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No audio in one ear
If sound is missing from the left or right ear while listening to your product, try the following:
Try resyncing the earbuds and charging case.
- Turn off Bluetooth on all devices within 30 ft of the earbuds.
- Place earbuds in the charging case for 5 seconds.
- Remove earbuds from the case. The earbuds and charging case should now communicate as normal.
Make sure the earbuds are firmly seated on the charging pins when charging
- If you place both earbuds in the case and they are not seated on the charging pins, the earbuds will remain on and drain the battery
- The charging pins could also be stuck in a down position. You can push on the charging pin(s) to confirm they are moving up and down and not stuck in the down position
- When placing the earbuds in the charging case, the LEDs on the earbuds should flash or light up. This will confirm the earbuds are connecting with the charging pins
Try turning off In-ear detection
It's possible that a sharp, high-pitched sound could trigger the noise cancelling to feedback or chirp/squeak for a short moment. Additionally, chewing chips, ice etc. creates sound in the ear canal. The ANC system in return may detect this as feedback/squealing and lower the noise cancelling to stop the feedback very quickly. Turning off In-Ear detection may prevent this.
If only using one earbud, make sure to use the right earbud.
- The right earbud is the "primary" or main earbud; it controls the left earbud by relaying audio from the source device. If you place the right earbud in the case by itself with audio streaming and close the case, audio will stop, and the earbuds will turn off
- The right earbud also has the microphone for phone calls. Make sure you use the right earbud for phone calls
Be sure the earbuds are being worn properly.
Proper fit is important for product comfort and performance. If the earbuds do not fit properly or the orientation is incorrect it could lead to poor audio or mic performance. See, Wearing and adjusting your earbuds for more details.
Try a different app.
If the issue only occurs with a particular app, it is likely related to the app or app settings.
Try playing different types of media.
Different media types might produce different quality sound. For example, Podcasts, music stored locally on your phone, MP3s, streaming music services (Spotify, Pandora), videos on your device or stored in the cloud, etc. can all vary in quality. Try different media to determine if the issue is specific to certain media.
Reset your product.
Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, see Resetting your product.
Reboot the Bluetooth® device.
Electronics might need to be reset on occasion to correct minor issues. This is typically done by turning the device off, then powering it on again.
Your product may need service.
If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
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