{"totalSize":15,"done":true,"searchRecords":[{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XjIlAAK"},"Title":"HK Citation: What you need to get started","Id":"ka25d000000XjIlAAK","ArticleNumber":"000017313","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/ka25d000000XjGRAA0"},"Title":"Google Assistant support: Device not responding to hotword","Id":"ka25d000000XjGRAA0","ArticleNumber":"000020169","Question__c":"Discover how to troubleshoot when your Google Assistant device isn’t responding to “Hey Google” or “Ok Google”.","Process__c":"","Answer__c":"","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XjAhAAK"},"Title":"HK Citation: Bluetooth pairing","Id":"ka25d000000XjAhAAK","ArticleNumber":"000025622","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/ka25d000000XjVOAA0"},"Title":"HK Citation: How to create a Stereo pair","Id":"ka25d000000XjVOAA0","ArticleNumber":"000018634","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/ka25d000000XjGPAA0"},"Title":"Google Assistant: Play music and more with the Google Assistant","Id":"ka25d000000XjGPAA0","ArticleNumber":"000020232","Question__c":"How to play music and more with your Google Assistant enabled smart speaker","Process__c":"This video shows how to play music and much more with your Google Assistant. You can practice all of your voice commands on your Harman/Kardon Citation or JBL LINK products.


","Answer__c":"This video shows how to play music and much more with your Google Assistant. You can practice all of your voice commands on your Harman/Kardon Citation or JBL LINK products.


","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XjJcAAK"},"Title":"HK Citation: Cleaning the speakers","Id":"ka25d000000XjJcAAK","ArticleNumber":"000016795","Question__c":"How to properly clean the fabric around the speakers","Process__c":"

Daily Care instructions for Citation speakers fabric (wool)

\n\n

Daily care and immediate stain removal will ensure that your Harman/Kardon Citation wool upholstery will keep looking good for many years.
Never use undiluted cleaning agents, bleaching agents, ammonia or soap intended for hard surfaces, as this may damage the fabric and Citation speaker itself!

\nMany types of stain can be removed using warm water with a microfiber cloth (not too wet). \n\n

Stain removal guide

\n\n

If you act quickly with any stains on your Citation device then it is not difficult to remove or avoid any spill/stains.
Here is how to do it.

\n\n

1. First, soak up the liquid with an absorbent napkin or Microfiber cloth.
2. For dried stains use a spoon to roughen the surface. \n\t
   1. To avoid the stain spreading further start from the edge of the stain working towards the middle.
   \n\t
3. WARNING!\n\t
   1. Be careful when using solvents, because these could dissolve the upholstery material beneath.
   \n\t

\n\n

Regular and normal cleaning

\n\n

Vacuum frequently every week is the best way to keep the Harman/Kardon Citation fabric intact or use a varm wet Microfiber cloth.
When 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

General information

\n\n

These tips are purely recommendations and cannot guarantee 100% stain removal on your Harman/Kardon Citation device.
In all cases, we recommend contacting a professional cleaning company, particularly for bigger stains and for thorough cleaning the wool fabric and speaker.
HARMAN do not have any recommended companies or partners to redirect any customers too.

For furter information we advise visiting the fabric company called KVADRAT by clicking on these links below:
https://kvadrat.dk/care-and-maintenance/upholsteries
https://kvadrat.dk/download/media/download-section/relatedfiles/kvadrat-maintenance-manual-2016-uk.pdf

There 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)

\n\n

Daily care and immediate stain removal will ensure that your Harman/Kardon Citation wool upholstery will keep looking good for many years.
Never use undiluted cleaning agents, bleaching agents, ammonia or soap intended for hard surfaces, as this may damage the fabric and Citation speaker itself!

\nMany types of stain can be removed using warm water with a microfiber cloth (not too wet). \n\n

Stain removal guide

\n\n

If you act quickly with any stains on your Citation device then it is not difficult to remove or avoid any spill/stains.
Here is how to do it.

\n\n

1. First, soak up the liquid with an absorbent napkin or Microfiber cloth.
2. For dried stains use a spoon to roughen the surface. \n\t
   1. To avoid the stain spreading further start from the edge of the stain working towards the middle.
   \n\t
3. WARNING!\n\t
   1. Be careful when using solvents, because these could dissolve the upholstery material beneath.
   \n\t

\n\n

Regular and normal cleaning

\n\n

Vacuum frequently every week is the best way to keep the Harman/Kardon Citation fabric intact or use a varm wet Microfiber cloth.
When 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

General information

\n\n

These tips are purely recommendations and cannot guarantee 100% stain removal on your Harman/Kardon Citation device.
In all cases, we recommend contacting a professional cleaning company, particularly for bigger stains and for thorough cleaning the wool fabric and speaker.
HARMAN do not have any recommended companies or partners to redirect any customers too.

