How To

If your parcel is showing signs of damage upon delivery, we recommend that you refuse to accept it.

The parcel will then be returned to our warehouse, and you will automatically receive a refund.

If you already accepted your parcel, please take pictures of the damage(s) before opening the parcel.

We hope that the product(s) you have ordered are without any damage.

If the product(s) are damaged, please contact Customer Support as soon as possible, and no later than 2 days after receival of the parcel as we have a short window to process claims with our delivery partner.

Please note that you must keep all packaging, including the brown shipping box, while our Customer Support team is opening a claim with our delivery partner.

1. Ensure that your Harman Kardon One app device is less than 10m/33ft from the speaker during the initial set-up.
2. Ensure it is plugged into power and the power LED is illuminated.
3. Unplug the power cord, wait 10 seconds, reconnect the power cord and allow the speaker to power up.
4. Temporarily relocate either the speaker or router so that they are closer together. If the connection succeeds, the original location may be too far from the router to maintain a stable connection.
5. Try using a different device with the Harman Kardon ONE app installed and connected to your home network.

With some Blu-ray discs, you have to go to the Settings Menu of your Blu-ray player and select "Bitstream" or "Bitstream Native". This will carry the DTS HD Master signal to be decoded in the AVR, and the AVR front panel should show the correct text.

Yes, this is a normal characteristic of this system.

You might accidentally pressed volume- and surround button at the same time. This combination activate a special demo mode for the product. To stop the demo mode, either perform a full reset by holding down volume+ and surround button for 5 seconds or when power is on, press volume- and surround button again for 5 seconds.

Do not worry, pairing both devices is easy and quick. Press the "pairing" button on the back of the Omni Bar, then press "pairing" button on the subwoofer. They will start communicating with each other, and when both devices show white light in the LED on the back, that indicates that they are paired.

If your tracking has no updates for more than 3 days, please contact Customer Support for further assistance.

Please note that larger products, such as most party boxes, soundbars, and subwoofers will be delivered via a lorry on a pallet with our delivery partner for large shipments, DB Schenker. If so, you will receive an email from DB Schenker from which you need to schedule a delivery appointment. For more information about shipments via lorry on a pallet, see here: https://support.harmanaudio.com/gb/en/customer-service/large-shipments.html

If you have not received your parcel even though your tracking is stating that it was delivered, please contact Customer Support as soon as possible, for us to locate your parcel.

Please note that if you, at your own risk, have granted our delivery partner permission to deliver the parcel when you are not at home, we are unfortunately unable to open a claim with our delivery partner.

What you need first

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

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.

   1. On your iOS device Home screen, tap Settings > Bluetooth 

   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"
7. If you are using an Android device, you need to turn on Bluetooth and Location Services.
   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" .

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

Troubleshooting

Step 1. Reboot your Citation device 

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

Step 2. Force close and relaunch the Google Home app      

1. From your Apple iOS device, do the following below:                   
   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.        
2. From your Android device, do the following below:              
   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.

 

Last thing to try​ 

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

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

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

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.

- Try to disconnect some devices from your Wi-Fi network. Some routers may have weak performance, which can cause issues and poor connection to all devices in your network. - If your router supports 5Ghz ( 802.11N or AC ) and you have devices that are capable of using 5 GHz Wi-Fi then switch to that specific network for best performance. - If you have a lot of ( Legacy / older than 5 years ) devices on 2.4GHz network, try limiting them to max. 6 connected simultaneously

In most cases when a Computer/PC/Laptop has issues connecting to a Bluetooth device (Portable speaker, Headphones, Active speakers), it's caused by your Computer/PC/Laptop's Bluetooth driver (software).

The driver (software) should support the following Bluetooth protocols, to be able to play music/sound from your Computer/PC/Laptop:

• A2DP (Advanced Audio Distribution Profile) driver for your Computer/PC/Headphones to transfer music.

• AVRCP (Audio/Video Remote Control Profile) driver to send skip/forward/pause/play music to your device

Always get the latest driver version available for your Computer/PC/Laptop.

To download the correct driver (software), visit the manufacturer's website of your Computer/PC/Laptop. They usually have a "Support/Download" section where you can find the correct driver. Otherwise, we advise you to contact their support.

Check if the tower and subwoofer’s LEDs are in solid white color. A blinking LED means a disconnection. In this case, hold RESET on the back of the tower or subwoofer for 5 seconds to enter pairing mode. On the touchscreen, tap “Speaker Setup” > “Pairing” > “Tower Setup” or “Subwoofer pairing”, then follow the onscreen instructions to pair with the digital hub again.