Troubleshooting

 

The earbuds cannot pair with my device.

  • Make sure you select the master earbud on your device when pairing. The LED on the master earbud flashes red and white alternatively in pairing mode.
  • You are only required to pair the master earbud. The master earbud will be shown as paired in the list of Bluetooth devices, whereas, the slave will be shown as unpaired. This is normal.
  • Remove the earbuds from your list of Bluetooth devices on your device. Follow steps in the Pairing section to pair again.
  • You may need to reset your earbuds. Follow steps in the Reset section.

 

Sound can only be heard from one earbud.

  • Place the earbuds back into the charging case and take them out again.
  • Press and hold the multifunction button to turn the earbuds off then turn them on again. The two earbuds should pair with each other automatically.
  • You may need to pair the earbuds again. Remove the earbuds from the Bluetooth list and follow steps under Pairing to pair the earbuds again.
  • If the above does not work, reset your earbuds by following steps in the Reset section.

 

When using with laptops/computers, the earbuds do not reconnect properly.

  • Pair the earbuds again. Remove the earbuds from the list of Bluetooth devices on your device. Follow steps in the Pairing section to pair again.
  • If the above does not work, reset your earbuds by following steps in the Reset section.

 

Why I can’t pair with two devices?

  • The already paired device must be off/out of range from the earbuds in order to pair an additional device

The LED indicator on one of the earbuds flashes blue and red very rapidly and cannot pair with device.

  • The left and right earbuds may have lost connection to each other. Reset the earbud that is working normally.
    1. Turn off the earbud that is working normally.
    2. Press and hold the multi-function button on it for 15 seconds until the LED flashes blue/red quickly.
    3. The two earbuds will automatically reconnect to each other then enter pairing mode. The LED on the master earbud flashes red and white.
    4. Follow pairing instructions under “Pairing” to pair the earbuds to your device again.

 

The charging case can’t charge the earbuds.

  • Adjust the position of the earbuds in the case to ensure proper charging contact. Check to make sure the L/R charging LEDs on the back of the case light red.
  • Make sure the wing tips are installed correctly. If wing tips are installed backwards, it may interfere with charging contact. Refer to the user’s guide for installation details.
  • Charge the charging case to ensure the charging case has enough battery power.

 

The earbuds are not responding to any presses.

  • Place the earbuds in the charging case to charge the batteries.
  • Charge the charging case to ensure it has enough power to charge the earbuds.

 

My earbuds can’t connect to the AUVIO app.

  • If you are using the earbuds and app with an Apple device, you will need to register your device’s Bluetooth address in the app.
    1. Go to Settings > General > About. Copy the Bluetooth address
    2. Open the AUVIO app. Select the SETTING tab. On the top right corner, select MAC, then paste the Bluetooth address into the fielded in the prompted message.
    3. Close the app and relaunch it again.
  • Your earbuds do not stay connected to the AUVIO app continuously if it is not in use. To activate the connection, open the AUVIO app, then press the multi-function button on your earbuds once.