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Noise cancellation is not working
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.
Do you hear static or distorted audio while in noisy environments?
If the audio is distorted while in loud environments such as construction zones or during take off on an airplane, see Crackling sound heard in noisy environments.
Move away from any hard surfaces.
Reflected sound (caused by using the headset close to a hard surface – like a wall) will negatively affect noise cancellation.
See if the light next to the power button is lit.
If the battery indicator next to the power button on the inside right of the neckband is not lit, the headphones are off. (Note: It is normal for the Bluetooth® light to be off while the headset is on and in use.)
Use the inline remote buttons to adjust the noise reduction level.
The arrow buttons on the side of the inline remote turn up or down the amount of noise cancellation from 1 (lowest) to 12 (highest). Press or hold the Up and Down arrows to set the desired noise reduction level.
Check for and install any available product updates.
Visit btu.bose.com and follow the instructions to ensure your product has the latest features and enhancements. (Note: Regardless of the issue you are experiencing with your product, try updating.)
As of firmware version 1.1.9, CNC (Controllable Noise Cancellation) does not automatically change when a phone call is placed using HFP (Hands-Free Profile). CNC is still user-adjustable, however.
Prior to version 1.1.9, CNC automatically changed to step 4 when a phone call was placed using HFP. (Tip: CNC is adjustable from 1 - 12.)
As of firmware version 1.1.9, CNC (Controllable Noise Cancellation) does not automatically change when a phone call is placed using HFP (Hands-Free Profile). CNC is still user-adjustable, however.
Prior to version 1.1.9, CNC automatically changed to step 4 when a phone call was placed using HFP. (Tip: CNC is adjustable from 1 - 12.)
Check for and install any available product updates.
On a computer, visit btu.bose.com and follow the instructions to ensure your product has the latest features and enhancements. See Updating the software or firmware of your product.
Make sure you are using the correct eartip size to ensure a proper and secure fit.
Using an eartip that is too big or small for your ears will affect audio quality and noise cancellation.
Make sure you are using StayHear+ eartips.
These headphones are designed specifically for use with StayHear+ eartips. Use of any other eartips, including original StayHear tips, will result in low audio, poor sound quality and/or reduced noise cancellation.
Your StayHear+ Tips should look like this:
Your StayHear+ Tips should look like this:
Be sure the openings on your headphones are clean and free of debris.
Check if anything is blocking any openings on your headphones, ear tips or the mesh grilles under the ear tips (i.e. ear wax, dust or other debris). For more info, see Cleaning ear tips and mesh grilles.
Reset your product.
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.
Check if the battery is charged.
Be sure the battery is not depleted. For more info see, Checking the remaining battery charge and Charging your headphones.
Your product may need service.
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
Click here to start service
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