Microphone does not pick up sound | Bose QuietComfort Ultra Headphones (2nd Gen)

Check if the phone is muted

Check the phone to see if the mute functionality has been enabled. Your phone has the ability to mute a call. The headset does not have a mute feature.

Check if a voice assistant responds to a voice request.

If you have set up the Google Assistant or Alexa, ask it a question (i.e. "What time is it?") to see if it detects your voice. If it can, the microphone is picking up sound.

Be sure your product is within 33 feet (10 meters) of the Bluetooth® device.

Bluetooth range is about 33' (10 m). This range can be reduced by obstacles (i.e. walls, doors, pockets, nearby Bluetooth devices, etc.). Try moving the device and product closer together.

Be sure the headphones are connected to a Bluetooth device using the headset profile (HSP).

If the headphones are only connected to a device using the Bluetooth stereo audio profile (A2DP), microphone functionality will not be enabled. This will prevent the user from hearing themselves.

In the settings menu of the connected device, be sure the headset profile is enabled. Once enabled, unpairing, re-pairing and reconnecting the headphones to the device may be needed.

If more than one device is connected to the headphones, try turning off the other device.

The Bluetooth headset profile (HSP) may be enabled in both devices but one device may not allow the other to operate properly for in-call audio.

Reboot your headphones.

This reset will not erase your product settings.

If the USB charging cable or audio cable is connected to your headphones, disconnect it.
Connect a USB charging cable and charger to a power outlet. You can also connect the USB cable to a USB port on a computer that is powered on.
Note: Do not connect your headphones to the USB cable yet.
On your headphones, press and hold the Power/Bluetooth® button.
While continuing to hold the button, connect the USB cable to the left earcup. The Power light on your headphones will quickly blink twice.
Once connected, wait two seconds and then release the Power/Bluetooth button.
Tip: If your headphones don't respond after this, reset them a second time.

Reboot the connected device.

Electronics might need to be reset from time-to-time—much like rebooting a computer. Power off the device, then power it back on and try again.

Try connecting a different Bluetooth® device.

If your earbuds connect to another Bluetooth device, it suggests that their Bluetooth is working properly. The issue may be with the first device or its settings.

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