Frequently Asked Questions & Troubleshooting Guide

1.Device Won’t Charge

• The internal battery may be deteriorated and no longer able to hold a charge.
  
  
• If this happens within the 1-year warranty period, please send the product to our service center for replacement.
  
  
• If it’s out of warranty, we recommend sending it to our center for battery replacement, with a service fee based on the specific model.
  
  
• Charging issues can also be caused by a damaged charging cable, broken USB connector, faulty wall charger, or incorrect voltage.
  
  
• In this case, try using a different charger and cable to isolate the cause.
  
  

2.Basic Troubleshooting for Headphones / Portable Speakers

We recommend updating the software first.
If the device still doesn’t charge, it may indicate a hardware or battery issue. Please contact our service team to arrange for repair.
Update the software using the Bose Update Tool — follow the instructions and prepare the required equipment beforehand.

3.Connecting to the Bose Music App

Follow the step-by-step guide to connect your device to the Bose Music App.

If connection fails:

• Reset the device once, then try reconnecting.
  
  
• Recommendation: Pair the device to your phone or computer via Bluetooth first, then connect using the Bose Music App.
  
  

4.Support Service

Contact Us:
Phone: +66 (0)2-266-8136 to 8
Head Office Location (Repair & Service Center):
[Map showing the head office location]

Our Services Include:

• On-site audio system inspection
  
  
• On-site audio system repair
  
  
• Audio system installation
  
  
• Audio system design by professionals
  
  
• Audio system consultation and planning
  
  

5.Bluetooth Connectivity – Troubleshooting Guide

5.1. Speaker behaves erratically or works inconsistently

• Update the firmware via computer by visiting http://btu.bose.com
  Follow the step-by-step instructions until the update is complete.
  
  

5.2. Can’t connect Bluetooth to a new device

• The speaker may not be in pairing mode.
  
  
• Press and hold the Bluetooth button on the speaker for 3–5 seconds until the light changes from white to slow-blinking blue.
  
  
• Then turn Bluetooth off and on again on your phone and try pairing once more.
  
  

Headphone Troubleshooting

5.3. Battery drains quickly or won’t charge

• The internal battery may be deteriorated. Bose headphones are not designed for battery replacement.
  
  
• If within 1-year warranty, send the product to the service center for a replacement.
  
  
• Charging failure may also result from dirty contact points on the earbuds or charging case (e.g., sweat, residue, corrosion).
  
  
• Clean the charging contacts (brass pins) on both the earbuds and the case.
  
  
• Try charging again after cleaning.
  
  
• Other causes include a damaged charging cable, broken USB connector, faulty wall charger, or incorrect voltage.
  
  
• Try replacing the charging cable and wall adapter to verify the source of the issue.
  
  

5.4. Headphones behave erratically or are unstable

• Update the software using a computer at http://btu.bose.com, and follow the instructions step by step.
  
  

⚠️ Note: All Bose headphones are non-repairable by design.
If any issue arises within the 1-year warranty, please send the product to our service center for diagnosis and replacement, not repair.