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48
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ENG
TROUBLESHOOTING
SYMPTOM SOLUTION
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 (see page 36). 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” on page 49.
Use the Bose Music app to adjust the noise cancelling mode.
You can access this option from the main screen
(see page 14).
Poor noise cancellation
Check if ActiveSense™ is enabled (see page 30).
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.
Check the noise cancelling mode (see page 30).
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 o Self Voice using the Bose Music app
(see page 31).
If you’re sharing the earbuds, place them in the charging case
to clear the audio personalization between each user.
Diculty hearing caller
while on a phone call
Increase the volume using your mobile device.
Try a dierent noise cancelling mode (see page 30).
Diculty 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 (see page 36). Remove the earbuds.
Reboot the earbuds and charging case (see page 51).
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