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Aug 25, 2017

Computer Related Informational Post


Hi there, folks! 


Thank you all for taking the time to look at our informational post that we’ve compiled!  The moderation team here decided to get all of these details together for you in one place.  We hope that this information will benefit you all. 


We see that a great deal of our users in the community are sharing issues with their Bluetooth headphones and speakers specifically in regards to pairing and using them with computers.  We’ve addressed this to some extent in many posts but wanted to gather our ‘tips and tricks’ here for our users and will continue to update this post as users share success stories and workarounds that ease this connecting process. 


When we noticed this increase in posts relating to computer compatibility we conducted extensive testing using several different Bluetooth adapters and researched all aspects of what can influence your product’s ability and your computer’s ability to pair. 


We also followed up with our engineers to confirm what we had found. 


Our findings: 

These Bluetooth related pairing issues can be attributed to the vast amount of possible combinations of not only your computer’s operating systems but OS versions, Bluetooth chip sets, and drivers.  For example, one user may have success pairing their product with their Dell laptop but another user may not be able to or may have an unstable connection due to the laptops having different hardware.  This, of course, makes these issues very difficult to troubleshoot where there could be any number of causes, some easier to identify than others. 


We wanted to see how common these issues are so we researched many other brands of Bluetooth headphones and speakers and found that they all also experience these same issues – it seems that this is more so related to Bluetooth’s capabilities in regards to juggling these intricate variables and no specific brand.  All testing that we’ve done on this topic has rendered consistently inconsistent results.


We’ve found that it’s far simpler to pair these products to mobile devices because mobile operating systems have fewer elements to handle and have stricter requirements. A great way to test to see if an issue is with your product or with the computer’s pairing ability is to connect the product to a mobile device; if it connects to a phone with no issue then you can be sure your product is working well but this is occurring somewhere in the ‘handshake’ between product and device. 


We did conduct some testing of our own with several Bluetooth adapters and unfortunately, our testing rendered inconsistent results.  In some situations, we found them to be helpful and in some situations they did not ease the connectivity.  This did depend on the different machines that we used to test and their hardware and software combinations. 


We also noticed that these connectivity issues tend to come up more when using two devices paired with your product so, for example, a Windows 10 computer, an iPhone 7 and a SoundLink Color II.  Because there is that added variable of the mobile device that can influence this process as well.  


We understand how frustrating these issues can be and we’re always interested in finding more ways to make this process easier for our users because, at the end of the day, we just want to help you enjoy your listening experience.  We also absolutely work with 3rd party companies to help alleviate some of these issues whenever possible.   



We have searched the community and compiled all of the different troubleshooting steps that our users have taken with success.  All of these steps won’t apply to everyone’s issue and could still not resolve the issue immediately but will help narrow down what variable is causing difficulty. 


  • Always make sure that your Bluetooth drivers are up to date.  You can find the most up to date Bluetooth drivers at your computer’s manufacturer’s website.  It’s also important to check for updated drivers on your Bluetooth chipset manufacturer’s website whenever possible. 
  • Many users have found success with Bluetooth adapters.  As I mentioned above, we did conduct extensive testing with adapters and found that in some cases they helped and in some cases, they did not have an effect, our testing was inconsistent.  However, many people have found this to help manage those Bluetooth connections and we’d love to hear which ones work for you all. 
  • In addition to keeping your Bluetooth drivers up to date, we also recommend keeping your machines as up to date in terms of OS as you can and also keeping your products up to date. 
  • Toggle Bluetooth on and off.  This step seems redundant but because the issue does come from your computer’s inability to latch on to the proper pairing profile, resetting the connection can absolutely help it connect properly. 
  • Clearing the pairing list on your devices and reestablishing the connection.  This step is akin to the toggling one above in that resetting the connection can help the computer grab the right profile. Windows does not “remember” the previous pairing profile.  If you need troubleshooting steps on how to clear the pairing list on your specific device, let us know. 
  • Making the headset the default output device in Windows 10.  Selecting the headset or speaker as the default will help stabilize that connection and keep it consistent. 
  • Disabling other output devices temporarily, if needed. 
  • This last step I’ve personally found to be incredibly useful.  If your product will connect to your Windows 10 computer but the audio quality is poor and you’re getting a feedback sort of background noise this could help. 


W10 BT Profiles.JPG



What causes this issue at times is the computer using the wrong pairing profile so connecting with Hands Free instead of the Headset Profile when needed – you can find these settings here. 


As I mentioned above, we certainly want to hear what works for you guys.  Please feel free to start a separate thread and share any workarounds that you have and we’ll update the troubleshooting section here accordingly. 


Additional Support:  

We encourage you all to reach out to other support areas as well for more insight on more specific settings. 


We’ve also found that some users experience more specific issues with Skype and their products that can be influenced by the different factors at play here.  We are including a link to a setup process article for Bluetooth products with Skype and a link to Skype support. 


We have also noticed that some users with Apple computers also face some of these challenges. Here are a few links that could prove helpful.



Thank you all for contributing to the community and we truly look forward to continuing to learn more about this.  


Take care, 

Shiloh – Community Support  





Lead Community Manager

Re: Computer Related Informational Post

Hey everyone,


Here are some relevant troubleshooting steps you can try if you cannot connect a bluetooth device. If you are looking for a thread to continue to discuss PC connectivity over Bluetooth on, go here.


We also have a handy video for connecting to a Windows 10 PC.


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