If sound is missing from the left or right ear while listening to your product, try the following:
This is normal: It may take a moment to switch sources if both sources are playing. During this time, it may seem like the new source is paused or the headset is not producing sound.
If you experience distortion, crackling, static, noise or unexpected poor sound quality from your product:
If the music or audio counter in the any music app, including the Bose App, does not stop while you are not using the earbuds, try the following:
If you hear excessive low frequencies from your product, the sound quality might be boomy, muffled or difficult to hear. To reduce the bass response and/or increase the treble response, try the following:
If you don't hear enough low frequency audio from your product, the sound quality might be tinny, shrill or lacking fullness. To increase the bass response or reduce the treble response, try the following:
If the video on the TV or device you are watching does not match up with the corresponding audio you are hearing from your product, try the following
If your product seems to be set up properly but does not produce sound, try the following:
If the sound played from your product cuts in and out, plays inconsistently or is choppy-sounding, try the following:
Gapless playback is intended to provide a seamless listening experience when there is transition between songs. In certain situations, a gap or brief moment of no audio may occur between tracks. Review the information below to determine whether gapless playback is supported for your listening experience.
If the volume level heard from your product is faint or quieter than normal, try the following:
If you are unable to set Siri's voice level to a comfortable listening level, try the following:
If audio stops when removing one earbud while listening, try the following:
If you experience static, distorted audio or unexpected noises from headphones when loud noise around you, note the following:
If you are experiencing noises, such as buzzing, squealing, hissing or any other unwanted sounds, please try the following:
If one earbud is not connecting to a Bluetooth device or powering on, try the following:
If you cannot pair your Bose speaker or headphones to a Bluetooth device, like a smartphone, tablet, laptop, or TV, here are some things to try.
If the Bluetooth connection between your product and a connected audio device is only reliable within short range of your product, try the following:
If the Bluetooth connection between your system and a connected device (e.g. laptop, smartphone, or Bose app) is intermittent or is lost unexpectedly, try the following:
If you are unable to make a Bluetooth connection using the Bose App, please try the following:
If your product is plugged in to charge but the battery level does not increase or your product does not indicate that the battery is charging:
If the battery charge level drains at a faster rate than expected, try the following:
If you cannot start or complete an update on a Bose product or app, try the following:
If one earbud is not connecting to a Bluetooth device or powering on, try the following:
Please view these instructions for help and information on getting a proper fit:
If the status lights on the charging case are not behaving as instructed during a product update, please follow these steps:
If your product appears to be receiving power but won't power on as expected:
If one earbud is not connecting to a Bluetooth device or powering on, try the following:
If the microphone on your product picks up your voice quietly or with added noise that makes it difficult for others to understand you during phone calls with your product, try the following:
If the microphone on your product does not pick up your voice or people cannot hear you talking when making phone calls with your product, try the following:
The combination of both active and passive noise reduction technologies in your headphones is desgined to block out most sounds but may not block out everything. You may still hear higher pitched sounds like sirens and even human voices, although the volume of these sounds should be dramatically reduced. If you feel you are not geting any noise reduction with your headphones, here are a few steps you can try.
If you experience static, distorted audio or unexpected noises from headphones when loud noise around you, note the following:
This message appears if your product is unable to connect to the Internet or to your Bose account. Try these suggestions to resolve the issue.
If the music or audio counter in the any music app, including the Bose App, does not stop while you are not using the earbuds, try the following:
If the app cannot find the product you have already added to your Bose account, it might show "searching" or "unavailable" when trying to select that product. In some cases, the product might not show up in the app if it is not found. To resolve this, try the following:
Find steps to resolve an error message while performing the earbud seal test.
If the status lights on the charging case are not behaving as instructed during a product update, please follow these steps:
If the 1st, 3rd and 5th LED lights on charging case are lit and glowing solid white, an error occurred with the case. To resolve this, try the following:
The battery LED flashing red and white is indicating an internal fault. Try the following:
If you are experiencing issues where Spotify Tap does not work with your device, please try these steps:
If the earbuds don’t respond to touch control, please try the following: