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I can't pair my new earbuds to my
phone.
Ensure that you power on the charge case before first use. See
Power on the case.
The first time you take your earbuds out of the charge case, the
pairing process begins automatically. See Pair first time.
If your earbuds do not automatically pair to your device, then pair
manually. See Pair mode.
I want to pair to another phone or
pair again to the same phone.
See Pair mode.
IMPORTANT You can connect your earbuds to one device at a time.
I can't hear anything in one or both
earbuds.
Check earbud volume level. See Adjust the volume.
Power off and on to reset your earbuds. See Power on/off earbuds.
Ensure that your earbuds are powered on and paired to your
phone. See Pair mode.
I can't connect to my paired device
or get error messages when I try to
connect.
Reconnect earbuds to your paired device by clicking the right
earbud.
Ensure that your earbuds are powered on and paired to your
phone. See Pair mode.
Ensure that your earbud firmware is up-to-date in BackBeat app.
Download the app: plantronics.com/software
Delete earbud device listings in your phone's Bluetooth menu (PLT
BBPRO5100, PLT BBPRO5100_L) and pair again. See Pair mode.
The earbud sensors are not working
as expected.
A call is not automatically answered
when I put on both of my earbuds
Mute/unmute is not working when I
take off/put on my earbuds during a
call
During a call, mute unexpectedly
turns on.
Understand your earbud sensors. See Use sensors.
Power off and on to reset your earbuds. See Power on/off earbuds.
To use one earbud in mono mode, keep the other earbud in the
charge case. See Mono mode.
Modify earbud sensor settings in BackBeat app. Download the
app: plantronics.com/software
TIP For best audio performance while exercising, turn off sensors in
BackBeat app.
How do I connect a replacement
earbud to my existing earbud and
then pair to my phone?
See Connect new earbud.
Troubleshoot
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