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Bose QuietComfort Ultra Headphones (2nd Gen)

Sold from 2025 – present

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No audio from product

If your product seems to be set up properly but does not produce sound, try the following:

No audio from product | Bose QuietComfort Ultra Headphones (2nd Gen)

If you are using USB Audio, try the following:

You can be connected to Bluetooth and and USB audio at the same time. 

Pressing the Power/BT button and the headphones will announce which audio source is currently active. Press again to switch to the other connection. (You may need to pause any currently playing media to hear the voice prompt). You will hear two chimes as it connects to the other source. 

Ensure your firmware is up to date

Though at launch only USB playback  was possible, support for 2-way USB audio (microphone + playback) was added in a recent update. See Updating Your Headphones for guidance on how to check and update your headphones.

Try connecting to a direct USB port instead of a hub

If you experience no audio when using a USB hub, try connecting the headphones directly to a USB port on your computer or laptop.

Try a different USB port

If you are already using a direct connection, try another USB port on your device.

Reseat the USB Cable

In some cases, the computer may not properly recognize a connected USB device. Disconnect the USB cable from both the headphones and the computer, then reconnect.

Try a different USB Cable

USB cables can become damaged over time.  Try a different cable.

Check the Audio settings of the VOIP(Voice over IP) program you are using. 

In your VOIP program (Teams/Discord/Zoom etc.) ensure mic and audio routing is setup correctly to use the headset and not another audio device.

+Advanced USB Audio Troubleshooting+

Reinstall the audio device driver

  1. In Windows, go to Device Manager 
  2. Select the headset (likely under Audio inputs and outputs) 
  3. Right-click, then select Properties 
  4. Select the Driver tab
  5. Uninstall Device
  6. Reboot your computer

Disable USB Power saving (Advanced)

  1. Press Windows key + X and select Device Manager
  2. Scroll down and expand Universal Serial Bus controllers.
  3. Right-click on each USB Root Hub  or Generic USB Hub and select Properties.
  4. Navigate to the Power Management tab.

  5. Check if the box for Allow the computer to turn off this device to save power is ticked.

  6. If the box is ticked, power saving is enabled for that USB port. If unticked, it is disabled.
  7. Repeat the process for all USB hubs listed under Universal Serial Bus controllers.

Bluetooth® operation is disabled while charging.

The headset begins charging when connected to a charger or powered USB jack. While charging, Bluetooth functionality is disabled. To play audio from and/or pair Bluetooth devices, disconnect the headset from the charger once it is sufficiently charged.

Alternatively, you can listen to audio while charging the headset by using the supplied backup audio cable.

Try connecting the device with the included audio cable

Note: When the audio cable is connected to the headphones:
  • Bluetooth® functionality is disabled
  • The headphones are not passive, therefore they must be powered on to work with the AUX cable
  • If the battery is depleted, you can use the USB charging cable and the AUX cable at the same time
  1. Connect the smaller end of the audio cable to the jack at the bottom of the left earcup
  2. Plug in the other end of the cable to the 1/8" (3.5 mm) headphone jack on your device.

Reboot the connected device.

Electronics might need to be reset from time-to-time—much like rebooting a computer. Power off the device, then power it back on and try again.

If adding a device to Windows 10, be sure to connect to the Bluetooth® device with the headset or speaker icon.

In Windows 10, your product shows up twice in the Bluetooth device list: once with a device icon and LE before the product name and once with a headphones or speaker icon. Select the option with the headphones or speaker icon. Do not select the LE listing.

Tip: If you already paired to the device icon, just connect your product again and choose the listing with the headphones or speaker icon. For more info, see Connecting a Bluetooth® device.

Windows 10 Add a device screen

Reboot your headphones.

This reset will not erase your product settings.
  1. If the USB charging cable or audio cable is connected to your headphones, disconnect it.
  2. Connect a USB charging cable and charger to a power outlet. You can also connect the USB cable to a USB port on a computer that is powered on.
    Note: Do not connect your headphones to the USB cable yet.
  3. On your headphones, press and hold the Power/Bluetooth® button.
  4. While continuing to hold the button, connect the USB cable to the left earcup. The Power light on your headphones will quickly blink twice.
  5. Once connected, wait two seconds and then release the Power/Bluetooth button.
    Tip: If your headphones don't respond after this, reset them a second time.

Try a different app.

If the issue only occurs with a particular app, it is likely related to the app or app settings.

Determine if the issue occurs with another Bluetooth® device.

The source device currently paired to your product may be causing the issue. Try pairing a different Bluetooth source to see if the issue is isolated to that device.

Clear your product's memory of previously paired Bluetooth® devices, then reconnect.

Your product remembers the last several devices it connected to so it can quickly reconnect to them. In case of an issue with the device memory, clear it, then reconnect your device. For more info, see Clearing the product memory of paired Bluetooth® devices and Connecting a Bluetooth® device.

Remove your product from the memory of the Bluetooth® device, then try again.

In the Bluetooth settings of the Bluetooth device, find the list of previously connected products. Remove your product from the list, then reconnect it to the device. For more info, see Connecting a Bluetooth® device.

If connected, bypass any adapters or extension cables.

If your product connects to the device using an extension cable or adapter, disconnect the extension cable or adapter to determine if the issue is related to it.

If using a wired connection, please ensure the headphones are turned on

The headphones feature proprietary Bose active EQ (which provides incredible, life-like sound, in conjunction with a personalized listening experience powered by CustomTune technology).

In order for this to function, the Headphones must be powered on, even when wired.

Check the condition of the headphone cable.

If the plug or any part of the cable is damaged, replace the headphone cable.

If you are trying to play audio over USB

These headphones do not support USB audio.
Try playing music over the 3.5mm auxillary cable or Bluetooth instead.
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