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Air Troubleshooting

My headphones won’t turn on.

Confirm that you are pressing and holding the volume+ button, which acts as the power button on Trekz Air, for 3-5 seconds. Audrey will say “Welcome to Trekz Air.”

If you continue to be unable to power on your headphones, please contact our Customer Happiness Team.

 

My headphones won’t enter pairing mode.

Confirm that you are beginning with your headphones off, and then pressing and holding the volume+ button for 5-7seconds. Audrey will say “Welcome to Trekz Air.” Continue holding the volume+ button. Audrey will say “Pairing” and the LED light will flash red and blue, signaling pairing mode. If you continue to be unable to enter pairing mode, please contact our Customer Happiness Team.

 

My headphones aren’t charging.

Test the headphones with an alternate micro USB. If the headphones continue to not charge, file a warranty claim here.

 

My headphones aren’t lasting 6 hours.

Please file a warranty claim here.

 

My headphones turn themselves off without being prompted.

Please file a warranty claim here.

 

My headphones won’t pair to my phone.

Most connectivity problems are resolved with a manual reset. You can perform a manual reset on your headphones by following these instructions:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off. Your headphones are now reset and can be re-paired to your device. In addition, we suggest turning the phone off and back on again before beginning the pairing process.

If you continue to be unable to pair your headphones, please contact our Customer Happiness Team.

 

My headphones won’t pair to my Windows 7 computer.

While most of our Windows 7 customers are able to pair their headphones to their computer without issue, there are some who experience difficulties. These issues can most often be resolved with an updated Bluetooth driver.

Most of our customers have had good luck with this driver.

 

My headphones won’t pair to my Windows 10 computer.

While most of our Windows 10 customers are able to pair their headphones to their computer without issue, there are some who experience difficulties. These issues can most often be resolved with an updated Bluetooth driver.

 

My headphones won’t pair to anything.

Most connectivity problems are resolved with a manual reset.You can perform a manual reset on your headphones by following these instructions:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device. In addition, we suggest turning the phone off and back on again before beginning the pairing process.

 

My headphones keep disconnecting from my devices.

Please file a warranty claim here.

 

My headphones only have sound on one side.

If using a phone, please check your accessibility settings to ensure the volume is equally balanced between both left and right sides.

If this does not resolve the issue, please file a warranty claim here.

 

My headphones don’t have sound at all.

Please confirm that the volume is turned up on both your device and on the headphones.

If both are turned up, please reset the headphones by following these instructions:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the reset does not resolve the issue, file a warranty claim here.

 

My headphones sound staticy.

A manual reset can help resolve some sound quality issues. To manually reset your headphones:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If this does not resolve the issue, please file a warranty claim here.

 

My headphones cut in and out.

A manual reset can help resolve some sound quality issues. To manually reset your headphones:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If this does not resolve the issue, please file a warranty claim here.

 

My headphone mic is picking up too much ambient noise.

A manual reset can help resolve some mic issues. To manually reset your headphones:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the issues with the mic continue, please file a warranty claim here.

 

My headphone mic isn’t picking up my voice.

A manual reset can help resolve some mic issues. To manually reset your headphones:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the issues with the mic continue, please file a warranty claim here.

 

My headphone mic is making my voice garbled.

A manual reset can help resolve some mic issues. To manually reset your headphones:

1. Start with your headphones off.

2. Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue.

3. Press and hold the multifunction button, volume+ button and volume- button simultaneously for 3-5 seconds. You'll hear beeps and/or feel vibrations.

4. Turn your headphones off.

Your headphones are now reset and can be re-paired to your device.

If the issues with the mic continue, please file a warranty claim here.

 

The headband on my headphones is peeling.

AfterShokz honors a two-year warranty in most countries that covers manufacturer defects. Please file a warranty claim here.

 

A button on my headphones fell off.

AfterShokz honors a two-year warranty in most countries that covers manufacturer defects. Please file a warranty claim here.