Article ID : 00206324 / Last Modified : 08/23/2019

The software update for my headphones doesn't complete

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    If any of the issues listed below occurs, follow the instructions.

    • The update stops before completion.
    • The screen displays Software transfer failed message and the update stops.
    • The update stops at the Please wait...Downloading software... or Please wait...Updating... screen.

    Power reset your mobile device

    1. In the Headphones Connect app, tap Cancel to exit.
    2. Turn off all Bluetooth® devices connected to your mobile device, including the headphones.
      • The software update may not start if Bluetooth devices are connected to your mobile device.
    3. Turn off your mobile device.
    4. Turn on your mobile device.
    5. Launch the Headphones Connect app.
    6. Try to complete the software update of your headphones.

    Note:

    • Turn off or close other apps on your mobile device.
    • Keep your headphones as close to your mobile device as possible.
    • Make sure to keep other devices that transmit radio waves, including Bluetooth and Wi-Fi® devices, away from your headphones and mobile device.
    • Turn off the Google Assistant settings when using an iOS™ device.

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