Troubleshooting

Power is not supplied

Unable to pair

Confirm that the Bluetooth device communicates using Ver. 2.1+EDR or higher.
Place the product and the Bluetooth device within 1 m (3.3') of each other.
Set the profiles for the Bluetooth device. For procedures on how to set profiles, refer to the Bluetooth device’s user manual.
Remove the pairing information for the Bluetooth device then pair the product with this device again.
Place the headphones in the charging case and close the cover, then remove the headphones and perform the operation again.
“R_ATH-CKR70TW”, “BLE_R_ATH-CKR70TW”, or both may be displayed when pairing. If both are displayed, select “R_ATH-CKR70TW”. If only one is displayed, select that one.
Make sure you are not connected to any other previously connected Bluetooth device. If so, disconnect the product using the previously connected Bluetooth device, and then select the product on the Bluetooth device being connected to. Use forced pairing mode if you are unable to disconnect from a previously connected Bluetooth device. For details, refer to If the product does not connect to a device (forced pairing mode).
Reset the product if it cannot be unpaired, connected, or does not operate as expected even after trying all other solutions. For details, refer to If the product operates abnormally (reset).

No sound is heard / Sound is faint

Turn on the power of the product and the Bluetooth device.
Turn up the volume on the product and the Bluetooth device.
Make sure that the product and Bluetooth device are connected by the A2DP (or audio connection).
Disable pairing for the product and the Bluetooth device, then pair the product with this device again.
Move away from obstacles between the product and the Bluetooth device, such as people, metal, or walls, and place the product and device closer together.
Switch the sound output of the Bluetooth device to the product.
Check whether the quick hear-through function is turned on/off. If the quick hear-through function is on, the volume of music being played back will decrease automatically. Touch the touch sensor on the R (right) side headphone twice in a row to turn the quick hear-through function on or off.

Sound only comes out of one headphone

Make sure there is battery level remaining.
Place the headphones in the charging case and close the cover, then remove the headphones and perform the operation again.
When using a Bluetooth device that supports Qualcomm TrueWireless^™ Stereo Plus, only one headphone may be connected in rare cases. In such cases, unpair the product using the Bluetooth device and then pair the product again.

Sound is distorted / Noise is heard / Sound cuts out

Turn down the volume on the product and the Bluetooth device.
Keep the product away from devices that emit radio waves such as microwaves and wireless routers.
Keep the product away from TVs, radios, and devices with built-in tuners. These devices can also be affected by the product.
Turn off the equalizer settings of the Bluetooth device.
Remove obstacles between the product and the Bluetooth device and place them closer together. For details, refer to For a more comfortable Bluetooth communication experience.
You may be able to improve the connection status by switching the connection codec to SBC. You can change it with our smartphone app. If you are using a connected device such as a smartphone or audio player that can change the connection codec, you may be able to set to SBC on that connected device. For details about the setting procedure, refer to the user manual of your connected device.
The noise-cancelling effect may vary or a loud sound (howling) may occur depending on how you wear the product. In such cases, take off the product and put the product in your ears again correctly.

Cannot hear the voice of the caller / Voice of the caller is too quiet

Turn on the power of the product and the Bluetooth device.
Turn up the volume on the product and the Bluetooth device.
Confirm that the product and Bluetooth device are connected via HFP (or phone connection).
Disable pairing for the product and the Bluetooth device, then pair the product with this device again.
Switch the sound output of the Bluetooth device to the product.

My voice is too quiet for others to hear

Make sure the product is oriented correctly with the tip (microphone) as close as possible to your mouth. For details, refer to Notes for talking on the phone.

Charging case cannot be charged

Securely connect the included USB charging cable and charge the product.
The charging case or headphones may be hot. Allow the temperature of the product to cool sufficiently before charging in a well-ventilated place (10 to 35°C (50 to 95°F)) away from direct sunlight.

Headphones cannot be charged

Make sure that the product is placed in the charging case correctly.
Make sure to close the charging case cover when charging.
Charge the charging case.
Wipe dirt off the charging terminal with a dry cloth.
The charging case or headphones may be hot. Allow the temperature of the product to cool sufficiently before charging in a well-ventilated place (10 to 35°C (50 to 95°F)) away from direct sunlight.

The ear detection function does not work

Check if the ear detection function is on.
Insert the product properly into your ears.
After removing the headphones from the charging case, check that the indicator lamps on the headphones are flashing (ready to use) before wearing them. The ear detection function may not work correctly if the headphones are worn while the indicator lamps are not flashing.

	For details about how to operate your Bluetooth device, refer to the device’s user manual.