When the Bose QuietComfort Ultra Earbuds are connected and show a charge but play nothing, the cause is nearly always that the sound is being sent elsewhere or an earbud is not seated in the case's pairing state, and a short check sequence usually finds it. Confirm that both earbuds are out of the case and awake: they connect as a pair, and one that is dead or has a poor connection can make the other silent. Look at the light and listen for the voice prompt saying the name of the connected device.
The checks in more detail
In the Bose Music app, check that the earbuds are shown as connected, and look at the battery levels of each bud. A bud with a flat battery on its own will not play, so put both back in the case for a few minutes. Then check the source. Open the phone's output selector or Bluetooth settings and make sure the earbuds are the audio output and that Media audio is ticked for them; a phone may be sending audio to a car or a speaker it remembers.
Raise the volume on the phone and in the app, and check that the sound is not paused. Disconnect other devices that may be holding the audio path, such as a laptop or a TV connected in the background, since the earbuds connect to two devices. Try another app to see whether the problem is one app, and restart the phone. Try forgetting the earbuds in the phone's Bluetooth list and pairing them again, after putting them in the case and holding the button on the case until the pairing light flashes.
If the earbuds connect but the sound is faint, check that the nozzles are not blocked by wax and that the Aware or Quiet mode is not confusing you. Update the firmware from the app. Keep the earbuds and case charged, since a very low battery causes odd faults. If the earbuds play on another device but not on yours, the fault is in your device's Bluetooth, and a restart or network reset may help. If they are silent on every device even after a reset, contact Bose with the serial number for warranty service.
Differential
Likely causes of “Bose QuietComfort Ultra Earbuds connects but has no sound”, and how to tell them apart
- 1
One earbud flat or not seated
What separates it Silence or one side only
How to confirm Charge both in the case
- 2
Audio sent to another output
What separates it Connected but silent
How to confirm Select the earbuds as the output
- 3
Another device holding the audio
What separates it Silence with two devices connected
How to confirm Disconnect the second device
- 4
A stale pairing
What separates it Odd behavior
How to confirm Forget and pair again
- 5
Blocked nozzles
What separates it Faint sound
How to confirm Clean the nozzles
Before you touch a setting
Record this first — changing settings destroys the evidence
- Whether both buds show as connected
- The battery levels
- Which device and app
- The firmware version
Try in this order
0 of 6 completedCharge both earbuds
ReversibleIn the case.
Check the connection
ReversibleIn the app.
Choose the output
ReversibleOn the phone.
Disconnect other devices
ReversibleIf two are connected.
Forget and pair again
ReversibleWith the case button.
Update the firmware
ReversibleIn the app.
Model-specific
What is true of this model and not of its siblings
- Pair connection
- Both earbuds work together.
- Case
- It charges and starts pairing.
Stop boundary
When this stops being a self-service repair
- !If they are silent on every device after a reset, contact Bose with the serial number
- !Update the firmware first
- !Test another app
Evidence ledger
Sources behind this answer
Exact questions
Common questions
Why do my Bose earbuds play nothing?+
The audio goes elsewhere or a bud is flat.
Can one earbud stop both?+
Yes, they connect as a pair.
How do I pair again?+
Hold the case button until the light flashes.
Do I need to clean the nozzles?+
If the sound is faint, yes.