OnePlus Earbuds Troubleshooting Guide

Issues of Earbuds

Introduction

This section provides troubleshooting steps for common earbud issues.

Modes of Earbuds Introduction

Issues of Noise Cancellation Mode

Troubleshooting:

1. Check the software of the earbuds and update to the latest version.
2. Check the size of ear tips and their fit in the user's ears. Replace with larger tips if necessary to improve noise cancellation.
3. Adjust the wearing angle by slightly pushing the earbuds closer to each ear canal to enhance noise cancellation.
4. If noise cancellation issues persist, follow the relevant after-sales policy.

Issues of Earbuds Control Introduction

Bad/Unresponsive Touch Control of Earbuds

Troubleshooting for earbuds:

1. Check the software of the earbuds and update to the latest version.
2. Navigate to Bluetooth > Headphones > Earbuds Controls and reset the controls.
3. For occasional issues with capacitive touch buttons (OnePlus Buds, OnePlus Buds Z), use a fingertip (with fingerprint) to touch and ensure the correct area is tapped. For piezoelectric earbuds (OnePlus Buds Pro), use two fingers to press/pinch the piezoelectric area.
4. For issues with high probability, follow the after-sales policy for hardware issues.

Music Cannot Be Automatically Paused/Played

Troubleshooting for earbuds:

1. Check the software of the earbuds and update to the latest version.
2. For occasional occurrences, check if the issue relates to a specific third-party app or scenario.
3. For issues with high probability, go to Bluetooth > Headphones > In-Ear Detection and enable the feature.

Symptom: No response or function activated after touch controls.

Applicable to: TWS earbuds

Troubleshooting:

1. Check the software of the earbuds and update to the latest version.
2. Navigate to Bluetooth > Headphones > Earbuds Controls and reset gesture controls.
3. For occasional problems with capacitive touch buttons (OnePlus Buds, OnePlus Buds Z), use a fingertip (with fingerprint) to touch and ensure the correct area is tapped. For piezoelectric earbuds (OnePlus Buds Pro), use two fingers to pinch the piezoelectric area.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

Ineffective Earbuds Controls

Issues of Earbuds Sound

Introduction

Sound Shutter of Bluetooth Earbuds

Symptom: Sound becomes lagging/intermittent when Bluetooth earbuds are connected to a mobile phone.

Applicable to: TWS earbuds/neckband earbuds

Troubleshooting:

1. Connect the earbuds to a mobile phone in advance.
2. Check the software of the earbuds and update to the latest version.
3. Identify the location of the stutter. If traffic lights, induction cookers, cameras, or strong WiFi signals are present, explain that interference may cause sound stutter.
4. Check if the user is listening to music online, as mobile network congestion in metros and crowded areas can cause lag during playback.
5. Check the audio format being played (e.g., LHDC/AAC/SBC) and recommend the AAC format.
6. Wear earbuds in both ears, listen to music, and cover the ears with both hands. If lag or disconnection occurs, the earbuds may be defective.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

Noise Cancellation Issues of Bluetooth Earbuds

Symptom: Poor noise cancellation effects or failure to activate noise cancellation.

Applicable to: TWS earbuds/neckband earbuds

Troubleshooting:

1. Check the software of the earbuds and update to the latest version.
2. Check the size of ear tips and their fit in the user's ears. Replace with larger tips if necessary to improve noise cancellation.
3. Adjust the wearing angle by slightly pushing the earbuds closer to each ear canal to enhance noise cancellation.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

Music is Played Through the Phone Speaker When Bluetooth Earbuds Are in Use

Symptom: When Bluetooth earbuds are connected to a mobile phone, the phone intermittently or continuously plays music through its own speaker.

