QuietComfort® 20 Acoustic Noise Cancelling® headphones — Apple devices

Sold from 2015 - 2021

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Buttons on product do not work or work intermittently

If you push the buttons on your product but they do not respond or do not control you product as expected, try the following:

Reboot the connected device.

Electronics might need to be reset from time-to-time—much like rebooting a computer. Power off the device, then power it back on and try again.

If connected, bypass any adapters or extension cables.

If your product connects to the device using an extension cable or adapter, disconnect the extension cable or adapter to determine if the issue is related to it.

Connect the headphones using a 4-conductor headphone extension cable.

If an extension cable is required, a 4-conductor cable is necessary for full button functionality.

Remove the connected device from any case or protective sleeve.

A case or sleeve may prevent the audio cable from seating properly into the headphone jack. If using a case, remove it and try again.

Check that the headphone jack is clean and free of debris.

Use a flashlight or other light source to check if any lint or debris has entered the headphone jack on the device, which can interfere with the connection.

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.

Not all functions in all applications are supported.

The Volume and Answer/End buttons were designed specifically to work with iPhone and core Apple applications. Third party applications and non-Apple products may have no or limited functionality.

Be sure the buttons on your product are not stuck.

When you push a button on your product, you should feel it depress. When you release the button, it should snap back to its original position. If it does not, it may be stuck. Check for and clean any debris around the button.

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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