Intermittent audio from product

1. Place both earbuds into the charging case. Keep the lid open. The earbud status lights will illuminate when each earbud is placed into case. If the status light for an earbud does not light up, the earbud may be out of charge or may not be contacting the charging pins in the case. Be sure the three charging points on the barrel of the earbuds are facing downward and the three charging pins are protruding upward out of the case.
    
    
2. Close the lid on the case.
3. When the status light on the front of the case stops glowing, open the lid, remove just the right earbud, and place it into your right ear.
   The welcome tone will play with a few seconds after being removed from the case. If voice prompts are on, the battery level and connected device will be announced otherwise the connection chime will place if a recently connected device is in range.
4. Place the left earbud in your ear. When the welcome tone plays in the left earbud, you can continue using your earbuds.

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

Proper fit is important for product comfort and performance. If the earbuds do not fit properly or the orientation is incorrect it could lead to poor audio or mic performance. See, Wearing and adjusting your earbuds for more details.

A weak connection to the cell service could cause poor audio quality while on a call. Try the call again when the reception improves.

Different media types might produce different quality sound. For example, Podcasts, music stored locally on your phone, MP3s, streaming music services (Spotify, Pandora), videos on your device or stored in the cloud, etc. can all vary in quality. Try different media to determine if the issue is specific to certain media.

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

Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, see Resetting your product.

If your Bose product can connect to another device, Bluetooth functionality is working. In cases like this, the issue could be with the first device or its settings.

Some wireless devices can cause interference with a Bluetooth signal.
Common examples include:

• 2.4 GHz router
• cordless phone
• wireless speaker adapters
• home security motion sensors
• fluorescent lights
• microwaves
• wireless mice and keyboards

If there are such devices, disconnect one at a time and check if the issue improves. If so, consider relocating your product or the device.

Notifications and other Bluetooth communications from a second connected device may interrupt or interfere with your listening experience from your primary device. To prevent this from happening, you can turn off the Multi-point Connection function so that only one device connects to your headphones or earbuds.

1. In the Bose app , select you headphones or earbuds.
2. Tap on the Settings icon in the upper-right corner, then select Bluetooth Connections.
   
    
3. If the setting is enabled, as shown above, tap on the toggle switch to move the switch to the left which will disable the function.

When the Multi-point Connection function is disabled, you will only be able to connect to one device at a time. If you want to connect to two devices simultaneously, re-enable the Multi-point Connection function.

If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.

Click here to start service