Applicable to: TWS earbuds/neckband earbuds

Troubleshooting:

1. Check the status of relevant settings. If activated, the earbuds are properly connected to the mobile phone.
2. Voice-related functions on mobile phones (e.g., voice assistant, calls) during voice chats (e.g., WeChat, QQ) can lead to occasional playback through phone speakers due to conflicts with HFP.
3. If a third-party app causes incompatibility (check if other brands experience the same issue), recommend reporting the issue to the app's customer service.
4. OnePlus 9 series and some OPPO phones support wearing detection. Check if earbuds are correctly worn or disable wearing detection and try again.
5. Update the earbud software to the latest version.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

The Right and the Left Earbuds Are Out of Sync or With Unbalanced Sound

Symptom: When earbuds are connected to a mobile phone, the right and left earbuds are out of sync or have unbalanced sound.

Applicable to: TWS earbuds (OnePlus Buds/OnePlus Buds Z/OnePlus Buds Pro)

Troubleshooting:

1. Ensure both the right and left buds are paired and connected to the mobile phone. If only one bud is connected, place both buds in the charging case and reconnect them.
2. Check the sound hole mesh for grease/sweat or dirt. Clean with rubbing alcohol and anti-static brushes.
3. Environmental factors can cause sound sync issues between master and slave buds. Remove and reinsert the earbuds, or place them in the case, close the lid, and reconnect.
4. Restore factory settings for the earbuds.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

Stutter During Playing

Troubleshooting:

1. Connect earbuds to a mobile phone in advance (refer to Bluetooth troubleshooting steps).
2. Check the software of the earbuds and update to the latest version.
3. Identify the location of the stutter. If traffic lights, induction cookers, cameras, or strong WiFi signals are present, explain that interference may cause sound stutter.
4. Check if the user is listening to music online, as mobile network congestion in metros and crowded areas can cause lag during playback.
5. Check the audio format being played (e.g., AAC/SBC) and recommend the AAC format.
6. Wear earbuds in both ears, listen to music, and cover the ears with both hands. If lag or disconnection occurs, follow the after-sales policy for underperforming hardware.

No Sound in Both Earbuds

Troubleshooting for earbuds:

1. Check if the earbuds are connected to a mobile phone.
2. Play music and check the sound.
3. Check the sound hole mesh for foreign substances/dirt (ear wax).
4. Clean the mesh carefully with a small brush or toothbrush, swab with a dry cloth, and inform users about the importance of earbud cleaning.

Low Sound of Both Earbuds

Troubleshooting:

1. Increase the volume of the earbuds and mobile phone.
2. Place both earbuds in the charging case, leave the lid open, press and hold the setup button to restore factory settings, and cancel pairing in the mobile phone.
3. Reboot the mobile phone and re-pair/reconnect the devices.
4. For Xiaomi mobile phones, go to Developer Options and disable Absolute Volume.
5. Update the earbud software to the latest version.

Sound of Call/Video/Game/Music Is Not Played Through the Bluetooth Earbuds in Use

Troubleshooting:

1. Check the status of relevant settings. If activated, the earbuds are properly connected to the mobile phone.
2. Voice-related functions on mobile phones (e.g., voice assistant, calls) during voice chats (e.g., WeChat, QQ) can lead to occasional playback through phone speakers due to conflicts with HFP.
3. If a third-party app causes incompatibility (check if other brands experience the same issue), recommend reporting the issue to the app's customer service.
4. OnePlus 9 series and some OPPO phones support wearing detection. Check if earbuds are correctly worn or disable wearing detection and try again.
5. Update the earbud software to the latest version.

Earbuds Appearance Introduction

Stuck/Squeaky/Broken Hinge

Troubleshooting for earbuds:

1. Open the charging case and check the hinge for foreign substances or blockage (e.g., particles or hair).
2. Remove obstructions with an air cleaning gun or brush. Ensure no unusual sound persists before returning the case to users.

Charging Issues

Introduction

This section addresses charging problems with OnePlus earbuds.

Charging Case Issues Introduction

Charging Issues of Neckband Earbuds

Symptom: Battery remains low after extended charging, or charging repeatedly stops and starts.

