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Troubleshooting
SYMPTOM
SOLUTION
Make sure the USB cable is correctly aligned with the port on the
charging case.
If the charging case battery is fully depleted, make sure the
USB cable is attached long enough for the case to gain an initial
charge. If you remove the cable and the charging case status light
goes out, reattach the USB cable.
Secure both ends of the USB cable.
Try another USB cable.
Make sure the charging case is closed. To help preserve the
battery life, the case should be closed while it’s charging.
Charging case
doesn’t charge
Try another wall charger.
If the charging case has been exposed to high or low
temperatures, let the case return to room temperature. Charge
again (see page 27).
If the charging case has been exposed to water, wait until the
USB-C port is completely dry. Charge again (see page 27).
Make sure any charging case accessories are properly installed
and don't prevent the USB cable from securely connecting to the
port on the charging case.
Earbud battery life is
shorter than expected
Battery life varies based on settings and usage. If either
Immersive Audio or Auto Volume are set to On, consider disabling
them using the Bose app for a longer battery life. For more
information, see page 29.
Voice prompt language
isn’t correct
Change the voice prompt language using the Bose app
(see page 12). You can access this option from the
Settings menu.
Make sure your device isn’t set to Do Not Disturb.
Make sure voice prompts are enabled using the Bose app (see
page 12). You can access this option from the Settings menu.
Not receiving
call notifications
Make sure you have given the earbuds access to your contacts in
your device Bluetooth menu.
Make sure you are connecting to a compatible Bose product. For
a list of compatible products, visit: support.Bose.com/Groups
support.Bose.com/Groups
With the earbuds in the charging case and the case open, press
and hold the button on the back of the case until the earbud
status lights slowly pulse blue.
Earbuds don’t connect
to a Bose Smart
Soundbar or Speaker
Make sure that the earbuds are within 30 ft (9 m) of your
soundbar or speaker.
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