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.
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. With every pressing and holding (for one second) and releasing of the multifunction button, the quick hear-through function will be turned on/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.

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.
The noise-cancelling effect may vary or a bleep (howling) may occur depending on how you wear the product. In these 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.

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.

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