SoundLink® on-ear Bluetooth® headphones

Sold from 2014 - 2017

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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:

Bluetooth® operation is disabled while charging.

The headset begins charging when connected to a charger or powered USB jack. While charging, Bluetooth functionality is disabled. To play audio from and/or pair Bluetooth devices, disconnect the headset from the charger once it is sufficiently charged.

Alternatively, you can listen to audio while charging the headset by using the supplied backup audio cable.

Confirm the headset is connected to the Bluetooth® device.

Power on the headset, then press any button to view the Bluetooth and battery lights. If the Bluetooth light is flashing or not lit, the headset is not connected. Try reconnecting the headset in the Bluetooth settings of the device. If is still doesn't connect, see Cannot connect a Bluetooth® device.

Reboot the Bluetooth® device.

Electronics might need to be reset on occasion to correct minor issues. This is typically done by shutting down the device, then powering it on again.

Be sure your product is within 33 feet (10 meters) of the Bluetooth® device.

Bluetooth range is about 33' (10 m). This range can be reduced by obstacles (i.e. walls, doors, pockets, nearby Bluetooth devices, etc.). Try moving the device and product closer together.

Try connecting the device with the included audio cable.

Note: When the audio cable is connected to the headphones, Bluetooth® functionality is disabled.
  1. Connect the smaller end of the audio cable to the jack at the bottom of the left earcup
  2. Plug in the other end of the cable to the 1/8" (3.5 mm) headphone jack on your device.

Try a different app.

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

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 it, then reconnect your device. For more info, 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.

Try connecting a different audio device.

If available, connect another audio device using the same cables and connections to determine if the issue is related to the first device or its settings.

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
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