Highlighted
Moderator

QC 35 II Firmware 4.5.2

2 September 2019

 

We’re back with an update.

 

First, thank you for being here. We’ve read every post, and will continue to.

 

We’ve also continued to exhaustively test QC35IIs to find the problem you’re having with the latest firmware update, including the handful of units you’ve sent us – which we’ve replaced with a new pair. We have a dedicated team working on your complaints every day, all day. Despite that, we haven’t been able to duplicate what you’ve described. We’re sorry. But we’re not giving up.

 

We’ve asked Bose employees to let us know if the firmware update impacted their headphones, because there are thousands of us who own them just like you do. We haven’t received any reports back from inside Bose, but hope we do. It will help us get to the bottom of it.

 

We’ve also contacted some of you to ask if we could come to your home, and test your QC35 II, with your phone, in your surroundings. We’ve started making arrangements and are clearing our schedule to accommodate theirs.

 

There are a few things you can expect next. First, we won’t identify who they are, because that’s not up to us. It’s up to them. But we will communicate what we learn. All of it. 

 

Until then, our research continues. And our commitment to you does, too.

 

Your Community team on behalf of the Bose QC35 II Engineering Team

 

 

2 August 2019

 

Hello everyone,

 

As noted in the master thread HERE, we've decided to make one central location for all main updates within the thread. We'll be updating this post when we have news to share. At present, we are asking a few more of you to send us your headsets so we can continue testing. If you have reported an issue and would like to participate in our investigation, please let us know in this thread and we will contact you via private message. Please note that for logistical reasons, only users based in the USA can volunteer to send in their headset. We would like to thank you in advance for your cooperation.

 

Your Community Team

 

31 July 2019

 

Again, we would like to thank you all for your patience.

  

As communicated previously by our moderation team, we have confirmed that no changes were made to ANC as part of the latest firmware update and that no impact was detected during quality assurance testing. However, we asked a few users who reported an issue to send in their headsets so that our Software and Hardware teams could investigate.

 

The quantity at which we have received is not what we would have hoped for and we will be asking a few more of you to send us your headsets so we can continue testing. If you have reported an issue and would like to participate in our investigation, please let us know in this thread and we will contact you via private message. Please note that for logistical reasons, only users based in the USA can volunteer to send in their headset. We would like to thank you in advance for your cooperation.

 

Once again, thank you for your assistance and your patience.

 

Your Community Team

 

 

17 July 2019

 

Hello All,

First of all, we would like to thank you all for your patience.

We would like to take this opportunity to reiterate that no changes to the software for active noise canceling or ANC modes were made as part of the firmware update and no impact to ANC was detected during our validation testing. Our validation testing is a comprehensive process which is part of all firmware releases. We have revisited our test records and confirmed there were no changes to ANC. The way our testing was done was by using several QC35 II headphones across the latest firmware releases and measuring the ANC under the same conditions for each setup. No changes were noted.

As communicated previously by our moderation team, we asked some users who reported an issue to send in their headsets so that our SW and Hardware teams could investigate.
We did receive several units and preliminary tests show no change in the ANC. Our team has so far been unable to replicate the problems stated here. However, please rest assured that we will continue to test the headsets, which are instrumental in our investigation of this reported issue.

We will keep you updated as soon as more news becomes available.

Once again, thank you for your assistance and your patience.

Your Community Team

 

 

5 July 2019

 

Hi all,

 

We'd like to personally thank all the users who have so far returned, or volunteered to return, their headset to our development team for investigation. These units are being used to assess and evaluate your concerns, and we'll be sure to post here when we have feedback or news to share with the Community.

 

In the interim, we would like to highlight that we do not encourage attempting to downgrade the firmware of your headsets, as this could lead to damage of the headphones. All current product firmware should only be delivered via the Bose Connect application or BTU portal. You can find more information on why downgrading the firmware for your Bluetooth product is not supported in the post HERE.

 

We thank you for your continued patience.

 

Warm regards,

Your Community Team

 

 

26 June 2019

 

Dear all, 

 

Thank you for your continued patience in regards to the reported change in ANC following Firmware update 4.5.2.

 

We have looked into this extensively for you and have escalated this to our engineering team. They have been able to confirm that no changes were made to the ANC functionality in the most recent update.  That said, we want to make sure we are supporting those who may still be having issues and may be reaching out to some of you directly for more details to support a continued investigation.  

 

There are a number of troubleshooting steps you can take regarding ANC that can be found below:  We encourage you to review it for a potential solution.

 

  • Be sure the headset is turned on. The switch on the right earcup should be in the "On" position with the green LED illuminated. The headset must be turned on to cancel noise.
  • Double check that the cushions are securely attached to the earcup. If the ear cushion is not affixed to the ear cup properly, the noise reduction may be affected.
  • Check to make sure the headset is fully seated and the ear cushions are in good shape as the seal they provide is extremely important for noise cancellation performance.
  • Verify the noise cancellation mode you are in through the Bose connect app. 
  • Complete a product reset.

 

Further support may be best handled directly, rather than through the community.  To find the contact information that you need, you can use this link.  Just select your country and scroll down to where you see “contact us”.    

 

Thank you once again for your patience. 

 

Warm Regards, 

Community Admin