tblancha
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Open earbuds - sound cutting out

 

 

Bose product name

Bose sport open earbuds

 

Country

USA

 

Firmware Version

1.1.2-2174+132ebd5

 

App Version

Bose music 4.4.6

 

What devices were you using that were affected and what version are they on (e.g. Samsung Galaxy S9 on Android 11, iPhone X on iOS14, etc.)
Moto power, Android 11

 

Detailed description of the issue and steps to reproduce

The sound cuts out for a moment frequently as if I have a poor Bluetooth connection, even if the streaming device is right beside the buds. This is with using apps like Hoopla or Smart Audiobooks which are playing pre-downloaded sound files

 

Notably streaming music on Spotify or taking a call doesn't seem to give me the same issue (or at least not as bad)

 

What environment do you experience the issue in? (e.g. noisy office, quiet kitchen, etc.)

Everywhere 

 

When did you start to experience the issue? Did it work correctly previously?

Out of the box it's given me this issue

 

Any troubleshooting steps you took

I made sure I don't have the same issue with other Bluetooth devices - I do not get this issue with Bose Frames (or other non-Bose products)

 

I updated the firmware to the most recent version, tried disconnecting and reconnecting the Bluetooth connection, unpaired and re-paired, reset to factory settings, contacted support and had them send a new pair which had the same issue

 

10 REPLIES 10
Vicky_W
Moderator

Re: Open earbuds - sound cutting out

Hello tblancha, 

 

Thanks for posting and welcome to the Bose Community Forums. 

 

I am sorry to hear you are having some connection issues with specific apps and your Open Ear earbuds. As it is just with these particular apps, and you have tried a different set of earbuds too, have you spoken with the app companies at all? Do you know if there are any specific requirements they need? Also, I note you said you do not have the issue on your Frames. Have you tested these apps with the Frames at all? I would be interested to know the outcomes. 

 

I look forward to your reply. 

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tblancha
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Re: Open earbuds - sound cutting out

Sorry if my original post was not clear - I do not have the same issue with the frames. I can use the same apps and they sound perfectly fine, no cutting out, with the frames.

tblancha
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Re: Open earbuds - sound cutting out

Also, looks like it does happen with Spotify, I hadn't listened using it for a long period before and must have gotten lucky to not have it happen when I tested it out for a minute

Vicky_W
Moderator

Re: Open earbuds - sound cutting out

@tblancha, thanks for getting back to me on this. I note you have only used the Moto power, Android 11 with the headphones. Do you have a secondary Bluetooth device you could try them with? Do they have issues with the secondary device?

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tblancha
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Re: Open earbuds - sound cutting out

Interesting - looks like I don't have the issue with my moto G8. I'm not sure why my moto g power has this issue with the open ear buds but not the frames or my car or other blue tooth speakers - any clue?

Marvin_B
Moderator

Re: Open earbuds - sound cutting out

Hi tblancha.

 

Thank you for getting back to us.

 

I can only think that it is due to Bluetooth compatibility.

 

The Bose Sport Open Earbuds has version 5.1 and support pairing profiles A2DP, AVRCP, HFP, BLE.

 

Please to check your phone's Bluetooth specs.

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tblancha
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Re: Open earbuds - sound cutting out

My phone has Bluetooth version 5.0, A2DP, LE 

Jessie_O
Moderator

Re: Open earbuds - sound cutting out

Hey tblancha,

 

Thank you for confirming. 

 

I find it strange that you are only experiencing this issue with one of your devices. 

 

I see in your original post that you have disconnected and reconnected which is great. But have you cleared the paired devices? I would recommend doing this by pressing and holding the button on the right earbud. I would also suggest deleting the pairing on your source device before reconnecting like a new connection. 

 

Let me know! 

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tblancha
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Re: Open earbuds - sound cutting out

I've tried resetting my phone's Bluetooth, which reset all pairing. I've cleared the paired devices on the earbuds. I've tried on a second pair of earbuds (I had the first pair replaced since I thought there must be a defect with the first pair). None of this made a difference.