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Troubleshooting
Problem Solution
Power is not supplied Charge the product.
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 product and the Bluetooth device, and
then pair the product with the device again.
No sound is heard or the sound
is faint
Turn on the power of the product and the Bluetooth device.
Turn up the volume of the product and the Bluetooth device.
If the Bluetooth device is set to the HFP/HSP connection, switch to the A2DP
connection.
Place the product and the Bluetooth device close together and keep such
obstacles as people, metal, and walls from coming between the two.
Switch the output of the Bluetooth device to the Bluetooth connection.
Sound is distorted / Noise is
heard / Sound cuts out
Turn down the volume of the product and the Bluetooth device.
Keep the product away from devices that emit radio waves, such as microwave
and wireless routers.
Keep TVs, radios, and devices with built-in tuners away from the product. 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.
Using the settings of your Bluetooth device, turn off the aptX codec, and then
connect the product.
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 of the product and the Bluetooth device.
If the Bluetooth device is set to the A2DP connection, switch to the HFP/HSP
connection.
Switch the output of the Bluetooth device to the Bluetooth connection.
The product cannot be charged Securely connect the included USB charging cable and charge the product.
Audio is delayed (video and
audio are out of sync)
Refer to “SBC priority connections (for when sound is delayed significantly)”
(p.15) to change the codec connection to SBC.
Noise-cancelling effects cannot
be felt
Confirm that the noise-cancelling indicator lamp lights in green.
Put on the product again. The product may not be positioned correctly on your
ears.
The noise around you may not match the cancelling frequencies.
Bluetooth device operations vary from one device to another. For details about how to operate your Bluetooth device, refer to
the device’s user manual.
If the problem still remains, reset the product. To reset the product, refer to “Reset function” (p.12).
15


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