No audio from product

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 info, see Connecting a Bluetooth® device.

Just like restarting your phone can fix small issues, resetting your earbuds can help resolve minor problems.

1. Place the earbuds in the case - the light inside the case should illuminate.
2. Close the case and connect the charging case to power.
3. Once the light on the front of the case illuminates, press and hold the button on the back of the case until the front light turns off.
4. Remove the earbuds from the case.

Here's a video tutorial:

Product updates keep your system working at its best. For more info, see Updating the software or firmware of your product.

If the issue only occurs with a particular app, it is likely related to the app or app settings.

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.

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 it, then reconnect your device. For more info, see Clearing the product memory of paired Bluetooth® devices and Connecting a Bluetooth® device.

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.