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cusumbo
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Dec 9, 2020

QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Hi all, just a warning. DO NOT INSTALL the update from october 2020.

I did this 2 days ago and now the headphone turn on randomly even though the switch is in the off position. The headphone were working perfectly well 2 days ago.

Now I have to recharge every day because they just connect to my iphone at random times and empty the battery.

I did a full reset but that did not help.

 

Question : is it normal that the headphones turn on if I press the button between the (+) and (-) buttons ? My older QC35 do not do that

Question 2: is there any way to revert back to the previous version of the firmware ?

 

 

 

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joelirwin
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Author Accepted Answer selected by cusumbo

@cusumbo 

> thanks for the response but I am 100% sure the problem is the update and not the off button.

with all due respect to your 100% certainty, it is NOT a firmware issue.  In fact, over a year ago Bose said so after looking into the issue (and I do not work for Bose).

Unfortunately, your device has a problem which has been going on and been 'known' for about 2 years now and it IS a hardware issue.  It just coincidentally happened at the time of your firmware upgrade. The contacts in your ON/OFF switch are slipping.  This is a known problem and has NO workaround.

You really only have two options.  Again there is nothing else you can do to stop it from happening.  (1) you can follow the DIY instructions in another post in this community to fix it yourself or (2) you can call Bose and work to get an exchange.  If you do (2) and are out of warranty, they will offer you a pricey solution.  I would suggest you do what others said they did here - you keep calling back and explain you are part of a large group with a hardware problem.  You may need to get very repetitive and persistent, perhaps even escalating multiple times.  All that said they did that here mentioned they eventually reached a representative who said they would offer a free exchange 'this one time'.

Again, this is definitely not a firmware issue - it is a hardware malfunction and has only two paths out of it.  I had that problem with my QC35 in Decemeber, 2018 and went for the exchange.

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Vicky_W
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Hello Cusumbo,

 

I am sorry that you are having issues with your headphones not turning off. A good idea was to try and perform a product reset to get this resolved. Can I please confirm these are the steps you followed? Turn off the headset and wait 30 seconds and then plug the headset into a wall outlet using a USB charger, then wait 5 seconds. After that unplug the USB cord from the headset and wait 1 minute once you have completed this turn the headset back on.

 

In answer to your question: 

 

  1. This is normal, if you are connected to a device playing audio, as the headphones will be looking for an active connection. 
  2. There is no way to downgrade software. 

 

I look forward to hearing from you!

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cusumbo
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Hi 

 thanks for looking into this so quickly.

I did a reset as suggested and it did not help at all. Charged up to 100% , turned the headphones off and after I came back from shopping the battery was on 60%.

 

Regarding my question let me please be more specific because I omitted an important detail :

 

Question : is it normal that the headphones turn on if I press the button between the (+) and (-) buttons , even though the ON/OF Switch is in the OFF position ?

I can understand that in the ON position it should work, but also in OFF position ?

 

I have found a weird workaround to the issue.

 

Connect the audio cable to the headphone, turn it on,  turn it off.   As long as the cable remains connected it will not consume any battery.

 

If you just connect the cable but  do not do the turn on followed by  turn off the battery will start draining.

 

cheers Matthias

cusumbo
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Hi

 here is  an additional question to the one above:

 

With switch in OFF position:

  1. when I connect the audio cable to the QC35 II headphones the green battery light turns on.
  2. when I do the same with my older QC35 the battery light remains off. It only turns on if I flick the switch to the ON position.

 

Is this an expected  behavior ? QC35 II different than QC35 ?

 

As mentioned in my initial post please note that this is all just happening since I installed the october update 2 days ago. 

 

cheers Matthias

 

 

Vicky_W
Moderator

Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Hi Mattias, 

 

Thanks for getting back to me. 

 

I understand, as for your question, if the headphones are in the off position, no the button should not be turning them on. 

 

When using a cabled connection, you have the choice whether or not you would like to use noise cancelation (you need the headphones on for this) or you would just like passive audio (a wired connection that requires no battery power). This will be why the headphones are staying green, as noise cancelation will still be active. 

 

If the button to turn the headphones off is completely not working, the best option here would be to reach out to your local customer support center and explore the service options for your headset. You can do this by clicking this link here, selecting your region, scrolling to the bottom of the page, and selecting contact us. If you are in the US or UK you can also reach out via Facebook or Twitter and one of our team can help you there.  

 

I hope this helps.

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cusumbo
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Hi

 thanks for the response but I am 100% sure the problem is the update and not the off button.

I installed the update 2 days ago and immediately noticed the problem. 

And of course, following Murphy's law,  the headphones are not covered by the warranty anymore.

Kudos to the developers ....

 

Keith_L
Community Manager

Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Hi cusumbo,

 

From my experience, when there is an issue with a pair of headphones turning themselves on, it does tend to be a hardware issue rather than anything caused by an update so I would definitely recommend reaching out to your local support team to look into the service options. Even if the headphones are outside of their warranty period, your local team will be able to help you with this.

 

I hope this helps!

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joelirwin
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

Author Accepted Answer selected by cusumbo

@cusumbo 

> thanks for the response but I am 100% sure the problem is the update and not the off button.

with all due respect to your 100% certainty, it is NOT a firmware issue.  In fact, over a year ago Bose said so after looking into the issue (and I do not work for Bose).

Unfortunately, your device has a problem which has been going on and been 'known' for about 2 years now and it IS a hardware issue.  It just coincidentally happened at the time of your firmware upgrade. The contacts in your ON/OFF switch are slipping.  This is a known problem and has NO workaround.

You really only have two options.  Again there is nothing else you can do to stop it from happening.  (1) you can follow the DIY instructions in another post in this community to fix it yourself or (2) you can call Bose and work to get an exchange.  If you do (2) and are out of warranty, they will offer you a pricey solution.  I would suggest you do what others said they did here - you keep calling back and explain you are part of a large group with a hardware problem.  You may need to get very repetitive and persistent, perhaps even escalating multiple times.  All that said they did that here mentioned they eventually reached a representative who said they would offer a free exchange 'this one time'.

Again, this is definitely not a firmware issue - it is a hardware malfunction and has only two paths out of it.  I had that problem with my QC35 in Decemeber, 2018 and went for the exchange.

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cusumbo
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

since my qc35 is out of warranty I went out and checked out the DIY fix.

It actually did the trick. 5 minute fix ... just a broken plastic part

https://www.youtube.com/watch?v=kJaNlvLG3tI

 

cheers Matthias

My Bose QuietComfort 35 wireless headphones were out of warranty (1 year) and my power switch broke such that I could no longer turn them off. This is what I...
joelirwin
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Re: QC35 II update october 2020 : NO NOT INSTALL. Will break your QC35

@cusumbo 

Glad it works now and that you were pointed in the right direction.
Happy holidays!