Bose updater not recognizing my qc35 ii

[John4111]

Hello everyone,

I went on https://btu.bose.com/ but the website does not recognize my qc35 ii even though the USB is connected. So I am stuck on the page below. 

I have tried using a different USB and I made sure the "voice prompt" is on. What is the problem?

[Charlotte_G]

Hey @John4111, welcome to the Bose Community!

Sorry that you're having difficulty using the Bose Updater website. Does your computer recognize your headphones are connected at all? Do they appear to be charging?

[John4111]

By charging, if you mean an orange light is blinking, then yes.

[Jessie_O]

Hey John4111, 

Thanks for coming back to us! 

Have you tried a different web browser? 

Let me know!

[John4111]

Hi tried Firefox and Edge. I had the same issue.

[Tegan_M]

I am very sorry to hear this persists. Are you able to connect your headphones to your mobile device through the Bose Connect app? This way we can just confirm your headphones are a legitimate product. 

[John4111]

Yes, I am able to connect my headphones to my mobile device through the Bose Connect app. I am able to update the firmware this way and it shows a serial number as well.

But I want to know why the website is not recognizing my qc35 ii.

[Jessie_O]

Hey John4111, 

It's great to hear that you are able to connect to the application! 

There could be a number of reasons why you are unable to connect on the updater. Have you tried clearing the cache? 

Let me know!