Poor sound quality from product

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.

If the issue only occurs with a particular app, it is likely related to the app or app settings.

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.

If your product connects to the device using an extension cable or adapter, disconnect the extension cable or adapter to determine if the issue is related to it.

On the connected device, disconnect the cable that connects your headset. Then, reconnect it to be sure it is fully connected and secure. (Tip: While connected, if you rotate the plug in the jack and hear crackling or intermittent sound, there might be debris or an issue with a contact inside the jack.)

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:

Connect another pair of headphones to the audio device to determine if the issue is with the device or its settings.

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

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.