QC35ii Not Responding After Standby in Around & On-Ear Headphones

Around On Ear Headphones
1

I have been using my QC35II more regularly in recent weeks and noticed an issue that they regularly fail to respond when trying to operate after they have entered standby mode.  This occurs on about 75% of occasions when they have entered standby mode.

 

Description of issue:

 

- playback paused on headset

 

- headset enters standby after period set in app (see app details below)

 

- function button pressed when headset required to 'wake'

 

- voice prompt announces battery level and connection state to one or more devices

 

- no sound heard from headset when function button pressed or playback attempted from audio app on device(s)

 

- BT indicator:  solid white

- Battery indicator: solid green

 

- toggling power switch has no effect ... lights remain illuminated, no power off, no voice announcements

 

- after ~5 minutes, headset powers off and power switch toggle allows power on 

 

I assume this behaviour is not normal?

 

Work around is to set the standby timer to 'never' in app and rely on power toggle at all times however I'm conscious that this will lead to unplanned battery drain.

 

In addition, I had to replace my gen 1 QC35s in late 2020 due to a failure of the power switch so wanted to limit use of the mechanical operation as much as possible.

 

I have tried the headset re-set process several times.

 

Can you please advise if this can be addressed or if I need to return the device for service (purchase date October 2020).

 

Required info:

 

Bose product name:  QC35 ii

 

Country:  UK

 

Firmware Version: 4.8.1

 

App Version:  15.0 (Android)

 

Devices:  Samsung Galaxy A70 & Samsung Galaxy Tab S5e

 

 

 

2

Hey , welcome to the Bose Community!

 

I'm very sorry that you're experiencing this standby issue with your QC35 II's. I appreciate the detail you have provided and would love to see what I can do to help.

 

You would be correct in assuming that this behavior is not intended. At the point in which you're unable to hear audio and the switch is unresponsive, are you able to disconnect the headphones via the device you have connected, and reconnect them? Does this bring them out of the unresponsive state? 

 

Resetting the headphones and keeping up to date with the firmware is great. It seems like the available troubleshooting has already been explored, and therefore, I would highly recommend reaching out to local customer support in order to seek service for your headphones. As you're in the UK, you can either contact support directly here, or use our online self-service portal.

 

For those experiencing this issue outside of the UK, please go to Global Contact Us > Select your country > Scroll to the bottom of the page > Click 'Contact Us'.

 

Let me know if you have any further questions.

3

Hi, thanks for the quick response.

 

I can confirm that disconnecting the device does not allow them to become responsive ... they remain unable to reconnect until they have powered down and can be restarted manually after some minutes.

 

I have now arranged a return / replacement via the online self-service portal which was really easy to do.

 

Thanks again for your response & assistance on this.