coolfoam
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Jan 9, 2017

QC35 headphones problem - green light always on

Yo

 

Searched for this but couldn't find anything.

 

Weird problem with my QC35 headphones. The green "on" light is always on... even when the headphones are (seemingly) turned off.

 

While they're turned off, there's no noise cancelling and no audio. And I get the "connected to..." and "power off" jingle prompts when I turn them off. But the green light is there 100% of the time.

 

I'm concerned that this is draining the battery or otherwise having a negative impact.

 

I've updated the firmware and tried connecting to USB, to no improvement.

 

This is a new problem - had it a couple of days. Owned these headphones for a good while before this without issue.

 

Any suggestions?

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Moderator

Re: QC35 headphones problem - green light always on

Hello coolfoam,

 

Thanks for posting!

 

I am sorry to hear that you are experiencing this issue with your QC35's. 

 

Are you able to monitor the behavior of the battery life when in this state?

Do you also notice if the Bluetooth status LED is illuminated?

 

Warm regards,

Charlotte G - Community Support

coolfoam
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Re: QC35 headphones problem - green light always on

Thanks for the reply.

 

I haven't noticed any difference in the battery life or other behavior about the headphones.

 

The LED status light isn't on.

Moderator

Re: QC35 headphones problem - green light always on

Hello coolfoam,

 

Thanks for getting back to me.

 

Could you please perform a reset on the headphones. To do this, please follow these steps:

  1. Turn off the headphones and wait 30 seconds
  2. Plug the headphones into a wall outlet using a USB charger, then wait 5 seconds
  3. Unplug the USB cord from the headphones and wait 1 minute
  4. Turn on the headphones

 

Let me know if the issue persists after this.

 

Warm regards,

Charlotte G 

coolfoam
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Re: QC35 headphones problem - green light always on

No change unfortunately.

Moderator

Re: QC35 headphones problem - green light always on

Hello coolfoam,

 

Thanks for testing this anyway. 

 

With this in mind, I would recommend that you contact your local customer service team to discuss your service options.

Global Contact Us > Select your country > Scroll to the bottom of the page > Click 'Contact Us'

 

Let me know if you have any further questions.

 

Warm regards,

Charlotte G