Bose QuietComfort Earbuds II - Bluetooth Proprietary Active Noise Cancelling Earbuds Manual

Also See for QuietComfort Earbuds II:

Manual (52 pages)

Manual (61 pages)

Table of Contents

Contents

1 WHAT'S IN THE BOX
2 BOSE MUSIC APP SETUP
- 2.1 DOWNLOAD THE BOSE MUSIC APP
- 2.2 ADD THE EARBUDS TO AN EXISTING ACCOUNT
3 SWEAT AND WEATHER RESISTANCE
4 HOW TO WEAR
5 POWER
6 TOUCH CONTROL
7 CUSTOMIZE TOUCH CONTROL
- 7.1 SHORTCUT
  - 7.1.1 Use your Shortcut
  - 7.1.2 Change or disable your Shortcut
8 IN-EAR DETECTION
9 NOISE CANCELLATION
10 BATTERY
11 EARBUD AND CHARGING CASE STATUS
- 11.1 EARBUDS STATUS LIGHT
  - 11.1.1 Bluetooth status
  - 11.1.2 Battery, update, and error status
- 11.2 CHARGING CASE STATUS LIGHT
  - 11.2.1 Battery, update, and error status
12 BLUETOOTH CONNECTIONS
13 CARE AND MAINTENANCE
14 TROUBLESHOOTING
15 Documents / Resources
- 15.1 References
- 15.2 Download manual

Bose QuietComfort Earbuds II - Bluetooth Proprietary Active Noise Cancelling Earbuds Manual

WHAT'S IN THE BOX

CONTENTS
Confirm that the following parts are included:

Eartips (sizes small and large)
NOTE: Medium eartips are attached to the earbuds. For help identifying the eartip sizes.
Stability bands (sizes 2 and 3)
NOTE: Size 1 bands are attached to the earbuds. For help identifying the band sizes.
NOTE: If any part of the product is damaged, don't use it. Contact your authorized Bose dealer or Bose customer service.
Visit: support.Bose.com/QCEii

BOSE MUSIC APP SETUP

The Bose Music app lets you set up and control the earbuds from any mobile device, such as a smartphone or tablet.
Using the app, you can verify the earbud fit, manage Bluetooth connections, manage earbud settings, adjust the audio, choose your voice prompt language, and get updates and new features.
NOTE: If you have already created a Bose account for another Bose product, see "Add the earbuds to an existing account."

DOWNLOAD THE BOSE MUSIC APP

On your mobile device, download the Bose Music app.
NOTE: If you're located in Mainland China, download the Bose app.

Follow the app instructions.

ADD THE EARBUDS TO AN EXISTING ACCOUNT

To add your Bose QuietComfort Earbuds II, open the Bose Music app and add your earbuds.

SWEAT AND WEATHER RESISTANCE

The earbuds are rated IPX4 water resistant. They are designed to be sweat and weather resistant but aren't meant to be submerged under water.

Do NOT swim or shower with the earbuds.
Do NOT submerge the earbuds.

NOTES:

To prevent corrosion, regularly clean the charging contacts on the earbuds with a dry, soft cotton swab or equivalent.
IPX4 isn't a permanent condition, and resistance might decrease as a result of normal wear.

HOW TO WEAR

INSERT THE EARBUDS

Insert the earbud so the eartip gently rests at the opening of your ear canal.
NOTE: Each earbud is marked with either an R (right) or L (left).
Slightly rotate the earbud back until the eartip creates a comfortable seal at your ear canal and the stability band rests against your ear ridge.
NOTE: You may need to rotate the earbud back and forth for the eartip to create a comfortable seal. However, rotating it too far back or forward may impact audio and microphone sound quality.
Check the fit.
Repeat steps 1 – 3 to insert the other earbud.
When you insert the earbuds, the audio is personalized to your ears for the best audio performance and noise cancellation.
NOTE: If you're sharing the earbuds, place them in the charging case to clear the audio personalization between each user.

CHECK YOUR FIT

For the best fit, audio performance, and noise cancellation, use a mirror to make sure you're using the correct size eartips and stability bands. You may need to try a different size eartip or stability band for each ear.
TIP: You can also check your fit using the Eartip Fit Test in the Bose Music app. You can access this option from the Settings menu.

