software.

      \n\t\t
   \n\t

\nIf you still are experiencing issues connecting the device to your Wireless network, let's do some further troubleshooting.\n\n

Troubleshooting

\n\n

1. Your WiFi router might need a reboot, unplug power for 1 minute and connect power again.\n\t
   1. While you are rebooting your WiFi router, we advise doing the same for your speaker. Simply disconnect power and reconnect power again.
   2. In case rebooting the speaker didn't work, let's try resetting your speaker by pressing the Reset Button for 5 seconds (Front LED will light up).
   \n\t
2. Go ahead with the setup again (remember to open Google Home app )
3. Reboot your mobile device

\n\n

WiFi Network Troubleshooting

\n\n

• Check your WiFi router settings. Be sure that UPnP (Universal Plug and Play) is enabled.
• Change Wireless channels on your WiFi router on 2.4G or 5G..\n\t
  • Avoid using other channels on 2.4G other than 1, 6 and 11. The rest are a NO-GO.
  • Keep a maximum of 8 devices in total on 2.4G (that is including our speakers).
  • Move products to WiFi 5G band, if they support it, to reduce the stress factor on the 2.4G band
  \n\t
• Check your WiFi router to see if there is a MAC address limitation.\n\t
  • MAC address limitation is when your router is set/fixed to a maximum of 20 devices (or whatever it may have been configured for).
  • When you want to add the 21st device your router will deny access because you have filled up the 20 devices.
  • You need to clear or delete old devices that are not in use anymore. This may require someone with technical knowledge.
  • We advise that you don't have any MAC address limitations at all.
  \n\t
• Avoid bad extenders (Cheap ones are often not powerful enough to deal with or handle the kind of data required to transmit high quality audio).\n\t
  • With extenders, the connection between "router and extender" is decreased by 50%.  That said, your data will be even slower,. having to processes it while the speed is decreased.
  \n\t

\nThere are more things you can do to optimize your WiFi router, but these above are the most common issues happening in users homes.

 ","Answer__c":"Let's run through some basic check marks to ensure we didn't miss anything while setting up your device.\n

1. Your Citation device is turned on
2. Check the password you have entered, and re-enter it again (typos can happen).
3. Make sure your mobile device has the initial support needed:\n\t
   1. Android 4.4 OS and higher
   2. Apple iOS 10 OS and higher
   3. The latest version of Google Home app
   \n\t
4. Your phone needs Bluetooth to be on 
5. Enable Location Service (Android only)
6. Plus you need to permit Google Home app to access your location on the phone (Android only).

\n\n

The basic check is done, and we are now moving into your Wireless network setup.

\n\n

1. Try moving your speaker closer to the Wireless network router 
2. Have you previously connected the speaker to your WiFi network?  If yes, look below or move to "Troubleshooting"\n\t
   1. Did you recently make any changes to your network, such as buying a new router, adding an extender, or maybe changed settings?
   2. \n\t\t

      Maybe your ISP (Internet Service Provider) did some changes, possibly even updating your Wireless router software.

      \n\t\t
   \n\t

\nIf you still are experiencing issues connecting the device to your Wireless network, let's do some further troubleshooting.\n\n

Troubleshooting

\n\n

1. Your WiFi router might need a reboot, unplug power for 1 minute and connect power again.\n\t
   1. While you are rebooting your WiFi router, we advise doing the same for your speaker. Simply disconnect power and reconnect power again.
   2. In case rebooting the speaker didn't work, let's try resetting your speaker by pressing the Reset Button for 5 seconds (Front LED will light up).
   \n\t
2. Go ahead with the setup again (remember to open Google Home app )
3. Reboot your mobile device

\n\n

WiFi Network Troubleshooting

\n\n

• Check your WiFi router settings. Be sure that UPnP (Universal Plug and Play) is enabled.
• Change Wireless channels on your WiFi router on 2.4G or 5G..\n\t
  • Avoid using other channels on 2.4G other than 1, 6 and 11. The rest are a NO-GO.
  • Keep a maximum of 8 devices in total on 2.4G (that is including our speakers).
  • Move products to WiFi 5G band, if they support it, to reduce the stress factor on the 2.4G band
  \n\t
• Check your WiFi router to see if there is a MAC address limitation.\n\t
  • MAC address limitation is when your router is set/fixed to a maximum of 20 devices (or whatever it may have been configured for).
  • When you want to add the 21st device your router will deny access because you have filled up the 20 devices.
  • You need to clear or delete old devices that are not in use anymore. This may require someone with technical knowledge.
  • We advise that you don't have any MAC address limitations at all.
  \n\t
• Avoid bad extenders (Cheap ones are often not powerful enough to deal with or handle the kind of data required to transmit high quality audio).\n\t
  • With extenders, the connection between "router and extender" is decreased by 50%.  That said, your data will be even slower,. having to processes it while the speed is decreased.
  \n\t

\nThere are more things you can do to optimize your WiFi router, but these above are the most common issues happening in users homes.

 ","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmZoAAK"},"Title":"JBL & HK WiFi speakers: Device needs to be activated before setup","Id":"ka25d000000XmZoAAK","ArticleNumber":"000018255","Question__c":"When trying to set up my speaker with the Google Home app, I get a message that says “Device needs to be activated before setup”. How do I proceed?","Process__c":"If you see this message, you must download the Device Utility app from the Google Play Store. Follow the instructions in the app to activate your speaker, and then return to the Google Home app to complete the setup.
 ","Answer__c":"If you see this message, you must download the Device Utility app from the Google Play Store. Follow the instructions in the app to activate your speaker, and then return to the Google Home app to complete the setup.
 ","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XmZmAAK"},"Title":"JBL & HK WiFi Speakers: WiFi network does not appear in list","Id":"ka25d000000XmZmAAK","ArticleNumber":"000018279","Question__c":"When using the Device Utility app to set up my speaker, my Wi-Fi network is not appearing in the list. How can I connect to my Wi-Fi network?","Process__c":"If the network does not appear, you can manually type in the network name (SSID) and password to connect.
 ","Answer__c":"If the network does not appear, you can manually type in the network name (SSID) and password to connect.
 ","ArticleType":"How_Tos__kav"}]}