Playback issue Bose Quietcomfort 35 II


Userlevel 1

Hi!

I experience problems with playing back music on my Bose Quietcomfort 35 II.

Music stops and starts every few seconds.

How ever Deezer works perfect with all my other bluetooth devices, while using the same WIFI or 4G.

And, the headphones work perfectly with other apps on my Iphone.

 

Please Help!


13 replies

Userlevel 4
Badge +1

Hello,

 

This may be linked to Google Assistant, it is integrated in this model of headphones. Do you know if it has been set up in the Bose Music app?

 

You may try these steps to check if the issue is related:

Quit Deezer app. Open the Settings app, scroll down, select Deezer and disable the Bluetooth permission. Then open Deezer app and try to play a song with your Bose headphones connected in Bluetooth.

 

Can you tell me if this fixes your problem?

 

Thank you.

Userlevel 1

Hi!

 

Thanks for your reply @GuillaumeDZ!

I do not use Google Assistant and dont think I have set it up (properly)

 

Have just tried your suggestion, switching off the bluetooth permission of Deezer.

Unfortunately this did not solve the problem…

 

What to try next?

Userlevel 7
Badge +5

Hey @thijster 

Thanks for coming back. @GuillaumeDZ is one of our devs and he has also reached out to our community team about this. They're trying to address the issue in one of our next releases. Thank you for your patience and support :v_tone2:

Userlevel 1

Hi @Rudi!

 

A message to you: Thanks for the reply!

Can you keep me posted on the developments on solving this problem, please?

Cheers!

 

Userlevel 7
Badge +5

Sure thing @thijster, in the meantime keep an eye for our 2 next releases and let me know how it performs for both. Remember to restart your device each time :wink:

Userlevel 1

Hi @Rudi and @GuillaumeDZ !

 

The playback problem has become worse since the last Deezer update…

 

:nerd:

Userlevel 4
Badge +1

Hi @thijster,

Can you be more specific on how it got worse?

What version of the app are you using? On which version of iOS?

Is the firmware of your Bose headphones up-to-date? Is it happening when connecting the headphones with an audio cable? When using Bluetooth?

Is it also happening when listening to downloaded music ?

 

Maybe you could record and post a video of the issue where we can hear the audio interruptions and see what happens on Deezer player screen.

Userlevel 1

Hi @GuillaumeDZ ,

Well, I have noticed a sort of ‘buffering’  after 20 seconds in to a song…

when i shut everything down and restart Deezer, things work ok for a song or two and then the audio breaks up again.

There might be a thing with the volumebuttons, I have a feeling that the problem is triggered more often just after I’ve adjusted the volume… (This does not happen when I’ve connected my phone to my car)

 

 

Deezer app version: 8.15.0 (8.15.0.3)

IOS version: 13.5.1

Bose App version: 12.0.1

 

Deezer works perfect with all other devices i use it with.

Bose headphone works perfect with other apps I use it with.

Have tried using the audio cable, this seems to eliminate the playback issues.

 

Have not tried listening to downloaded music yet.

Userlevel 4
Badge +1

Hi @thijster,

Thank you very much for all these details.

So if I recap, the issue happens only when connected via Bluetooth and changing the volume seems to be a trigger.

 

Is the issue triggered when the volume is changed using the iPhone buttons ? the headphones buttons ? both ?

Also, when I was asking if your headphones firmware was up-to-date, I was not talking about the Bose app version, but the version of the software integrated in the headphones. You can get this info from Bose app while your headphones are connected, in the “Product Info” section. The last update available for the QC35 II is version 4.5.2, released mid-2019. This update seems to fix volume sync issues among other things, so it could help fixing your issue.

I’m not asking you to update the firmware (since the last version has generated negative feedback from certain users), but just to check your current version.

Userlevel 1

Hi @GuillaumeDZ,

Thanks for your help and effort to solve this issue!!!

 

So if I recap, the issue happens only when connected via Bluetooth and changing the volume seems to be a trigger.

Correct.

 

The firmware version is 4.5.2

Both using the Iphone buttons and the headphone buttons seem to have the same negative effect on the playback.

 

Have checked the Deezer player screen during problem and it does not show anything irregular.

 

Userlevel 4
Badge +1

Hi @thijster,

We tested the exact same headphones model and firmware on our side and were not able to reproduce the issue you are describing.

There must be something in particular on your iPhone or with your headphones that is causing the issue… I assume you already tried to restart your iPhone by turning it off and on.

Can you tell me what is the amount or free storage space on your device and what is the space occupied by Deezer data? You could try to clear the SmartCache from Deezer app settings.

Do you have another device paired with your iPhone in Bluetooth that could conflict with audio playback or volume control? It could be an Apple Watch, another smartwatch, an activity tracker, other headphones or earphones, a speaker, … You should disconnect any other Bluetooth device and try again.

You can also try to unpair your Bose headphones (“Forget This Device” option in Bluetooth settings) and pair them again. 

Userlevel 1

Hi @GuillaumeDZ,

 

Can you tell me what is the amount or free storage space on your device and what is the space occupied by Deezer data? You could try to clear the SmartCache from Deezer app settings.

 

iPhone: 27,4 GB of 32GB used

Deezer: 2,64 GB

 

I have un-paired and paired the headphone serveral times, and have no other devices.

:thinking:

 

Userlevel 1

Hi @GuillaumeDZ,

 

Ok, I have been fiddling about with settings on my phone, with settings of Bluetooth, settings in Deezer and in the Bose app. And I think I have tried every single combination. All with the same outcome.

The playback problem persists…

 

I have noticed that the first couple of songs are played correctly, and then it starts to fall apart…

 

 

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