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Troubleshooting
SYMPTOM
SOLUTION
Place both earbuds in the charging case until they
magnetically snap into place. Close and re-open the case.
The earbuds status light blinks white and then displays
charging status (see page 39). Remove the earbuds.
Check if ActiveSense is enabled (see page 32).
Check the earbud fit using a mirror (see page 15).
Check the earbud fit using the Earbud Seal Test in the
Bose Music app. You can access this option from the
Settings menu.
Check the mode (see page 32).
Poor noise cancellation
Remove the earbuds from your ears and reinsert in your ears.
If you’re on a phone call or using voice control on your mobile
device, lower or turn off self voice using the Bose Music app
(see page 29).
If you’re sharing the earbuds, place them in the charging case
to clear the audio personalization between each user.
Reboot the earbuds and charging case (see page 63). If
that doesn't work, restore the earbuds to factory settings
(see page 64).
Increase the volume using your mobile device.
Difficulty hearing caller
while on a phone call
Try a different mode (see page 32).
Change the mode to Aware mode (see page 33).
Difficulty hearing own
voice while on a phone call
Use the Bose Music app to adjust self voice. You can access
this option from the Settings menu.
Place both earbuds in the charging case until they
magnetically snap into place. Close and re-open the case.
The earbuds status light blinks white and then displays
charging status (see page 39). Remove the earbuds.
Earbuds don’t respond
Reboot the earbuds and charging case (see page 63). If
that doesn't work, restore the earbuds to factory settings
(see page 64).
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