> When in Trouble > Troubleshooting

Troubleshooting

Main Unit

Symptom

Action

Unable to pair

Place both earphones into the charging case, wait for the indicator light to turn off or on, followed by taking out both earphones again at the same time.

When pairing, make sure the BLUETOOTH device is within 1 m of the System.

Operate the BLUETOOTH device to connect.

Turn on the BLUETOOTH device and enable pairing.

Delete the pairing information on the BLUETOOTH device list and perform pairing again.

Perform operations after setting the BLUETOOTH function of the connected device to OFF and then to ON again.

Perform operations after turning off the connected device and on again.

Refer to the steps to establish a connection. Connecting (Power On)

Check whether the System is connected to another device. Turn off the BLUETOOTH settings of other devices and enable pairing with the desired device.

The earphones flash and connection cannot be established

Turn on the BLUETOOTH device, enable its Bluetooth function and select the System from the BLUETOOTH device list.

Place both earphones into the charging case, wait for the indicator light to turn off or on, followed by taking out both earphones again at the same time to connect. After taking out the earphones, move the L and R earphones close to each other.

Sound is heard only from the left or right earphone

Place both earphones into the charging case, wait for the indicator light to turn off or on, followed by taking out both earphones again at the same time to connect. After taking out the earphones, move the L and R earphones close to each other.

Reset the setting to factory default and connect again. Restoring the settings to the initial state

Check whether one of the earphones is connected to another BLUETOOTH device. Turn off the BLUETOOTH settings of other devices and enable pairing with the desired device.

The sound is choppy and there is noise

Use the connected device in a position or orientation that allows for the most stable communication. The sound tends to be interrupted when the System is covered with the hands.

Try reducing the number of apps running on the BLUETOOTH device connected.

Charge the main unit. Charging

After connecting to the System, the BLUETOOTH device connected does not function immediately

Depending on the BLUETOOTH device connected, even when the indicator lights up after connecting to the System, the BLUETOOTH device may not function immediately due to the time lag in the connection operation. Wait for a few seconds and try operating again.

No response from the touch sensor

Re-charge the system and switch power on.

Touch it directly with the ball of your finger. Do not touch with a pen or your fingernail.

The touch sensor does not work if the sensor or your finger is wet. Wipe your finger dry with a cloth.

The touch sensor does not work with gloves. Remove your glove and operate again.

The touch sensor does not work when there is hair on the sensor. Touch the touch sensor area directly.

Touch the center of the touch sensor area.

The volume is low or the sound is unpleasant

Increase the volume on the System or the BLUETOOTH device connected.

Insert the ear pieces more securely.

Change the size of the ear pieces. Wearing

Unable to skip back to the previous track

During playback tap the touch sensor area on the R earphone 3 times quickly. The previous track or beginning of the current track will be played.

Unable to skip to the next track

During playback tap the touch sensor area on the R earphone 2 times quickly. The next track will be played.

The earphones fall off the ears easily

Change the size of the ear pieces. Wearing

The sound is distorted

Adjust the volume on the BLUETOOTH device connected so that there is no distortion, and then adjust the volume on the System.

Charge the main unit. Charging

Ring tone is soft and cannot be heard

The ring tone may not be heard from the earphone if the silent mode of the BLUETOOTH device is turned on. Turn off the silent mode of the BLUETOOTH device or adjust the volume of the ring tone.

The System does not work correctly

Re-charge the system and switch power on.

Unable to turn on the power

Charge the charging case first. Charging the charging case

Charge the main unit. Charging

Unable to charge and turn off the power
(earphones)

Remove both earphones from the charging case and place them back in again.

Make sure that the earphones are fully inserted into the charging case.

Use a cotton swab to remove any dirt from the contacts of the earphones and charging case.

Charge the charging case first. Charging the charging case

Unable to charge
(charging case)

Make sure that the USB cable is plugged in all the way.

Please charge within the charging temperature range (5 °C (41 °F) to 35 °C (95 °F)).

The earphones are turned on during charging

Charge the charging case. Charging the charging case

Unsure what the flashing and lighting up of the indicators indicate

Refer to Indicator status list.

Music or voice calls cannot be heard

Delete the pairing information on the BLUETOOTH device list. Perform pairing after turning off the connected device and on again (or after rebooting).

If no sound is heard from the earphones or the earphones cannot be connected to your BLUETOOTH device after performing the operations suggested in the Troubleshooting section, restoring the settings of earphones to the initial state may solve the problem. Restoring the settings to the initial state