Eartips

FIT	WHAT TO CHECK
Proper fit	The eartip gently rests at the opening of your ear canal to create a comfortable seal. Background noise should sound muffled. NOTE: Noise cancellation may impact the ability to hear muffled noise.
Too much pressure	The eartip feels uncomfortable and squished in your ear canal.
Too loose	The eartip rests too deep in your ear canal, feels loose in your ear, or falls out when you move your head.

Stability bands

FIT	WHAT TO CHECK
Proper fit	The band doesn't stick out or feel squished against your ear ridge.
Too big	The band is sticking out or feels squished under your ear ridge.
Too small	The band doesn't reach your ear ridge.

TRY ANOTHER SIZE

Wear the earbuds for an extended period of time. If the earbuds don't feel comfortable or secure, or noise cancellation or sound quality isn't as expected, try another size eartip or stability band.
You may need to try all three eartip or band sizes or use a different size eartip or band for each ear.

Eartips

The eartips come in small, medium, and large.
Medium eartips come attached to the earbuds. If they feel too small, try large eartips. If they feel too big, try small eartips.

Stability bands

The stability bands are marked with size 1 (small), 2 (medium), or 3 (large) and an R (right) or L (left).
Size 1 bands come attached to the earbuds. If they feel too small, try size 2 bands.

CHANGE THE EARTIPS

Holding the earbud, gently squeeze the eartip and peel it away from the earbud.

To prevent tearing, do NOT pull on the edge of the eartip.
Choose a new eartip size.
Align the eartip with the earbud nozzle and press the eartip onto the nozzle until you feel it snap securely into place and hear it click.
Repeat steps 1 – 3 for the other earbud, as needed.
NOTE: You may need to use a different size eartip for each ear.
Insert the earbuds.
Check the fit.

NOTES:

If you change the eartip, you may need to change the stability band so the band rests comfortably against your ear ridge.
To see how-to videos about changing the eartips, visit: support.Bose.com/QCEii
If you need additional eartip sizes, contact Bose customer service or visit: support.Bose.com/QCEii

CHANGE THE STABILITY BANDS

Holding the earbud, gently grab the stability band scoop and peel the band toward you, over the eartip, and away from the earbud.

To prevent tearing, do NOT pull on the thin part of the band.
Choose a new band size.
With the band markings facing you and the band scoop facing away from you, align the dot on the band with the gray dot on the bottom of the earbud.
Gently stretch the band over the eartip, making sure the dots align and the microphone hole on the band is over the microphone on the earbud so the microphone isn't blocked.
Press down until the band fits securely into place.
Repeat steps 1 – 5 for the other earbud, as needed.
NOTE: You may need to use a different size band for each ear.
Insert the earbuds.
Check the fit.

NOTES:

To see how-to videos about changing the bands, visit: support.Bose.com/QCEii
If you need additional stability band sizes, contact Bose customer service or visit: support.Bose.com/QCEii

POWER

POWER ON

Open the charging case.
The earbuds power on. The earbuds status light blinks white and then glows according to the charging status. The charging case status light glows according to the battery level.

NOTE: When you remove the earbuds from the charging case, close the case to help preserve the battery life and keep the case free of debris.

POWER OFF

Place both earbuds in the charging case.
Close the case.
The earbuds power off. The charging case status light glows according to the battery level.

NOTE: The earbuds disconnect from your device when they are placed in the case.

STANDBY

Standby conserves the earbud battery when an earbud is out of the case and not in use. The earbud switches to Standby when you remove the earbud from your ear for 10 minutes.
To wake the earbud, insert the earbud in your ear.

TOUCH CONTROL

Use touch control by tapping or swiping the touch surface of either earbud. With touch control, you can play/pause audio, change the volume, perform basic call functions, adjust noise cancellation, and use a Shortcut.

TOUCH SURFACE AREA

The touch surface is located on the outer surface of both earbuds. It controls media playback, volume, phone calls, noise cancellation, and your Shortcut.

MEDIA PLAYBACK AND VOLUME

CONTROL	WHAT TO DO
Play/Pause	Tap an earbud.
Increase the volume	Swipe up on an earbud.
Decrease the volume	Swipe down on an earbud.
Skip to the next track	Double-tap an earbud.
Skip to the previous track	Triple-tap an earbud.