For furter information we advise visiting the fabric company called KVADRAT by clicking on these links below:
https://kvadrat.dk/care-and-maintenance/upholsteries
https://kvadrat.dk/download/media/download-section/relatedfiles/kvadrat-maintenance-manual-2016-uk.pdf

There 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/ka25d000000XjJaAAK"},"Title":"HK Citation: Cleaning FAQ","Id":"ka25d000000XjJaAAK","ArticleNumber":"000016804","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/ka25d000000XjGOAA0"},"Title":"Google Assistant: Getting started with Google Assistant on a smart speaker","Id":"ka25d000000XjGOAA0","ArticleNumber":"000020239","Question__c":"How to use Google Assistant with a smart speaker","Process__c":"This video shows how to use a smart speaker that has Google Assistant built-in.
Our LINK series have Google Assistant built-in therefore you can practice your voice commands together with Harman/Kardon Citation or JBL LINK products

","Answer__c":"This video shows how to use a smart speaker that has Google Assistant built-in.
Our LINK series have Google Assistant built-in therefore you can practice your voice commands together with Harman/Kardon Citation or JBL LINK products

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000Xqw5AAC"},"Title":"JBL LINK: Wi-Fi network not found during setup","Id":"ka25d000000Xqw5AAC","ArticleNumber":"000020171","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 JBL LINK device 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 JBL LINK 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 JBL LINK device 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 JBL LINK Speaker and Google Assistant request.

\n\n

 

","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XjVPAA0"},"Title":"HK Citation: Wi-Fi network not found during setup","Id":"ka25d000000XjVPAA0","ArticleNumber":"000018629","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/ka25d000000XjIjAAK"},"Title":"HK CITATION: Not showing up in Google Home app","Id":"ka25d000000XjIjAAK","ArticleNumber":"000017334","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/ka25d000000XjAiAAK"},"Title":"HK Citation: Setup instructions Android","Id":"ka25d000000XjAiAAK","ArticleNumber":"000025610","Question__c":"Setup instructions for Android","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. Enable Bluetooth
4. Enable Location services
5. Open your Google Home app \n\t
   1. Make sure you have permitted the Google Home app to view your location.
   \n\t
6. First option Tap Add Set up device Set up new devices in your home
7. Second  option Tap X device found Select Home location
8. Follow the instruction on screen to add your new Harman Kardon Citation speaker.

\n
 \n

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

\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. Enable Bluetooth
4. Enable Location services
5. Open your Google Home app \n\t
   1. Make sure you have permitted the Google Home app to view your location.
   \n\t
6. First option Tap Add Set up device Set up new devices in your home
7. Second  option Tap X device found Select Home location
8. Follow the instruction on screen to add your new Harman Kardon Citation speaker.

\n
 \n

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

\n","ArticleType":"How_Tos__kav"},{"attributes":{"type":"Knowledge__kav","url":"/services/data/v45.0/sobjects/Knowledge__kav/ka25d000000XjAkAAK"},"Title":"HK Citation: Setup instructions iOS","Id":"ka25d000000XjAkAAK","ArticleNumber":"000025600","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/ka25d000000XjQKAA0"},"Title":"HK Citation: Not visible as Chromecast device","Id":"ka25d000000XjQKAA0","ArticleNumber":"000033721","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/ka25d000000XjJWAA0"},"Title":"HK CITATION: Lost connection to wireless network","Id":"ka25d000000XjJWAA0","ArticleNumber":"000016838","Question__c":"Wireless network connection is lost or not connected anymore","Process__c":"

Wireless Network connection is lost or not connected anymore

\n\n

In case you have lost the Wireless Network connection, recently changed your Wireless name/password, or changed your ISP (service provider), you may need to set up your Citation device again. 

Follow our steps below to try fixing the issue and reconnecting your device again.

\n\n

1. Open your Google Home app .
2. In the top right corner of the home screen, tap Devices  to see your available devices. 
3. Scroll to find the Citation device card. 
4. Tap SET UP and complete the setup steps.
5. All of your previous settings, account information is still attached to the speaker. You only need to add it again to your Wireless Network.

\nNote: The name of your Citation device might be a room name such as "Living Room Speaker", simply tap the SET UP.
 \n\n

Wireless Network connection failed

\nIf the above solution did not work and you still have issues with connecting to your new Wireless Network, then try following these steps:\n\n

1. Reboot your Wireless router. In many cases it can help a lot with a little reboot!
2. Reset your Citation device.\n\t
   1. Press and hold down the RESET BUTTON for 15 seconds, the front LED will light up indicating it has been reset.
   2. Your Citation device will now boot-up again. It can take roughly 45 seconds until it is ready.
   \n\t
3. Try to set it up again via your Google Home app

","Answer__c":"

Wireless Network connection is lost or not connected anymore

\n\n

In case you have lost the Wireless Network connection, recently changed your Wireless name/password, or changed your ISP (service provider), you may need to set up your Citation device again. 

Follow our steps below to try fixing the issue and reconnecting your device again.

\n\n

1. Open your Google Home app .
2. In the top right corner of the home screen, tap Devices  to see your available devices. 
3. Scroll to find the Citation device card. 
4. Tap SET UP and complete the setup steps.
5. All of your previous settings, account information is still attached to the speaker. You only need to add it again to your Wireless Network.

\nNote: The name of your Citation device might be a room name such as "Living Room Speaker", simply tap the SET UP.
 \n\n

Wireless Network connection failed

\nIf the above solution did not work and you still have issues with connecting to your new Wireless Network, then try following these steps:\n\n

1. Reboot your Wireless router. In many cases it can help a lot with a little reboot!
2. Reset your Citation device.\n\t
   1. Press and hold down the RESET BUTTON for 15 seconds, the front LED will light up indicating it has been reset.
   2. Your Citation device will now boot-up again. It can take roughly 45 seconds until it is ready.
   \n\t
3. Try to set it up again via your Google Home app

","ArticleType":"How_Tos__kav"}]}