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Software or firmware update will not install | SoundSport® wireless headphones
Are you trying to update your product using the Bose Connect app?
Yes
Be sure your product is within 33 feet (10 meters) of the Bluetooth device.
This range can be reduced by obstacles (e.g. walls, doors, appliances, wireless devices, etc.). Try moving the device and product closer together.
In the Bluetooth® settings of the device, remove your product, reconnect it, then try the update again.
In the Bluetooth settings of a device, there is typically list of previously-connected products. Find your product in this list and choose to remove or forget it. After, reconnect the device to your product and try the update again.
Uninstall and reinstall the Bose app.
In case an issue occurred with the app, uninstall it from your device, download and reinstall it, then try again.
If your product is unable to update from the Bose Connect app, update it using a computer and USB cable.
If you have difficulty updating your product using the Bose Connect app, connect it to a computer using a USB cable. Then, visit btu.bose.com to install the latest update. For more info, see Updating the software or firmware of your product.
No
Disconnect and reconnect the USB cable.
If the software update fails at any time during the update process, disconnect and reconnect the USB cable from the product making sure the cable is fully seated on both ends. Upon reconnecting, the update may continue.
Connect the product to another USB port.
Disconnect the product from the USB port in use and reconnect it to another port. Try using a port located elsewhere on the computer and/or bypassing any USB hubs, as the issue may be with the group of USB jacks or another device connected among that group.
Try installing the update again.
If an update does not complete successfully, try installing the update again. For info, see Updating the software or firmware of your product.
Uninstall and reinstall the Bose Updater tool.
In case an issue occurred with the updater, uninstall it from your computer, download and reinstall it from btu.bose.com, then try again.
Reboot the computer.
Reboot your computer by powering it off completely and then powering it back on again. This can help to resolve minor processing issues with the computer.
Try a different Internet browser.
If you have another Internet browser installed, check if the issue occurs while using that browser. If you don't have another browser installed, there are several free browsers you can install to try, like Chrome or Firefox.
Try downloading the app to a different computer.
If you are able to download and run the app on another computer as expected, the issue is related to the first computer.
Temporarily disable antivirus or firewall software on the computer.
In case the updater is blocked by security software on the computer, disable security software and try again. Be sure to re-enable the software when finished.
