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 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:
To resolve this issue, 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 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 sound played from your product cuts in and out, plays inconsistently or is choppy-sounding, try the following:
If your product produces unexpected ticking, clicking or popping noises when turning on, 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 one of the speakers in your product cuts in and out, is of low volume or produces poor sound quality, try the following:
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:
Some USB 2.0 accessories have been reported to not work with 2020 MacBook Air and MacBook Pro models.
This could happen to the Bose USB Link if its connected to a USB C adapter with a MacBook Pro or MacBook Air. The dongle could be an unrecognized keyboard, despite hearing the correct voice prompt on the headset: "Connected to Bose USB Link."
For power, audio and Bluetooth connection issues, please try the following steps:
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 (i.e. laptop, smartphone, or Bose app) is intermittent or is lost unexpectedly, 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 picks up your voice inconsistently or people say you are cutting in and out when making 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:
If you push the buttons on your product and they do not respond or control your product as expected, try the following:
If your product appears to be receiving power but won't power on as expected:
If your product produces unexpected ticking, clicking or popping noises when turning on, try the following:
For power, audio and Bluetooth connection issues, please try the following steps:
If power to your product seems intermittent or it powers on and off unexpectedly, try the following:
If your product is connected to power but does not appear to be receiving power, 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 voice prompt announcement is inaccurate, please see the following:
If you cannot start or complete an update on a Bose product or app, try the following:
For power, audio and Bluetooth connection issues, please try the following steps:
You may need to adjust your settings on your product or supporting App in order to use the voice assistant features controlled by your mobile device. See instructions below:
If you are unable to use Google Assistant with your product, try the following:
The battery LED flashing red and white is indicating an internal fault. Try the following:
This message appears if your product is unable to connect to the Internet or to your Bose Music account. Try these suggestions to resolve the issue.
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:
You may need to adjust your settings on your product or supporting App in order to use the voice assistant features controlled by your mobile device. See instructions below:
If you are unable to use Google Assistant with your product, try the following:
If you push the USB Link button and it does not respond or perform the function as expected, try the following:
If you are experiencing issues where Spotify Tap does not work with your device, please try these steps:
You may need to adjust your settings on your product or supporting App in order to use the voice assistant features controlled by your mobile device. See instructions below:
If you push the buttons on your product and they do not respond or control your product as expected, 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 the headband of your headset has faded or changed color, note the following:
If the headband on your headphones is damaged or detached, note the following: