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Moto G | Q3 Dropping Connection

larry Cobb — Oct 23, 2014 12:26PM AEDT

i have a Q3 that keeps disconnecting (Moto G) and then automatically reconnecting. The earpiece is only 3' away from the phone so it shouldn't be a distance problem.

Also, why you force your customers to create an account just to get support. What is wrong with just an email to tech support?


5 Community Answers

Alan - Oct 23, 2014 at 03:44PM AEDT BlueAnt Wireless Agent

Hi Larry,

In order for us to provide you with the best solution, please answer the following questions.

1. Did the issue occur on the first use? Or was it working fine and only occurred recently?

2. Have you attempted to powercycle your phone by turning it completely OFF and then back on?

3. Have you tried resetting your headset and the connection on your phone?

- Delete pairing information on phone
- Powercycle phone
- Reset Bluetooth headset
- Then pair the headset back to the phone

4. What firmware version is installed on your headset? You can find this via the Bluetooth menu on your phone.

5. Are you able to test your headset with another phone to see if you can replicate the same issue?

Thank you.

P.S. A user login helps organise customer cases and allowing us to provide a more efficient service. It also prevents unnecessary junk-mail and helps reduce, if not eliminate, suspicious emails from attacking our mailbox.


rated : -2 Up Down

larry Cobb - Oct 24, 2014 at 09:05AM AEDT

1. a couple weeks after receiving
2. yes, many times
3. yes, many times
4. v 1.35
5. no, no other phone available


rated : 0 Up Down

Alan - Oct 24, 2014 at 09:26AM AEDT BlueAnt Wireless Agent

Thanks for responding to our questions Larry,

It appears that your headset is still on the old firmware. The firmware version you need to update to is v1.42.

Please click on the link below to download the BlueAnt Updater Software.

http://blueantwireless.com/firmware/q3/BlueAntUpdaterSetup.exe

A Windows popup may appear with the options to run, save or cancel.
Please click the ‘Run’ option to install the software once the download has completed.

Please remember to remove the old pairing information from your phone before pairing your updated device back onto it.
While testing your headset, you must also disable your Wi-Fi connection to eliminate any interferences.

If you are still experiencing the same issue after this, then we do recommend that you try and borrow someone else’s phone to see if you’re able to replicate the same drop out issue.

If you require any further assistance with this, please do not hesitate to contact us directly.

Thank you.


rated : 0 Up Down

Tony Geitenbeek - Feb 16, 2015 at 09:22AM AEDT

I've done all of that and my Q3 still drops out mid conversation and then reconnects 30 seconds later.
I have line of sight with my phone and literally 60 cm away.


rated : 0 Up Down

Alan - Feb 16, 2015 at 10:32AM AEDT BlueAnt Wireless Agent

Hi Tony,

By looking at your account, it appears that we have already replaced this for you.

If you are experiencing the same issue, then it is likely that the problem is related to your phone’s Bluetooth device, hence the reason why we suggest that you try your Q3 on another phone to see if you can replicate the same issue.

While these type of issues are uncommon, the failure rate is approx. 1 per 5000 units. Therefore, to have the same issue recurring on a replacement unit is rare.

Additionally, we also suggest that you update your Q3 to v1.41NB (which is an option for Apple handsets but may also help with your Motorola).

Thanks.


rated : 0 Up Down

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