Applicable to: Neckband earbuds (e.g., OnePlus Bullet Wireless/OnePlus Bullet Wireless 2/OnePlus Bullet Wireless Z)

Causes of issues:

1. Earbuds unused for a long time.
2. Poor contact between the charging port and connector.
3. Malfunctioning adapter.

Troubleshooting:

1. Wait for earbuds to charge adequately if they have been idle for a long time.
2. Check the charging port for dirt, foreign substances, or liquid. If present, clean the port and replug the cable for charging.
3. Try a different power supply or socket for charging.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

Charging Issues of Earbuds

Symptom: Earbuds themselves cannot be charged, or charging repeatedly stops and starts. (Remove buds, wait for indicator light to turn off, then place left and right buds in the case individually. Check if the indicator light turns on. If it remains off, the bud is not charging.)

Applicable to: TWS earbuds

Causes of issues:

1. Poor contact between the earbud(s) and charging case, or a malfunctioning charging case.
2. Problem with the charging module of the earbud(s).
3. Occasional charging failures may occur if earbuds are improperly angled in the charging case. Remove and properly place them in the case.
4. Sweat and foreign substances can affect earbud performance. Clean the charging contact points and try again.
5. Check the charging clip or pins inside the charging case for deformation, breaks, or if they are stuck. Note that damage from improper operation is not covered by warranty.
6. Check the contact points on the earbuds and the charging case for stains or dirt. Clean them with rubbing alcohol and lint-free swabs.
7. Check the charging case slots for foreign substances that may cause poor contact between charging points and clips. Remove them and try again.
8. Avoid charging in extreme temperatures (below 17°C or above 43°C) for battery safety. Charge between 17°C and 43°C with the lid closed. Temperatures between 2°C-17°C and 43°C-50°C slow charging. Temperatures below 2°C or above 50°C can lead to charging failures.

If the above steps are ineffective after repeated attempts to place earbuds in the charging case, recommend contacting after-sales centers.

Charging Issues of Charging Case

Symptom: The charging case cannot be charged, or charging repeatedly stops and starts.

Applicable to: TWS earbuds (e.g., OnePlus Buds/OnePlus Buds Z/OnePlus Buds Pro)

Causes of issues:

1. Malfunction of the charging case.

Troubleshooting:

1. Check the USB charging port of the case for dirt that may cause poor contact. Clean it and try again.
2. Check the charging case. The indicator light should turn on initially and then off after removing the buds. If the light is red or never turns on, charge for 15 minutes and try again. A yellow or green light indicates charging is in progress. If the light remains off, the case is not charging. Follow the after-sales policy for non-charging issues.
3. Check for damage caused by improper operation, such as liquid ingress, deformation, or meltdown. Warranty does not cover burnt USB ports due to external fire or heat, or short circuits.

Suggestion: Charge the earbuds when the battery is low. Charge the earbuds fully and close the lid before extended periods of inactivity.

Wireless Connection

Wireless Connection Issues Introduction

Bluetooth Issues Introduction

Bluetooth Earbuds Fail to Connect/Pair

Symptom: Bluetooth connection/pairing fails.

Applicable to: TWS earbuds/neckband earbuds

Troubleshooting:

1. Charge the Bluetooth earbuds in advance.
2. Check if the number of paired Bluetooth devices on the mobile phone exceeds the limit (one mobile phone can connect to no more than five Bluetooth devices simultaneously).
3. Keep earbuds away from strong interference sources like microwave ovens or objects with strong electromagnetic fields.
4. Delete information of all connected Bluetooth devices from the mobile phone, restore factory settings to the Bluetooth earbuds, and try pairing again.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

Troubleshooting for Failure of Mobile Phones to Detect Bluetooth Earbuds

Symptom: Mobile phones fail to detect Bluetooth earbuds.

Applicable to: TWS earbuds/neckband earbuds

Troubleshooting:

1. Ensure the Bluetooth device is turned on and visible to other devices.
2. Ensure the Bluetooth device is discoverable within the proper duration (60-120 seconds).
3. Check if the number of paired Bluetooth devices on the mobile phone exceeds the limit (one mobile phone can connect to no more than five Bluetooth devices simultaneously). Otherwise, the mobile phone cannot detect or pair with the earbuds.
4. Ensure the Bluetooth device is not connected to other mobile phones. Disconnect from other mobile phones and try again; otherwise, the device cannot be detected.

