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47
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ENG
TROUBLESHOOTING
SYMPTOM SOLUTION
Audio and video are out
of sync
Close and re-open the application or music service.
Play audio from a dierent 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 (see page 36). Remove the earbuds.
Poor sound quality
Check the earbud fit using a mirror (see page 17).
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 (see page 19).
Visit: support.Bose.com/QCEiisupport.Bose.com/QCEii to see how-to videos.
Make sure you’re using the Bose Music app for setup
(see page 14).
Try a dierent audio track.
Play audio from a dierent application or music service.
Clear any debris or wax buildup from the eartips and
earbud nozzles.
Turn o 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 o and then on.
• Delete the earbuds from the Bluetooth list on your device.
Connect again (see page 14).
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 (see page 21).
Try another phone call.
Try another compatible device.
On your device:
• Turn the Bluetooth feature o and then on.
• Delete the earbuds from the Bluetooth list on your device,
including any duplicate listings labeled LE (Low Energy).
Connect again (see page 14).
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