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Bose QuietComfort Earbuds II | Battery LED status indicator is flashing red and white
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.Try resyncing the earbuds and charging case.
- Turn off Bluetooth on all devices within 30 ft of the earbuds.
- Place earbuds in the charging case for 5 seconds.
- Remove earbuds from the case. The earbuds and charging case should now communicate as normal.
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.Show the customer how to send Bose Log information from their earbuds
If you have performed all necessary troubleshooting with the customer and they are still experiencing this issue, Bose would like to collect some information in order to understand what is happening with the earbuds. Please have the customer connect the earbuds to a computer and perform the following actions:nbsp;
- With the earbuds in their case and case closed, connect the case to a computer using a USB cable.
- Go to BTU.Bose.com
- Follow the on-screen instructions. The website will ask to download the updater if it's not already installed and running in the background.
- Click "Launch" Or "Download." If this is the first time the customer is using the updater, click "Download" and then launch the updater
- Once connected, the updater will detect the earbuds and do one of the following:
- Tell you an update is available (If an update, is available, please update your product before proceeding)
- Tell you your product is up to date. (The following screens are if your product is up to date)
- Once on this screen, press 'a',' d', 'v', 'up arrow', 'down arrow' on the keyboard. This will bring you to the "Advanced mode" screen:
IMPORTANT: When on this screen, it is critically important to write the Serial # into the customer's Service Request notes field and the Serial # field. If this is not done, the Engineering team will not be able to find the customer's diagnostic data in the system to better understand their issue. If this diagnostic step is being done for CSEP escalation, please also include the serial # from this screen into the Jira ticket - Click "Send Diagnostic Information." The below screen will appear and inform the user this may take a minute.
- Once the info has been sent, the following screen will appear informing the customer that the diagnostic information was successfully sent.
Go to btu.bose.com to clear the error
You can reset the error lights by going to btu.bose.com via a computer:- Connect the product to a computer via a USB cable
- Go to btu.bose.com
- The application will check the error and clear it automatically. In some cases if your firmware is already up-to-date, you may see a prompt to continue. Click "OK" to reset the error.
If this does not work and the LED state doesn't change, your product will need service.
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