Product will not turn on
If your product appears to be receiving power but won't power on as expected:
If your product has been in extreme hot or cold temperature, wait until it reaches room temperature.
If the battery temperature is beyond the operating temperature range, wait until the product reaches room temperature, then try again.
Make sure the LEDs are on before removing earbuds from the case.
When the charging case and the earbuds are fully charged, the earbuds enter sleep mode. To wake up and power on earbuds, wait for status lights to glow before removing the buds from the case.
Make sure the earbuds are not in standby mode
Standby conserves the earbud battery when the earbuds are out of the case and not in use. The earbuds switch to standby when you remove both earbuds from your ears for 20 minutes. To wake the earbuds, insert both earbuds in your ears or use the Bose Music app.
The charging case may need more time to charge before the LEDs turn on.
If the charging case has been fully depleted, it may take 30 minutes for the LEDs to turn on when charging the case.
Check for and install any available product updates.
On a computer, visit btu.bose.com
and follow the instructions to ensure your product has the latest features and enhancements. See Updating the software or firmware of your product
Reset your product.
Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, see Resetting your product
Check that the USB charger meets the power requirement of your product.
On the USB charger, there will be text that indicates the amp (A) or milliamp (mA) rating of the charger. This rating varies among chargers – including those supplied with different models of Bose products. The closer the amp rating of the charger is to the maximum amp rating of the product, the more quickly the product will recharge. If the amp rating of the charger is too low, the product may recharge slowly or not at all. Refer to the specifications indicated on the product or within it's owner's guide on for details.
Some products require minimum of 1 amp of current in order to recharge. Many USB ports on a computers can only provide a maximum of 0.5 amps of current. Be sure to use a safety-agency-approved power supply that meets local regulatory requirements (e.g. UL, CSA, VDE, CCC).
Try a different USB cable.
Try connecting your product with a different USB cable to determine if there is an issue with the first cable.
Try a different charger.
Charge times can vary based on the charger. Chargers with a higher current rating generally charge products faster than those with a lower rating. Chargers typically list a current rating on the label in amps (A) or milliamps (mA). A current rating of 1 A / 1000 mA or higher is recommended.
Your product may need service.
If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service