PHONE CALLS

CONTROL	WHAT TO DO
Answer a call	Tap an earbud.
End/Decline a call	Double-tap an earbud.
Answer a second incoming call and put the current call on hold	Tap an earbud.
Decline a second incoming call and stay on current call	Double-tap an earbud.

Call notifications

A voice prompt announces incoming callers and call status.
To stop call notifications, disable voice prompts using the Bose Music app. You can access this option from the Settings menu.

NOISE CANCELLATION

For information about changing the noise cancelling mode.

MOBILE DEVICE VOICE CONTROL

You can set a Shortcut to access your mobile device voice control using the earbuds. The microphone on the earbuds acts as an extension of the microphone on your mobile device.
NOTE: To access mobile device voice control using the earbuds, it must be set as a Shortcut.

CONTROL	WHAT TO DO
Access mobile device voice control	Touch and hold an earbud until you hear a tone. Release, then say your request.
Stop mobile device voice control	Tap an earbud.

CUSTOMIZE TOUCH CONTROL

SHORTCUT

A Shortcut enables you to quickly and easily access one of the following functions:

Cycle through noise cancelling modes
Use your mobile device voice control

NOTE: By default, cycling through noise cancelling modes is enabled on both earbuds.

Use your Shortcut

To use your Shortcut, touch and hold an earbud.

Change or disable your Shortcut

To change or disable a Shortcut or to assign a different Shortcut to each earbud, use the Bose Music app. You can access this option from the Settings menu.
NOTE: If you assign a different Shortcut to each earbud, you must touch and hold the appropriate earbud. If you remove an earbud, you can only use the Shortcut assigned to the earbud in your ear.

IN-EAR DETECTION

In-Ear Detection uses sensors to identify when you're wearing both earbuds or just a single earbud.
You can automatically play/pause audio, answer phone calls (if enabled), and adjust noise cancellation by inserting or removing an earbud.
NOTE: To manage In-Ear Detection features, use the Bose Music app. You can access this option from the Settings menu.

AUTO PLAY/PAUSE

When you remove an earbud, audio pauses on both earbuds.
To resume audio, reinsert the earbud.
NOTE: If you want to use a single earbud, you can tap the earbud in your ear to resume audio.

AUTO ANSWER CALL

You can answer phone calls by inserting an earbud.
NOTE: To enable this feature, use the Bose Music app. You can access this option from the Settings menu.

AUTO TRANSPARENCY

When you remove an earbud, the noise cancelling mode adjusts to Aware Mode on the earbud in your other ear.
When you reinsert the earbud, the earbud in your ear adjusts to the previous noise cancelling level.
NOTE: If you want to use a single earbud, you can use your Shortcut to cycle through the noise cancelling modes and choose the appropriate mode.

NOISE CANCELLATION

Noise cancelling reduces unwanted noise, providing a clearer and more lifelike audio performance. You can choose between two pre-configured noise cancelling modes, Quiet and Aware, or create up to two of your own custom modes.
Quiet Mode allows you to block out distractions using the highest level of noise cancellation.
Aware Mode provides full transparency and allows you to hear your surroundings while enjoying your audio.
Aware Mode also includes ActiveSense™ technology to reduce sudden or loud noises.
Choose your noise cancelling mode based on your listening preferences and environment.

NOISE CANCELLING MODES

MODE	DESCRIPTION
Quiet	World-class noise cancellation with Bose-optimized audio.
Aware	Hear your surroundings while enjoying your audio.
Custom	Custom noise cancellation (between full noise cancellation and full transparency) based on your listening preferences and environment. NOTE: You can create up to two custom modes. To create a custom mode, use the Bose Music app. You can access this option from the main screen.

NOTE: By default, the earbuds power on in Quiet Mode. To set the earbuds to power on with the last mode used, use the Bose Music app. To access this option, tap Modes on the main screen.

Aware Mode with ActiveSense™

The dynamic noise cancellation of Aware Mode with ActiveSense™ technology allows you to hear your surroundings while reducing unwanted noise.
Aware Mode with ActiveSense™ allows the earbuds to automatically turn on noise cancellation when sudden or loud noises occur near you, so you can maintain awareness without intermittent noise interrupting your audio. Once the noise stops, noise cancellation automatically turns off again.
NOTE: To disable ActiveSense™, use the Bose Music app. To access this option, tap Modes on the main screen, then tap Aware.

