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NCH 700 - Firmware 1.3.1.2028.de73ce1

For the last couple of months I've used the headphones gladly.

But then came Firmware 1.3.1.

Strangely after the update I immediately noticed that it negatively affected the Bluetooth connection between my Windows 10 laptop and the Headphones.

I can hear a steady "crack" in the audiostream. It keeps making that "crack"..."crack"..."crack" sound on a steady rhythm of about once per second.

It doesn't matter if I'm making a phonecall or playing music/movie.

 

The only thing or workaround is to let the Headphones turned on, disable the bluetooth on my laptop, and enable the bluetooth again.

From there on it works perfectly.... until for whatever reason the Headphones turn off.
When I turn them back on, the "crack" returns.

 

I unpaired and re-paired the headset to my laptop, but the problem continues.

 

With my phone it works fine.

 

Any pointers?

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Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

Bose Best Answer selected by Community Manager Andy_B

Hey NeTro, 

 

Thank you for posting and welcome to the Bose Community. Sorry to hear that you are having this experience, let's look into this further for you. 

 

I appreciate the steps you have attempted so far and I am sorry that they did not resolve your issue. Firstly, can you please let me know if the issue only happens with the Windows 10 Laptop or with all devices? If you haven't tested them with other devices yet can you please try this? 

 

I would also recommend that you perform a reset on the headset by following these steps below: 

  • Disconnect all cables from your headphones
  • Connect the larger end of the USB charging cable to a wall charger or a computer that is powered on
  • On the headphones, press and hold the Power/Bluetooth® button while connecting the smaller end of the USB cable to the right earcup. The Power LED should quickly blink twice
  • Once connected, release the Power/Bluetooth button after two seconds.

I look forward to hearing back from you. If any other users have had a similar issue please do let us know. 

 

Kind regards, 

Hector B - Community Support 

Feel more. Do more. Be more.
New to the community? Check out the Getting Started board.
Help others find answers to your questions by clicking on 'Accept as Solution' at the bottom of a reply.
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View solution in original post

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Moderator

Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

Bose Best Answer selected by Community Manager Andy_B

Hey NeTro, 

 

Thank you for posting and welcome to the Bose Community. Sorry to hear that you are having this experience, let's look into this further for you. 

 

I appreciate the steps you have attempted so far and I am sorry that they did not resolve your issue. Firstly, can you please let me know if the issue only happens with the Windows 10 Laptop or with all devices? If you haven't tested them with other devices yet can you please try this? 

 

I would also recommend that you perform a reset on the headset by following these steps below: 

  • Disconnect all cables from your headphones
  • Connect the larger end of the USB charging cable to a wall charger or a computer that is powered on
  • On the headphones, press and hold the Power/Bluetooth® button while connecting the smaller end of the USB cable to the right earcup. The Power LED should quickly blink twice
  • Once connected, release the Power/Bluetooth button after two seconds.

I look forward to hearing back from you. If any other users have had a similar issue please do let us know. 

 

Kind regards, 

Hector B - Community Support 

Feel more. Do more. Be more.
New to the community? Check out the Getting Started board.
Help others find answers to your questions by clicking on 'Accept as Solution' at the bottom of a reply.
If you see a post you like, make sure to give it a thumbs up!

View solution in original post

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Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

*facepalm*

I have tried doing this "reset" about 3 times before. It didn't help.

Even scarier! At the last attempt my headset stopped responding and wouldn't turn on anymore.

I let it rest for about 5 minutes before trying to turn it back on, and then it turned on.

 

Now I followed the reset steps closely and guess what... The power led DID blink twice!

Problem solved.

 

Thanks for your help.

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Mar 5, 2020

Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

Hi all,

 

I have the same issue, and I have made the suggestions here but no luck.

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Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

Well it didn't permanently solve the problem.

 

You know what I've found out?

Whenever I connect my phone to the headset together with my laptop, the Laptop isn't liking it too much when playing movie from the laptop.

When I disconnect the phone though, or when the phone is not connected at all, the computer streams fine.

The "rabbit hole" goes deeper and deeper.

 

The other day the phone was very close in front of me and plugged into power. I didn't even realize that the phone was connected.

I started to get the feeling(more a theory) that it might be that in some way, maybe the phone has a less stronger bluetooth signal or so. And it messes with the bluetooth adapter in the Headphone because maybe the phone keeps trying to reconnect when it's too far away...!??!?

 

For the ones keeping track or Bose specialists out there.

I have a Samsung Galaxy S6 Edge   SM-G925F

My laptop is a Dell Lattitude E5570

 

All i can say is... this rather peculiar behaviour started literally after i did the update.

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Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

Unfortunately, this is not a full solution to the issue. It keeps happening over and over.

 

Does anyone have any updates about a newer firmware update to fix this issue?

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Feb 22, 2020

Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

Let me think. 🤔 Isn't the obviouis solution here RMA or back to where you bought it?

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Re: NCH 700 - Firmware 1.3.1.2028.de73ce1

Update:

After reading that other people are still going through these troubles, I started to look for more patterns.

What I've been doing this whole week is putting the phone a bit away from possible things that could mess up the signal (like live wiring) and metal... and removed the phone-casing (just in case), because i have some creditcards etc... in it.

And to my surprise the headset is playing without problems from the computer now.

So it still "feels" as if the bluetooth signal quality between the phone and the headphones can influence the performance of the headphones connection with the laptop.

Perhaps in the newer software version, Bose software engineers introduced some dependancy on the streaming performance.

That if one of the devices is too old and crappy (like my 5 year old Samsung S6 edge), its poor performance can mess up the other stream.