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Poor sound quality from product
If you experience distortion, crackling, static, noise or unexpected poor sound quality from your product:
In the Bose App, toggle multi-point on and off
If you have a multi-point connection, the secondary device could interrupt the audio stream on the primary device causing crackling, distortion or even pauses in audio.
- In the Bose App
, on the product main screen, tap Bluetooth Source.
- Toggle the Multi-point Connection on and off.
Determine if the problem is specifically related to bass performance.
If there is too little bass, see Too little bass or too much treble from product.
If there is too much bass, see Too much bass or too little treble from product.
If there is too much bass, see Too much bass or too little treble from product.
Do you hear static or distorted audio while in noisy environments?
If the audio is distorted while in loud environments such as construction zones or during take off on an airplane, see Crackling sound heard in noisy environments.
Check the equalizer settings in the Bose app.
Be sure the bass and treble adjustments are not set too high or too low for your preferences. For more info, see Using the Equalizer settings.
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.
Try a different app.
If the issue only occurs with a particular app, it is likely related to the app or app settings.
Reboot the Bluetooth® device.
Electronics might need to be reset on occasion to correct minor issues. This is typically done by turning the device off, then powering it on again.
Check the EQ settings on your Bluetooth® device.
The EQ settings of your Bluetooth device can affect sound. On the device, try setting the EQ to "off" or "flat" and disabling any other sound playback adjustments (i.e. loudness, compression, reverb, etc.). These settings are commonly found in the device's audio settings or in the settings of the app being used to play audio.
If connected, bypass any adapters or extension cables.
If your product connects to the device using an extension cable or adapter, disconnect the extension cable or adapter to determine if the issue is related to it.
Check the condition of the headphone cable.
If the plug or any part of the cable for your headphones is damaged, you can replace the cable.
Try disabling the Multi-point connection in the app
If you find that notifications from your secondary device interrupt your listening experience on your primary device, you can turn off Multi-point.
In the Bose app, go to Settings>Bluetooth Connections and toggle Multi-point connection to 'off'. This will disconnect your secondary device.
Note: You will only be able to connect to one device at a time. If you want to connect to two devices simultaneously, toggle Multi-point connection back to 'on'
In the Bose app, go to Settings>Bluetooth Connections and toggle Multi-point connection to 'off'. This will disconnect your secondary device.
Note: You will only be able to connect to one device at a time. If you want to connect to two devices simultaneously, toggle Multi-point connection back to 'on'
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
Click here to start service
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