CHANGE NOISE CANCELLING MODE

To cycle through the noise cancelling modes, touch and hold an earbud.
A voice prompt announces the selected noise cancelling mode.

NOTE: To change the noise cancelling mode using the earbuds, it must be set as a Shortcut.
TIP: You can also change the noise cancelling mode using the Bose Music app. You can access this option from the main screen.

NOISE CANCELLATION WHILE ON A CALL

When you receive a call, the earbuds remain in the current noise cancelling mode and Self Voice is activated. Self Voice helps you hear yourself speak more naturally.
To adjust the noise cancelling mode while on a call, touch and hold an earbud.
NOTES:

Auto Transparency is disabled while on a call.
To adjust Self Voice, use the Bose Music app. You can access this option from the Settings menu.

USE NOISE CANCELLATION ONLY

You can use noise cancellation only, without audio or interruptions from phone calls.

Do one of the following:
- If you're wearing the earbuds, disconnect your mobile device.
- If the earbuds are in the charging case, turn the Bluetooth feature off on your mobile device and then remove the earbuds from the case.
Touch and hold an earbud to change the noise cancelling mode (see "Change noise cancelling mode").

NOTE: To reconnect your mobile device, select the earbuds from the Bluetooth list on your device.

BATTERY

CHARGE THE EARBUDS

Align the charging contacts on the left earbud with the charging pins on the left side of the charging case.

NOTE: Before charging, make sure the earbuds are at room temperature, between 46°F (8°C) and 102°F (39°C).
Place the earbud in the case until it magnetically snaps into place.
The earbuds status light blinks white and then glows according to the charging status.
Repeat steps 1 – 2 for the right earbud.

NOTE: The earbuds charge if the case is open or closed.

CHARGE THE CHARGING CASE

Use this product only with an agency-approved LPS power supply that meets local regulatory requirements (e.g., UL, CSA, VDE, CCC).

Connect the small end of the USB cable to the USB-C® port on the bottom of the charging case.
Connect the other end to a USB-A wall charger (not provided) or computer.
The charging case status light glows solid amber.
NOTE: Before charging, be sure the case is at room temperature, between 46°F (8°C) and 102°F (39°C).

CHECK THE EARBUD BATTERY LEVEL

While using the earbuds

When you remove the earbuds from the charging case and insert them into your ears, a voice prompt announces the earbud battery level.
Use the Bose Music app. The earbud battery level is displayed on the main screen.

NOTE: If one earbud has a lower battery level than the other, the voice prompt announces the lower battery level. If the battery is low, you hear "Battery low, please charge now."

While charging the earbuds

When you place the earbuds into the charging case, the earbuds status light blinks white and then glows according to the charging status.

NOTE: If one earbud has a lower battery level than the other, the earbuds status light reflects the lower battery level.

CHECK THE CHARGING CASE BATTERY LEVEL

Open the charging case.
The charging case status light glows according to the battery level.

CHARGING TIME

COMPONENT	CHARGING TIME
Earbuds	1 hour
Charging case	Up to 3 hours

NOTES:

When the earbud battery level is low, a 20-minute charge with the case closed powers the earbuds for up to 2 hours.
A full charge powers the earbuds for up to 6 hours. Battery life varies depending on usage.
When the case is fully charged, you can fully charge the earbuds up to 3 times.
When the earbuds are inside of the case, the case charging time varies.

EARBUD AND CHARGING CASE STATUS

EARBUDS STATUS LIGHT

The earbuds status light is located on the inside surface of the charging case.

Bluetooth status

Shows the Bluetooth connection status to mobile devices.

LIGHT ACTIVITY	SYSTEM STATE
Slowly blinks blue	Ready to connect
Solid blue (5 seconds)	Connected
Blinks white 2 times	Device list cleared

Battery, update, and error status

Shows the earbud battery, update, and error status.

LIGHT ACTIVITY	SYSTEM STATE
Blinks white, then glows solid white (5 seconds)	Fully charged
Blinks white, then glows solid amber (5 seconds)	Charging
Blinks white 2 times, slowly blinks blue, and turns off	Reboot complete
Blinks white 3 times (repeated)	Updating software
Blinks amber and white	Error – contact Bose customer service

CHARGING CASE STATUS LIGHT

The charging case status light is located on the front of the charging case.

