Cannot connect to a Bluetooth® device

Before you begin, ensure the earbuds are fully charged and power on.
To do this

1. Place both earbuds in the charging case and close the lid.
2. Remove and seat the right earbud in your ear, then the left. Ensure both earbuds make the welcome (vroom) tone.

If either earbud fails to make the "welcome" tone, please see Product will not turn on.

IMPORTANT: If previous troubleshooting does not resolve your issue, try resetting you product. 
Please follow these instructions in the following order:

Clear out Bose Music App:

1. Open the Bose Music app and tap on the "Account" icon in the upper righthand corner.
2. Select "Manage Products."
3. Tap "Edit."
4. Select the "Bose QC Earbuds II.
5. Tap "Delete."
6. On the following screen, tap "Remove." 
7. Close the Bose Music App

Clear out the phone's Bluetooth history:

1. Go to your phone's Bluetooth settings menu
2. Clear all mentions of the Bose QC Earbuds II from the Bluetooth device list, including any duplication with "LE" in the name. Clearing can vary by device. Look for "Clear," "Unpair" or "Forget."

Clear out the product's Bluetooth pairing list and reconnect to Bose Music App:

1. Plug the charging case into a USB wall charger (not a computer or laptop).
2. Place both earbuds into case. Keep the lid open. The earbud's LEDs will light up when buds are inserted into case. If the LED does not light up, press downward on the buds to ensure they are making a solid connection with the charging pins
3. With the case open and earbuds inside, press and hold the Bluetooth button on the back of the case for 30 seconds (The earbuds status light will blink blue while holding the button). Then the status light will blink white 2 times, slowly blink blue, and then turns off.
4. Release the button. Earbud status light blinks white 5 times, then slowly blinks blue. The product is now in pairing mode and ready to connect.
5. Open your Bose Music APP and follow the onscreen instructions to connect your Bose QC Earbuds II.

For more info, see Connecting a Bluetooth® device.

The Bluetooth device might not connect to your Bose product if it is already connected to another product. Go to the Bluetooth settings on the device, disconnect any connected products, then try connecting your Bose product.

Electronics, such as cell phones, tablets or computers, might need to be reset on occasion to correct minor issues. This is typically done by shutting down the device, then powering it on again.