If the above steps do not result in successful detection, restore factory settings to the Bluetooth earbuds and try again. If the issue persists, recommend visiting the service center with warranty and relevant certificates.

Connection of Bluetooth Earbuds Automatically Breaks or the Sound Comes Out From the Mobile Phone

Symptom: Bluetooth earbuds connection automatically breaks, or sound plays through the mobile phone.

Applicable to: TWS earbuds/neckband earbuds

Troubleshooting:

1. Check the battery level of the Bluetooth earbuds, as low battery can cause connection failures.
2. Check for environmental interference and ensure the earbuds are within the Bluetooth connection range (10 meters).
3. Turn off and then on the mobile phone's Bluetooth, and try reconnecting the earbuds.
4. Delete information of all connected Bluetooth devices from the mobile phone, restore factory settings to the Bluetooth earbuds, and try pairing again.

If the issue cannot be resolved with the above steps, recommend visiting the service center with warranty and relevant certificates.

Bluetooth Connection Does Not Break Automatically When the Earbuds Is Put Inside the Charging Case

Symptom: Bluetooth connection does not automatically break from the mobile phone when earbuds are placed inside the charging case.

Applicable to: TWS earbuds

Troubleshooting:

1. Check the charging clip or probe inside the case for deformation or breaks.
2. Check the contact points on the earbuds and the charging case clips/probes for stains or dirt. Clean them with lint-free swabs or cloth.
3. If the issue persists after cleaning, recommend visiting the service center with warranty and relevant certificates.

(Note: It is normal if the earbuds are in the charging case with the lid open and the Bluetooth connection does not break.)

No Pop-up for Pairing When the Bluetooth Earbuds Are Being Connected to a OnePlus Mobile Phone

Troubleshooting:

1. The OnePlus Buds app should be installed on the mobile phone. Path: Settings > Apps & Notifications > App Info, and search for OnePlus Buds.
2. The OS version may be too outdated, or the feature may not be adapted for the mobile phone model.
3. No pop-up window appears when the mobile phone screen has been on for more than five minutes. To save power, detection is only active for five minutes after the screen turns on. After this period, detection is off, and no pop-up window appears.
4. The first pop-up was canceled by the user. If the user disagrees with the terms of use during the first pop-up, subsequent pop-ups will not appear. Solution: Go to Apps & Notifications to clear App Data in OnePlus Buds to reactivate the pop-up window.
5. The earbuds are distant from the mobile phone. The Bluetooth connection range is 10 meters, and interferences like buildings or other signals affect the range. If earbuds are too far, detection fails. Suggest moving the earbuds closer to the mobile phone.

Issues With Sound of Bluetooth Earbuds (Listening to Music/Calling/Voice Chatting Over Social Media/Video)

Troubleshooting for earbuds:

1. If a single earbud can be paired with a mobile phone, check each earbud's software version and update them. If a single earbud cannot connect to a mobile phone, it is an issue with that specific earbud.
2. If the software version is the latest, place both earbuds in the charging case, press the setup button for 15 seconds to restore factory settings, and try again.
3. Identify the location of the lag. If traffic lights, induction cookers, cameras, or strong WiFi signals are present, explain their impact on performance.
4. Check if the user experiences the same issue with other earbuds.

The earbuds must be charged in advance.

Bluetooth Connection Issues (Failures of Connection/Pairing or Abnormal Disconnection)

Troubleshooting:

1. Put the earbuds in the charging case, keep the lid open, and press and hold the setup button to restore factory settings.
2. Ensure both earbuds are in the case. Press and hold the setup button for pairing for three seconds. Check if the pairing mode (white flashing light) activates. If not, Bluetooth connection/pairing fails.
3. Check if the earbuds can connect to a mobile phone. If not, Bluetooth connection/pairing fails.
4. Follow the after-sales policy for issues that cannot be fixed.