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 talk-through function is turned on/off. If the talk-through function is on, the volume of music being played back will decrease automatically. For details on operating the talk-through function, refer to Talk-through function.

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.

Noise is generated when using the noise-cancelling function

A slight humming sound may be heard when using the noise-cancelling function. This is a sound generated by the noise-cancelling function; it is not a malfunction.
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.
To maximize the noise-cancelling effect, select the eartips that offer the best sound insulation for each side to block surrounding sound, and insert the headphones into the ears correctly.
When you use the product in a train or a vehicle such as bus or truck, noise may be heard depending on rail/street conditions.

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.

The charging case gets unusually hot during wireless charging

Make sure no objects are caught between the charging case and the wireless charger. Do not allow any objects between the charging case and the wireless charger when using wireless charging. For details, refer to the user manual of your wireless charger.

Headphones cannot be charged

Make sure that the product is placed in the charging case correctly.
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 charging case indicator lamp flashes in yellow

Foreign matter is detected inside the charging case battery jack. Stop using the product and check for any foreign matter inside the charging case battery jack.

Bass is insufficient

Select the eartips that best fit your ears, and wear the product securely. It may be difficult to hear bass sounds if the eartips do not fit snugly in your ears.
Use the “CONNECT” app to change the equalizer function setting. Change the setting so that the desired sound quality is applied.

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