1312
ENEN
PROBLEM CAUSE SOLUTION
No sound. The earbuds or/and software volume is set
to minimum.
Follow the instructions to adjust the volume.
Earbuds work with my
smartphone but not with my
computer.
Your computer's BT drivers are not
updated.
The earbuds need to be supported by the BT
adapter in your computer. To ensure the BT
adapter for your computer is working correctly,
update the drivers to the latest version. In addition,
you may need to check that your computer's
BT adapter supports A2DP (Advanced Audio
Distribution Prole), HSP (Headset Prole), and/or
AVRCP (Audio/Video Remote Control Prole).
Cannot nd the earbuds in
the BT list.
Bad BT connection. Deactivate the BT function of the previously paired
device or remove the earbuds from the BT list and
connect them again.
The distance between the earbuds and
the media source is too large.
Place the device to be connected closer to the
earbuds.
Cannot connect with a
device.
The distance between the earbuds and
the media source is too large or there are
secondary BT disturbances.
Place the earbuds and your device closer to each
other. Move both devices away from other BT
devices, microwaves, wireless routers, and other
electronic devices.
The media source’s BT function is
disabled.
Make sure the BT function is active before pairing.
Bad BT connection. Remove the earbuds from the BT list and connect
again.
Reset the earbuds and pair again (see "Resetting
Your Earbuds").
Intermittent BT connection. The distance between the earbuds and
the media source is too large.
Move the device closer to the earbuds.
Disturbed BT connection. Remove the earbuds from the BT list and connect
again.
Secondary BT disturbance. Switch off other BT devices to decrease the
interference.
Cannot use a single earbud. You have paired the wrong earbud. Make sure both earbuds are paired with your
device rst. Then, follow the steps to pair a single
(left or right) earbud with your device.
EARBUD PROBLEMS
PROBLEM CAUSE SOLUTION
Earbuds do not switch on. Battery drained. Battery low, charge it by placing both earbuds
inside the charging case.
Earbud charging failed. The battery of the charging case is
drained.
Place both earbuds inside the charging case
properly until they magnetically snap into place.
Make sure the charging case is fully charged.
Earbuds do not respond to
touch control.
You are touching the wrong surface. Make sure you are touching the correct touch
control surface.
The earbuds don't t. Make sure you are wearing them properly.
Wet ngers Make sure your ngers are dry.
Function anomalies Reset the earbuds and pair them again (see
"Resetting Your Earbuds").
SOUND HELP
PROBLEM CAUSE SOLUTION
No sound coming from one
of the earbuds.
The distance between earbuds is too
large.
Make sure the earbuds are within range of each
other.
In-Ear detection sensor blocked. Make sure the In-Ear detection sensor is not
blocked.
Function anomalies. Place both earbuds back inside the charging case,
and then take them out again.
Poor sound quality. The earbud nozzles are dirty. Clear any debris from the earbud nozzles.
The distance between the earbuds and
the media source is too large
Move both devices closer to each other or remove
any obstacles between them.
Secondary media source problems. Try a different media source.
The microphone does not
pick up sound.
Blocked microphone. Make sure the microphone is not blocked or
covered.
Muted microphone. Make sure the microphone is not muted on your
phone.
BT connection issue. Remove the earbuds from the BT list and connect
them again.
Cannot hear the caller while
on a phone call.
The smartphone volume is set to Minimum
or muted.
Set the volume to a higher level.
Cannot hear my own voice
while on a phone call.
Blocked microphone. Make sure the microphone is not blocked or
covered.
Warranty statement
All electrical and electronic products commercialized by Prozis via www.prozis.com are cov-
ered by the warranty applicable to the purchase and sale of consumer goods.
GENERAL CONSIDERATIONS
This document contains the terms and conditions of Prozis’ warranty for nal consumers.
This warranty is valid exclusively for consumers who purchase the product for non-profession-
al purposes.
WARRANTY PERIOD
Prozis guarantees the product is to remain free from material and production defects for a
3-year period, counting from the date of initial purchase by a consumer and respective deliv-
ery, or for longer if legally established by the applicable national law.
In the event that repair is required, this 3-year period is suspended during repair time.
CONSUMABLES
The gradual performance decrease caused by prolonged use of the product’s consumable
components, such as batteries, is not covered by this warranty unless the malfunction is
caused by faulty design, materials or production.
