Common Solutions
Please Reference the user guide at the bottom of the page for more detailed information on diagnosing the problem with your QuietComfort 35 II headphones.
If you experience problems with your headphones:
• Check the state of the status indicators (see page 24 in the user guide at the bottom of page).
• Charge the battery (see page 23 in the user guide at the bottom of the page).
• Increase the volume on your headphones, mobile device, and music app.
• Try connecting another mobile device (see page 31 in the user guide at the bottom of the page).
If you could not resolve your issue, see the table below to identify symptoms and solutions to common problems. If you are unable to resolve your issue, contact Bose customer service.
| Symptom | Solution |
| Headphones don’t power on | Charge the battery |
| Headphones don’t connect with your mobile device | • Check the state of the status indicators (see page 24). • Disconnect the backup audio cable. • Disconnect the USB charging cable. • On your mobile device: Disable the Bluetooth feature and then re-enable it. Delete your Bose® QuietComfort® wireless headphones II from the Bluetooth list on your device. Connect again. • Move your mobile device closer to the headphones and away from any interference or obstructions. • Connect another mobile device (see page 31). • Clear the headphone pairing list (see page 32) and connect again. |
| Headphones don’t connect using NFC | • Check the state of the status indicators (see page 24). • Make sure your device supports Bluetooth connecting via NFC. • Unlock your device and enable the Bluetooth and NFC features. • Tap the NFC touchpoint on the back of your mobile device to the NFC touchpoint on the headphones. |
| No sound | • Power on the headphones and charge the battery. • Check the state of the status indicators (see page 24). • Increase the volume on your headphones, your mobile device , and your music source. • Slide the Power/Bluetooth switch to the right and release it to hear the connected device. Make sure you are using the correct device. • Move your mobile device closer to the headphones and away from any interference or obstructions. • Use a different music source. • Connect another mobile device (see page 31). • If two mobile devices are connected, pause your other device first. • If two mobile devices are connected, move the devices within range of the headphones (30 ft. or 9 m). |
| Poor sound quality | • Use a different music source. • Connect another mobile device (see page 31). • Disconnect the second device. • Move your mobile device closer to the headphones and away from any interference or obstructions |
| No sound from a device connected by the back-up audio cable | Secure the ends of the backup audio cable. • Increase the volume on your headphones, your mobile device, and your music source. • Connect another device (see page 31). |
| Poor sound quality from a device connected by audio cable | • Secure the ends of the backup audio cable. • Connect another device (see page 31). |
| The battery won’t charge | • Secure the ends of the USB charging cable. • Try another charging source. • If your headphones have been exposed to high or low temperatures, let the headphones return to room temperature and try charging again. |
| Amazon Alexa is not responding | • If you haven’t already, set the Action button to Amazon Alexa (see page 17). • Connect your mobile device to Wi-Fi®. • Make sure you are in a country where Amazon Alexa is available. • Make sure you are using the most up-to-date version of the Amazon Alexa app. |
| Your Google Assistant not responding | • Google Assistant isn’t available as an integrated feature on headphones connected to an Apple mobile device (see page 19). • If you haven’t already, set the Action button to your Google Assistant (see page 20). • Connect your mobile device to Wi-Fi. • Make sure you are in a country where Google Assistant is available. |
| The action button does not change the noise canceling mode | • Make sure your headphones are powered on. • Make sure the Action button is set to noise cancellation. • Use the Bose® Connect app to change the noise-canceling mode. |