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Droid Turbo bluetooth disconnects from bluetooth headset.

Hello, I upgraded to the droid Turbo from the Maxx about two months ago and ever since I upgraded from the maxx to the turbo my bluetooth Sennheiser MB Pro 1 UC ML headset disconnects during conversation. (http://en-us.sennheiser.com/mb-pro-1-uc-ml-and-mb-pro-2-uc-ml) I work at a nonprofit that serves homeless Veterans and so oftentimes I am listening to their situations and suddenly I just don't hear them anymore on my bluetooth headset. I then have to pick up the droid turbo and manually switch to speaker or headset but by then I have missed important parts of their situation and most times, by the time I get them back they are saying "hello? hello?" I have been struggling with this disconnect isue for two months now and so many interuppted calls. I ordered a new replacement headset from Sennheiser thinking it was the headset and the new one arrived last week. I paird the new Sennheiser headset (same model) and it cut out during a conversation with our executive director and I had to scramble to put her back on speaker phone. Since this never happened with the droid maxx, only started happening with the turbo, still occurs after a factory rest with the turbo and is the same issue with two headsets, I believe it is the phone. Does anyboy else have blue tooth connectivity issues with the turbo and if so, please help. Bluetooh is vital for the job I do and it has been so unbelievabley hard the past two months ever since I upgraded from the maxx to the turbo for this bluetooth connectivity issue.

Comments

MiiHere

Is your phone up to date with the latest software?

MiiHere

On page 24 it talks about how to update the headphones software:

http://en-us.sennheiser.com/global-downloads/file/1822/MB_Pro1_Pro2_EN_0414_INT_new.pdf

David95238

On the droid Turbo I went to settings, system updates, and it says my device's software is up to date. Under 'about phone' it shows I am running Android version 4.4.4

David95238

Thank you for this. I did update the firmware of the headset with the assistance of the Sennheiser representative with both headsets and the disconnect problem still persists on my droid turbo

MiiHere

Can you recreate the issue? Does it happen when something specific goes on?

David95238

I thought perhaps It might be an app I had disabled so here is a list of the apps I have disabled since the factory reset last night:

-Amazon

-Amazon App Suite

-Amazon Mucis

-Appstore

-Command Center

-Droid Zap

-Family Base Companion

-Hangouts

-ImDb-

-Message+

-NFL Mobile

-Slacker Radio

-VZ Navigator

MiiHere

None of them are anything that sends up a red flag, did you do disable all these apps before pairing the Bluetooth or after?

David95238

Also, I have one game on the droid turbo and when I play the game the music from the game goes to the headset and I have never experienced a Bluetooth audio disconnect when playing the game.

I have never played the game for more than ten minutes at a time with the headset so maybe perhaps it just hasen't cut out yet but traditionally, when I am talking with a person it disconnects within a few minutes and when I play a game, the audio does not disconnect. My wife has now given me permission to play the game for more then ten minutes so I can test it.

MiiHere

Haha. Well that was nice of her!

I don't see a reason why they wouldn't be compatible.

Have you tried your phones Bluetooth with any other devices? A speaker perhaps?

David95238

Yes. The phone does not disconnect in my car Bluetooth and I just played the game for nearly 15 minutes and there was no disconnect. For some reason, the disconnect only occurs when I use the headset and when I'm talking to a person

David95238

I don't know if this is something the new droid turbo update would fix or if I should perhaps see if based on this occurance I could exchange the turbo at Verizon

Verizon_Support

Thanks for all of your efforts and the fantastic details, David95238. I've passed on all the details to our testing team to work directly with Motorola and Sennheiser to investigate a bit further. While I work with this great research team, please unpair/forget all devices from the phone as well as any other devices that may be connected to the headset (so if you still have your old Maxx handy, unpair the headset from there too). Then only pair the Turbo to the new headset.

JenniferH_VZW

Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

David95238

Ok, I no longer have the droid maxx so I will unpair/forget all devices from the turbo and wait to hear, thank you. Please let me know how it turns out as I am the program and outreach manager for a nonprofit that serves homeless veterans and am constantly on the phone with families in crisis so the nature and traveling of my work prohibits me from using the speaker and I cannot type accurately while trying to hold the phone to my ear. Thus, until it gets fixed, I am holding my flat phone to my shoulder while trying to type urgent situations. Thanks again so much, hope to hear soon, or at least get ideas on suitable replacements with one earpiece and a boom similar to the MB Pro 1 that would work with the turbo.

MiiHere

It might take awhile for them to get in touch, you could get a cheap set of earbuds with a mic to use. On amazon a pair is usually only $10, but then again your new phone might have come with earbuds that have a mic. Not the best quality, but much better than needing to go see the chiropractor after work each day.

David95238

At this point, I can tell you that Robert, the tech from Verizon is the man. After talking with Robert and trouble shooting some options Robert instructed me to turn off the HD Voice on the droid Turbo as it appeared that the Sennheiser MB Pro 1 UC ML (Sennheiser MB Pro 1 ML & MB Pro 2 ML - Bluetooth Business Headset for Phones, Tablets, Mobile Phones) also had HD Voice which may in some way be interfering with the Droid Turbo HD Voice, causing loss of connection during call.

I have since turned off the HD Voice on the turbo and my headset has not cut out in the past 20 to 25 minutes I have been on it.

The one thing though is that unless Sennheiser does a firmware update making the headset compatible with the Droid Turbo, I must toggle the HD voice on and off on the phone if I want to use data while talking. This could be tough for me as I work with homeless Veterans and sometimes I drive to their location using GPS and must field calls in between to receive updates on their situation. Thus, I must now toggle the hd voice on and off whenever I am using the headset which is going to be a chronic inconvenience unless Senheiser does a firmware update.

Otherwise, Robert, you are outstanding and thank you for your professional support.

bsprout3

Was this issue ever resolved? I'm having the same issue. I have a Droid Turbo as well. I thought it was the headset. I previously used the LG HBS-700. I ended up getting a NOA Bluetooth headset and it does the same thing. I listen to podcasts all day long and it never cuts out. If I'm talking to someone it cuts out all the time. Would really like to get this resolved. Thank you...

yuzhakov1709

Great info! I would never guess that the USB connector is located under the ear pad. I have previously tried to update the firmware but could not connect to my Bluetooth headset from my computer.

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