troubleshooting

Power On + Pairing

Issue: [listen] wireless earbuds won't pair to my device. 

Solutions: 

1. Ensure your [listen] wireless earbuds are on. 
2. Ensure your Bluetooth is in “discoverable” mode in your device’s settings. 
3. Ensure your device is not paired to another “Bluetooth” device. 
4. Ensure your [listen] wireless earbuds are not paired to another device. 
5. Ensure your [listen] wireless earbuds are fully charged. 

Issue: Only one earbud will pair with my device. 

Solutions:

1. Ensure both of your [listen] earbuds are fully charged.  (“How to charge” hyperlink to “Getting Started”)
2. Ensure both of your [listen] earbuds are on. (“How to power on” hyperlink to “Getting Started”)
3. Try unpairing by “forget this device” in your pairing records and try the pairing process again (Hyperlink to “pairing“ on Getting Started”)

Issue: [listen] earbuds have been unpaired, are out of the case, and won't turn on. 

Solutions:

1. To turn the earbuds on, press the “+” symbol on the back of each earbud for 3 seconds. A white flashing light on the back of the earbud will indicate that each bud is on. 
2. Dock the earbuds to the ends of the [listen] charging case and connect to USB-C power or [charge] power bank battery. Once set, remove the earbuds from power to turn them on. 

Earbud Touchpad Functions

Issue: track advance, pause, or AI being initiated without my prompt. 

Solutions:

1. Reposition the earbud in your ear to avoid your ear touching the control pad. 
2. Avoid pressing the control pad when placing the earbuds in your ears.  

Charging

Issue: [listen] earbuds are not charging in the charging case. 

Solutions:

1. Make sure earbuds are securely docked into the charging case. 
2. Make sure the charging case is connected to power (USB-C and/or [charge] power bank)
3. Ensure the light on the end of each earbud is on to verify that each earbud is charging. 

Adjusting Fit

Issue: [listen] earbuds keep falling out of my ears. 

Solution: 

1. [listen] earbuds come with three different size silicone ear tips. Switch between the different sizes to find the best fit.  

Issue: I lost the ear tip to my earbuds 

1. Contact hello@altesc.tech and request replacement ear tips.

Charging

Issue: [charge] power bank battery doesn't appear to be charging the [listen] charging case. 

Solutions:

1. Ensure the asymmetrical pin pad on the [charge] power bank aligns properly with the pin pad of the [listen] charging case. Lights on the charging case will light up to confirm the connection. 
2. Connect to the USB-C power source if the lights on [listen] charging case do not turn on. 

Adjusting Fit

Issue: [wear] band knots are getting too tight to adjust. 

Solution:

1. Untie the knots and then re-tie the knots looser. See how to tie the double fisherman’s knot here