14
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).
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