One earbud won't connect or power on

• The right earbud is the "primary" or main earbud; it controls the left earbud by relaying audio from the source device.  If you place the right earbud in the case by itself with audio streaming and close the case, audio will stop, and the earbuds will turn off
• The right earbud also has the microphone for phone calls. Make sure you use the right earbud for phone calls 

1. Turn off Bluetooth on all devices within 30 ft of the earbuds.
2. Place earbuds in the charging case for 5 seconds.
3. Remove earbuds from the case. The earbuds and charging case should now communicate as normal.

• If you place both earbuds in the case and they are not seated on the charging pins, the earbuds will remain on and drain the battery
• The charging pins could also be stuck in a down position. You can push on the charging pin(s) to confirm they are moving up and down and not stuck in the down position
• When placing the earbuds in the charging case, the LEDs on the earbuds should flash or light up. This will confirm the earbuds are connecting with the charging pins

Be sure the battery is not depleted. For more info see, Checking the remaining battery charge and Charging your headphones.

Electronics, such as cell phones, tablets or computers, 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.

Your Bose product remembers the last several devices it connected to so it can quickly reconnect to them. In case there is an issue with the device memory, clear it and then try to reconnect the device. For more information, see Clearing the product memory of paired Bluetooth devices and Connecting a Bluetooth device.

In the Bluetooth menu of the Bluetooth device, you'll find a list of Bluetooth products that have been previously connected. Your Bose product might show up one or more times in the list (i.e. it might be listed a second time with "LE-" in the name). Select each entry for your product and remove it by selecting Forget, Unpair, Delete or something similar. After, try connecting again. For more information, see Connecting a Bluetooth device.

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