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julianocunha
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Headphone QC 35 does not update, does not appear on bose connect

Headphone does not update, does not appear on bose connect and does not appear on bose update

7 REPLIES 7
Moderator

Re: Headphone QC 35 does not update, does not appear on bose connect

Hi julianocunha,

 

Thank you for the post, and I'm sorry to hear about the difficulties you're having.

 

Do you have the original QC35 headset?  This is the one that does not have the button on the left earcup for Voice Assistant.

 

Can you try rebooting your phone?  As well, can you try removing and re-installing the Bose Connect app?

 

Best Regards,

Brandon - Community Support

julianocunha
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Jan 24, 2019

Re: Headphone QC 35 does not update, does not appear on bose connect

Hello thanks for responding, my headphone is bose qc35 serie 1 without the original assistant's button,

already tried reboot and still does not appear in any of the bose systems.

 

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Moderator

Re: Headphone QC 35 does not update, does not appear on bose connect

Hello julianocunha, 

 

Thanks for the additional information. If you have rebooted your headphones and reinstalled the Connect app, let's see if your headphone firmware is current as well. You can most easily update using your USB charging cable and your PC. Navigate to btu.bose.com and follow the instructions there.

 

Let us know if you get connected! 

 

Best Regards,

 

Greg - Community Support

julianocunha
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Re: Headphone QC 35 does not update, does not appear on bose connect

Connected to the micro usb and the handset does not appear on the "btu.bose.com"

print-bose.png

Moderator

Re: Headphone QC 35 does not update, does not appear on bose connect

Hi julianocunha,

 

Thanks for responding. If you are having trouble seeing your QC35 with the online updater, can we try a few things? 

  • I know it sounds simple, but unplugging your cable and trying a different USB port.
  • Possibly replacing the cable.
  • Trying a different internet browser.
  • Lastly, try a different PC altogether.

Sorry for so many steps, it just helps to identify the issue.

 

Warm Regards,

 

Tony G - Community Support

julianocunha
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Jan 24, 2019

Re: Headphone QC 35 does not update, does not appear on bose connect

Thank you so much for your answer.

I have tried several computers mac and pcs and linux and usbs ports, and I have made several resets on the headphone and reinstalled the application. I tried other browsers and it does not appear in either the btu.bose.com or the mobile app.


Warm Regards,

Community Manager

Re: Headphone QC 35 does not update, does not appear on bose connect

Hi julianocunha,

 

Thanks for the testing this. It does appear there may be an issue with headset and I recommend you reach out to your local support team.  Just click HERE and select your country and Contact Us at the bottom of the page.

 

Warm Regards,

Tony A