Troubleshooting
Pairing
Issue Resolution
How do I pair my earbuds to a mobile
device?
See Pair to mobile device on page 15.
How do I pair my earbuds to a computer
or laptop?
Plug in the hi-fidelity USB Bluetooth adapter to your
computer or laptop. The adapter is paired to your
earbuds and connects to computer audio. See
Connect to PC.
Why should I use the USB Bluetooth
adapter instead of my computer's
Bluetooth?
Your USB Bluetooth adapter provides the best PC
connection, softphone functionality and acoustic
sound quality through your earbuds. See Connect to
PC, Configure USB adapter for streaming media.
How do I pair my USB Bluetooth adapter
to another supported Poly audio device?
Poly Lens Desktop App is required to pair your USB
Bluetooth adapter to another device. Your Bluetooth
adapter remembers up to 2 supported Poly audio
devices, but connects to only one at a time. See Pair
USB adapter again.
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 either earbud button.
• Ensure that Bluetooth is enabled on your paired
device.
• Ensure that your earbuds are removed from your
case, powered on and paired to your mobile
device. See Pair mode.
• Ensure that your earbud firmware is up-to-date
in Poly Lens App. See
Can I connect my earbuds to a mobile
phone and computer at the same time?
• Yes, your headset can connect to mobile and
computer. Your headset remembers up to 8
devices, but connects to up to 2 devices at a time.
That includes the USB Bluetooth adapter.
• Use your charge case touchscreen to switch to
another audio device. See Choose audio source.
Audio
Issue
Resolution
I can't hear anything in one or both
earbuds.
• Check earbud volume level. See Adjust the
volume.
• Check volume level on your paired mobile device.
• Check volume level on your connected
computer.
• Power off and on to reset your earbuds. See
Power on/off earbuds.
• Ensure that your earbuds are powered on and
paired to your mobile device. See Pair to mobile
device on page 15.
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