Hi Monica! Please try updating your soundbar to the latest firmware version (v.1009.2). You can update your firmware by Auto Update, using the SmartThings app, or by using a USB device. You can find the update on the product page of your HW-Q700A on the Samsung website. Should you still experience issues after the update, please reach out to Samsung Support at: 1-800-SAMSUNG, available 8AM - 12AM EST, 7 days a week, or Chat with us on Samsung.com: https://www.samsung.com/us/support/contact/ ^Tim