Audio Quality Troubleshooting

Check for a build-up of debris

 If you are experiencing intermittent sound loss and/or loss of audio in the low frequencies, please use our step-by-step troubleshooting guide to resolve the issue.

1. Remove debris

To clean debris, hold each monitor with the sound canal facing downward. Use the cleaning tool to remove the debris so it falls out of the canal rather than further into the canal.

2. Clean earpiece

Use a tech wipe or non-alcoholic baby wipe to clean the outer housing.

3. Test

Plug in to a music source and test to see if both monitors are working properly.

Check for a faulty cable

1. