My headphones aren't working properly - what can I do?

The most common issues with headphones are: 

• One side is defective, too quiet, or distorted
• Bluetooth connection problems
• No sound
• Battery not charging
• Interference/static/crackling
• Visible damage

This article helps you identify possible causes and thus solve the problem. 

  True Wireless (TWS) Headphones

• Check the headphones or earbuds and charging case. Are there protective films, dirt, or deposits on the charging contacts in the case or on the earbuds? If yes, use the tips from our blog →  You can find more tips on cleaning headphones in our blog.
• Check the battery level. Are the batteries of all components sufficiently charged? If not, you can find support here →  The battery of my headphones or Bluetooth device does not charge Charge the headphones fully once.
• Check the connection to the playback device. Test the headphones on another device to rule out that the problem lies with the port or the audio source. For connection problems, you can find support here → Bluetooth connection problems
• Check the audio source. Is stereo actually being output, or is one of the channels (accidentally) disabled? Is mute activated? Can you possibly update the software/app/audio driver? Test the headphones on another device to rule out that the problem lies with the port or the audio source.

Bluetooth Headphones with Headband

• Check the headphones themselves. Can you see a problem? Is the connection between the two ear cups or even the headband damaged?
• Use a headphone cable instead of Bluetooth. If you can now hear normally from both ear cups again, the Bluetooth connection seems to be disturbed. For connection problems, you can find support here → Bluetooth connection problems
• Check the audio source. Is stereo actually being output, or is one of the channels (accidentally) disabled? Is mute activated? Can you possibly update the software/app/audio driver? Test the headphones on another device to rule out that the problem lies with the port or the audio source.
• Check the battery level. Are the batteries of all components sufficiently charged? If not, you can find support here →  The battery of my headphones or Bluetooth device does not charge Charge the headphones fully once.

Wired Headphones

• Check the headphones themselves. Can you detect a defect? Is the connection between the two ear cups or even the headband damaged?
• Check the cable. Move the cable gently. Can you detect a broken cable, a loose connection, or a defective plug? Replace the cable if necessary.
• Check the headphone jack: Is the cable properly seated? Is the port free of dirt? Test the headphones on another device or another port.
• Check the audio source. Is stereo actually being output, or is one of the channels (accidentally) disabled? Is mute activated? Can you possibly update the software/app/audio driver? Test the headphones on another device to rule out that the problem lies with the port or the audio source.

If you detect a defect, have gone through the checklists unsuccessfully, and the instructions for your product do not help either, please contact us.