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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:
Check if the headset is connected to your device with the audio cable.
The headset can be connected via Bluetooth® or the audio cable. When using the cable, the controls on the headset are disabled. In this setup, volume and playback controls can made using the connected device.
Be sure the headset is paired to the phone.
When paired, the Bluetooth indicator light flashes each time the power indicator light flashes. If it does not, see Connecting a Bluetooth® device.
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.
Check the functionality of the Multi-function button.
Depending how you're using with your product, the Multi-function button responds differently. For more info, see Controlling playback.
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.
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.
Update your product
Updating the product's software may resolve some issues with the system. For information on updating the product, see Updating the software or firmware of your product.
On mobile devices, be sure the app you want to control is open or running in the background.
If the app you are trying to control is not open or running in the background, you won't be able to control it. Open the app to be sure it's running. Then, when leaving the app, don't close it completely (i.e. don't clear it from the recent apps screen).
Try a different app.
If the issue only occurs with a particular app, it is likely related to the app or app settings.
Some controls might not be available via Bluetooth®.
Not all controls (i.e. volume, skip track, play/pause, etc.) are available via Bluetooth or with certain devices. Check the device and/or app documentation for more info. Additionally, some controls might need to be enabled in the settings menu of the device.
Determine if the mobile device is running Android 8 or later
Android 8 and later has removed the function of pressing and holding to fast forward or rewinding through tracks. Skipping forward and back should still work, but scanning through tracks is no longer available.
If using the Spotify app for Mac OS X, this is normal.
The Spotify app for Mac OS X does not respond to control commands from the headset. The Mac computer, however, might respond to commands (i.e. The Multi-function might send playback commands to iTunes). Additionally, tones will be heard through the headset while adjusting volume, even while Spotify is playing.
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
Click here to start service
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