Battery, update, and error status

Shows the charging case battery, update, and error status.

LIGHT ACTIVITY	SYSTEM STATE
Solid white	Fully charged (100%) and plugged in
Solid white (5 seconds)	Charged (34% – 99%)
Solid amber (5 seconds)	Low charge (10% – 33%)
Blinks amber 2 times	Need to charge (less than 10%)
Solid amber	Charging
Blinks white 3 times (repeated)	Updating software
Blinks amber and white	Error – contact Bose customer service

BLUETOOTH CONNECTIONS

You can manage Bluetooth connections using the Bose Music app or the Bluetooth menu on your mobile device.

CONNECT USING THE BOSE MUSIC APP

To connect the earbuds and manage Bluetooth settings using the Bose Music app.

You can store up to six devices in the earbud device list. You can connect and play audio from only one device at a time.
NOTE: For the best experience, use the Bose Music app to set up and connect your mobile device.

With the earbuds in the charging case and the case open, press and hold the button on the back of the case until the earbuds status light slowly blinks blue.
NOTE: Make sure both earbuds are in the case and the case is open.
On your device, enable the Bluetooth feature.
NOTE: The Bluetooth feature is usually found in the Settings menu.
Select the earbuds from the device list.
NOTE: Look for the name you entered for your earbuds in the Bose Music app. If you didn't name your earbuds, the default name appears.
The earbuds name appears in the mobile device list. The earbuds status light glows solid blue.

DISCONNECT A MOBILE DEVICE

Place the earbuds in the charging case.
TIP: You can also use the Bose Music app or your Bluetooth settings to disconnect your device. Disabling the Bluetooth feature on your device disconnects the earbuds and all other devices.

RECONNECT A MOBILE DEVICE

When the earbuds are removed from the case, they try to connect with the most recently-connected device.
To connect to a different previously-connected device, use the device's Bluetooth settings to connect to the earbuds.
NOTES:

The device must be within range (30 ft or 9 m) and powered on.
Make sure the Bluetooth feature is enabled on your mobile device.

CLEAR THE EARBUDS DEVICE LIST

With the earbuds in the charging case and the case open, press and hold the button on the back of the case for 15 seconds until the earbuds status light blinks white 2 times and then slowly blinks blue.
NOTE: Make sure both earbuds are in the case and the case is open.
Delete the earbuds from the Bluetooth list on your device.
All devices are cleared, and the earbuds are ready to connect.

CARE AND MAINTENANCE

STORE THE EARBUDS

When you're not using the earbuds, store them in the charging case. Close the charging case to help preserve battery life and keep the charging case free of debris.

CLEAN THE EARBUDS AND CHARGING CASE

COMPONENT	PROCEDURE
Eartips and stability bands	Remove the eartips and bands from the earbuds and wash them with a mild detergent and water. NOTE: Make sure you thoroughly rinse and dry the eartips and bands before re-attaching them to the earbuds.
Earbud nozzles	Wipe only with a dry, soft cotton swab or equivalent. Never insert any cleaning tool into the nozzle.
Charging contacts (on earbuds)	To prevent corrosion, wipe with a dry, soft cotton swab or equivalent.
Charging case	Wipe only with a dry, soft cotton swab or equivalent.

REPLACEMENT PARTS AND ACCESSORIES

Replacement parts and accessories can be ordered through Bose customer service.
Visit: support.Bose.com/QCEii

LIMITED WARRANTY

The earbuds are covered by a limited warranty. Visit our website at worldwide.Bose.com/Warranty for details of the limited warranty.
To register your product, visit worldwide.Bose.com/ProductRegistration for instructions. Failure to register will not affect your limited warranty rights.

UPDATE THE EARBUDS

The earbuds begin updating automatically when connected to the Bose Music app and an update is available. Follow the app instructions.

UPDATE THE CHARGING CASE

Update the charging case using the Bose updater website. On your computer, visit: btu.Bose.com and follow the on-screen instructions.

VIEW THE EARBUD DATE CODE

Remove the stability band from the earbud.
The date code is located on the earbud in the wide area near the microphone.

VIEW THE CHARGING CASE SERIAL NUMBER

Remove the earbuds from the charging case.
The charging case serial number is located below the earbuds status light inside the earbud well.

