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No audio from product
If your product seems to be set up properly but does not produce sound, try the following:
If only using one earbud, make sure to use the right earbud or update your product to software version 1.3.26 or later.
If you earbud's software version is lower than 1.3.26, you can only use the right earbud for single-bud use. To access independent single-bud use with either the left or right earbud, make sure to update your software to version 1.3.26 or later. See Updating the software or firmware of your product for additional help.
For software versions lower than 1.3.26
For software versions lower than 1.3.26
- The right earbud is the "primary" or main earbud; it controls the left earbud by relaying audio from the source device. If you place the right earbud in the case by itself with audio streaming and close the case, audio will stop, and the earbuds will turn off
- The right earbud also has the microphone for phone calls. Make sure you use the right earbud for phone calls
Reboot the Bluetooth® device.
Electronics might need to be reset on occasion to correct minor issues. This is typically done by turning the device off, then powering it on again.
If adding a device to Windows 10, be sure to connect to the Bluetooth® device with the headset or speaker icon.
In Windows 10, your product shows up twice in the Bluetooth device list: once with a device icon and LE- before the product name and once with a headphones or speaker icon. Select the option with the headphones or speaker icon. Do not select the LE- listing.
Tip: If you already paired to the device icon, just connect your product again and choose the listing with the headphones or speaker icon. For more information, see Connecting a Bluetooth device.
Tip: If you already paired to the device icon, just connect your product again and choose the listing with the headphones or speaker icon. For more information, see Connecting a Bluetooth device.
Update your system software.
Product updates keep your system working at its best. For more info, see Updating the software or firmware of your product.
Try a different app.
If the issue only occurs with a particular app, it is likely related to the app or app settings.
Determine if the issue occurs with another Bluetooth® device.
The source device currently paired to your product may be causing the issue. Try pairing a different Bluetooth source to see if the issue is isolated to that device.
Clear your product's memory of previously paired Bluetooth® devices, then reconnect.
Your product remembers the last several devices it connected to so it can quickly reconnect to them. In case of an issue with the device memory, clear its Bluetooth pairing list, then reconnect your device. For more information, see Clearing the product memory of paired Bluetooth devices and Connecting a Bluetooth device.
Remove your product from the memory of the Bluetooth® device, then try again.
In the Bluetooth settings of the Bluetooth device, find the list of previously connected products. Remove your product from the list, then reconnect it to the device. For more info, see Connecting a Bluetooth device.
Reset your product.
Much like rebooting a smartphone, your product might need to be reset on occasion to correct minor issues. For more info, see Resetting your product.
Your product may need service.
If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
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