QuietComfort® 20 Acoustic Noise Cancelling® headphones — Apple devices

Sold from 2015 - 2021

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Noise cancellation is not working

The combination of both active and passive noise reduction technologies in your headphones is desgined to block out most sounds but may not block out everything. You may still hear higher pitched sounds like sirens and even human voices, although the volume of these sounds should be dramatically reduced. If you feel you are not geting any noise reduction with your headphones, here are a few steps you can try.

Do you hear static or distorted audio while in noisy environments?

If the audio is distorted while in loud environments such as construction zones or during take off on an airplane, see Crackling sound heard in noisy environments.

Move away from any hard surfaces.

Reflected sound (caused by using the headset close to a hard surface – like a wall) will negatively affect noise cancellation.

See if the light is lit on the headset control module.

The cancel noise, the headset must be powered on. Flip the switch on the control module to the on position: If the battery light does not turn on, see No power.

Determine if Aware Mode is on.

If the headphones are in Aware Mode, noise cancelling will be reduced and audio quality may be perceived as being different. In full noise cancelling mode, the green noise cancelling LED will be lit. Push the button on the side of the volume control housing to toggle Aware Mode on and off.

Make sure you are using the correct eartip size to ensure a proper and secure fit.

Using an eartip that is too big or small for your ears will affect audio quality and noise cancellation.

Make sure you are using StayHear+ eartips.

These headphones are designed specifically for use with StayHear+ eartips. Use of any other eartips, including original StayHear tips, will result in low audio, poor sound quality and/or reduced noise cancellation.

Your StayHear+ Tips should look like this:

stayhear plus tips

Be sure the openings on your headphones are clean and free of debris.

Check if anything is blocking any openings on your headphones, ear tips or the mesh grilles under the ear tips (i.e. ear wax, dust or other debris). For more info, see Cleaning ear tips and mesh grilles.

Check if the battery is charged.

Be sure the battery is not depleted. For more info see, Checking the remaining battery charge and Charging your headphones.

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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