TROUBLESHOOTING

TRY THESE SOLUTIONS FIRST

If you experience problems with the earbuds, try these solutions first:

Charge the earbuds and the charging case.
Power on the earbuds.
Check the earbuds status light and charging case status light.
Make sure your mobile device supports Bluetooth connections.
Download the Bose Music app and run available software updates.
Move your mobile device closer to the earbuds (30 ft or 9 m) and away from any interference or obstructions.
Increase the volume on the earbuds, your mobile device, and the music app.
Connect another mobile device.

OTHER SOLUTIONS

If you could not resolve your issue, see the table below to identify symptoms and solutions to common problems. If you're unable to resolve your issue, contact Bose customer service.
Visit: worldwide.Bose.com/contact

SYMPTOM	SOLUTION
Earbuds don't power on	Make sure the earbuds aren't in Standby mode. To wake the earbuds, insert the earbuds in your ears. 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. If the earbuds have been exposed to high or low temperatures, let the earbuds return to room temperature.
Earbuds don't connect with mobile device	On your device: Turn the Bluetooth feature off and then on. Delete the earbuds from the Bluetooth list on your device, including any duplicate listings labeled LE (Low Energy). Connect again. 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. Connect again. Make sure both earbuds are in the charging case securely. Clear the earbud device list. Connect again. Visit: support.Bose.com/QCEii to see how-to videos. Reboot the earbuds and charging case.
Earbuds don't respond during app setup	Uninstall the Bose Music app on your mobile device. Reinstall the app. Make sure you're using the Bose Music app for setup. Make sure you have given the Bose Music app access to Bluetooth connections in your mobile device Settings menu. Make sure the Bluetooth feature is on in your mobile device Settings menu.
Bose Music app can't find earbuds	Uninstall the Bose Music app on your mobile device. Reinstall the app. Make sure you have given the Bose Music app access to Bluetooth connections in your mobile device Settings menu. With the earbuds in the charging case and the case open, press and hold the button on the back of the case until the earbuds status light slowly blinks blue. 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. Remove the earbuds.
Bose Music app doesn't work on mobile device	Make sure your mobile device is compatible with the Bose Music app and meets minimum system requirements. For more information, refer to the app store on your mobile device. Uninstall the Bose Music app on your mobile device. Reinstall the app.
Eartips aren't comfortable at ear canal	Make sure the eartip isn't resting too deep in your ear canal. Try a larger eartip. If that doesn't help, try a smaller eartip. Try a smaller stability band. Check the earbud fit using a mirror. Check the earbud fit using the Eartip Fit Test in the Bose Music app. You can access this option from the Settings menu. Contact Bose customer service or visit support.Bose.com/QCEii for additional size eartips and stability bands or to see how-to videos.
Stability band isn't comfortable at ear ridge	Try a smaller stability band. If you're already using the smallest stability band, try a smaller eartip. Check the earbud fit using a mirror. Check the earbud fit using the Eartip Fit Test in the Bose Music app. You can access this option from the Settings menu. Contact Bose customer service or visit support.Bose.com/QCEii for additional size eartips and stability bands or to see how-to videos.
Earbuds aren't secure	Make sure the eartip is resting gently at the opening of your ear canal. Try a larger stability band. Try a larger eartip. Contact Bose customer service or visit support.Bose.com/QCEii for additional size eartips and stability bands or to see how-to videos.
Eartips are falling off	Make sure the eartips are securely attached to the earbuds.
Stability bands are falling off	Make sure the bands are securely attached to the earbuds. Make sure the bands are positioned on the earbuds correctly.
Intermittent Bluetooth connection	Clear the earbud device list. Connect again. Move the mobile device closer to the earbuds. Reboot the earbuds and charging case.
No sound	Make sure you're using the correct eartip and band sizes for each ear. Check the earbud fit using a mirror. Check the earbud fit using the Eartip Fit Test in the Bose Music app. You can access this option from the Settings menu. Visit: support.Bose.com/QCEii to see how-to videos. Make sure the volume is turned up. Make sure that both eartips fit securely in your ear, and they aren't rotated too far back. 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. Disable In-Ear Detection features using the Bose Music app.
No sound from one earbud	Make sure you're using the correct eartip and band sizes for each ear. Check the earbud fit using a mirror. Check the earbud fit using the Eartip Fit Test in the Bose Music app. You can access this option from the Settings menu. Visit: support.Bose.com/QCEii to see how-to videos. Make sure the software in the Bose Music app is up to date. Make sure that both eartips fit securely in your ear, and they aren't rotated too far back. Make sure your head is upright when inserting the earbuds. 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. Remove the earbuds.
