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SYMPTOM
No sound
No sound from one earbud
Audio and video are out
of sync
Poor sound quality
TR OUBL ES H O OTI N G
TR OUBL ES H O OTI N G
SOLUTION
Make sure that both eartips fit securely in your ear and they
aren't rotated too far back (see page 16).
Make sure your head is upright when inserting the earbuds.
Press play on your mobile device to make sure audio
is playing.
Play audio from a different application or music service.
Play audio from content stored directly on your device.
Restart your mobile device.
Make sure the earbuds are within range of each other.
Disable in-ear detection features using the Bose Music app.
Make sure that both eartips fit securely in your ear and they
aren't rotated too far back (see page 16).
Make sure your head is upright when inserting the earbuds.
Make sure the earbuds are within range of each other.
Place both earbuds in the charging case until they
magnetically snap into place, and the earbud status lights
display charge status (see page 29). Remove the earbuds.
Close and re-open the application or music service.
Play audio from a different application or music service.
Place both earbuds in the charging case until they
magnetically snap into place. Close the case for 10 seconds.
Open the case. Remove the earbuds.
Make sure that both eartips fit securely in your ear and they
aren't rotated too far back (see page 16).
Try a different audio track.
Play audio from a different application or music service.
Clear any debris or wax buildup from the eartips and
earbud nozzles.
Turn off any audio enhancement features on the device or
music app.
Make sure your earbuds are connected over the correct
Bluetooth profile: Stereo A2DP. Check your device's
Bluetooth/audio settings menu to make sure the correct
profile is selected.
On your device:
• Turn the Bluetooth feature off and then on.
• Delete the earbuds from the Bluetooth list on your device.
Connect again (see page 14).
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