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hagreer3
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soundsport ear buds

My earbuds, which I LOVE will not power on.

They show as charged, but are dead and won't turn on.

 

I've looked on this forum and on the web and can't find instructions on  a reset or reboot function.

 

Please advise

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Moderator

Re: soundsport ear buds

Hello hagreer3,

 

Thank you for your post and welcome to the Bose Community.

 

I'm deeply sorry to hear that your SoundSport headphones will not power on.

 

Could you please confirm which variant of the SoundSports you have? (SoundSport Free wireless, SoundSport wireless, etc)

 

Warm regards,

Charlotte G - Community Support

hagreer3
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Re: soundsport ear buds

I have the soundsport wireless in ear 

Moderator

Re: soundsport ear buds

Hello hagreer3,

 

Thanks for confirming this!

 

I would recommend resetting your headphones by following these steps:

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

 

Additionally, I would suggest checking for any firmware updates by visiting btu.bose.com on your computer.

 

Once you have done this, please let me know if the issue persists.

 

Warm regards,

Charlotte G

hagreer3
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Re: soundsport ear buds

I have tried that a few times and did so again this evening.

When I plug the charger in, the battery light lights up green, but when I unplug and try the power button nothing happens - no "powering on" message, no change in the battery light and no flash from the Bluetooth light.

 

What's our next option?

 

Moderator

Re: soundsport ear buds

Hello hagreer3,

 

Thanks for trying this. Did you also attempt the update? If so, and you were unsuccessful, the next option would have to be exploring your service options.

Please reach out to your local customer service team to do so. Global Contact Us > Select your country > Scroll to the bottom of the page > Click 'Contact Us'

 

Let me know if you have any questions.

 

Warm regards,

Charlotte G

hagreer3
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Re: soundsport ear buds

I can't process the update because the device will not turn on.

 

I tried a few times.

 

Also, when you say I should call my local support center, what can I expect from them?  My hope is a replacement...

Moderator

Re: soundsport ear buds

Hi Hagreer3, 

 

Thanks for getting back to us, we are sorry that the update with not successful for you. 

 

From contacting your local support team an agent there will be able to assist you with what service options are available to you at this time. 

 

I hope this helps. 

 

Kind regards, 

Tegan M

hagreer3
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Re: soundsport ear buds

Tegan: 

I don't have my original packaging, where can I find my 4 digit serial number? There are a string of numbers around the right earpiece, but I don't see one that is 4 digits

 

Thanks!

Chip

Moderator

Re: soundsport ear buds

Hi Chip, 

 

Thanks for getting back to us. 

 

You can find the 4 digit DOM code on the earbud itself, you will need to remove the Stay Hear+ Tip in order to see this. 

 

You can also find a 17-digit serial number within the charging case, you may need to remove the earbuds in order to see this. 

 

Let us know if you have any further questions.

 

Kind regards, 

Tegan M