Audio and video are out of sync	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 and re-open the case. The earbuds status light blinks white and then displays charging status. Remove the earbuds.
Poor sound quality	Check the earbud fit using a mirror. Check the earbud fit using the Eartip Fit Test in the Bose Music app. You can access this option from the Settings menu. Make sure you're using the correct eartip and band sizes for each ear. Visit: support.Bose.com/QCEii to see how-to videos. Make sure you're using the Bose Music app for setup. 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. If you're sharing the earbuds, place them in the charging case to clear the audio personalization between each user.
Microphone doesn't pick up sound	Make sure the stability bands are positioned properly so the microphone hole on the band is aligned with the microphone on the earbud. Try another phone call. Try another compatible device. On your device: Turn the Bluetooth feature off and then on. Delete the earbuds from the Bluetooth list on your device, including any duplicate listings labeled LE (Low Energy). Connect again.
Can't adjust the noise cancelling mode	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. Remove the earbuds. If you customized your Shortcut to be on a specific earbud, make sure you touch and hold the correct earbud. See "Earbuds don't respond to touch control". Use the Bose Music app to adjust the noise cancelling mode. You can access this option from the main screen.
Poor noise cancellation	Check if ActiveSense™ is enabled. Check the earbud fit using a mirror. Check the earbud fit using the Eartip Fit Test in the Bose Music app. You can access this option from the Settings menu. Check the noise cancelling mode. 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. If you're sharing the earbuds, place them in the charging case to clear the audio personalization between each user.
Difficulty hearing caller while on a phone call	Increase the volume using your mobile device. Try a different noise cancelling mode.
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.
Earbuds don't respond	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. Remove the earbuds. Reboot the earbuds and charging case.
Earbuds don't respond to touch control	Make sure you're touching the correct touch control surface. Make sure your finger is making good contact with the touch control surface. For multi-tap functions, vary the tap pressure. Make sure your fingers are dry. If your hair is wet, make sure it isn't interfering with the touch surface. If wearing gloves, remove them before touching the touch control surface. Disable In-Ear Detection features using the Bose Music app. If the earbuds have been exposed to high or low temperatures, let the earbuds return to room temperature. Reboot the earbuds and charging case.
Can't adjust volume	Make sure volume control is enabled using the Bose Music app. Make sure you're swiping the touch control surface in the correct direction. See "Earbuds don't respond to touch control."
Can't access Shortcut	Make sure you have set a Shortcut using the Bose Music app. If you customized the Shortcut to a specific earbud, make sure you touch and hold the correct earbud.
Earbuds don't charge	Make sure the earbuds are properly placed in the charging case. To help preserve the battery life, the case should be closed while the earbuds are charging. Make sure there is no dirt or debris covering the charging contacts on the earbuds or the charging pins in the case. Make sure the USB cable is correctly aligned with the port on the charging case. Secure both ends of the USB cable. Try another USB cable. Try another wall charger. If the earbuds or charging case have been exposed to high or low temperatures, let the earbuds or case return to room temperature. Charge again.
Charging case doesn't charge	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. 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.
Voice prompt language isn't correct	Change the voice prompt language using the Bose Music app. You can access this option from the Settings menu.
Not receiving call notifications	Make sure voice prompts are enabled using the Bose Music app. You can access this option from the Settings menu. Make sure you have given the earbuds access to your contacts in your mobile device Bluetooth menu.
Earbuds making chirping sound	Make sure the earbud nozzles aren't blocked.

REBOOT THE EARBUDS AND CHARGING CASE

If the earbuds or charging case are unresponsive, you can reboot them.
NOTE: Rebooting the earbuds clears the earbud device list. It doesn't clear other settings.
With the earbuds in the charging case and the case open, press and hold the button on the back of the case for 25 seconds until the earbuds status light blinks white 2 times, slowly blinks blue, and then turns off.
NOTE: Make sure both earbuds are in the case and the case is open.

When the reboot is complete, the earbuds status light glows according to the charging status, and the charging case status light glows according to the battery level.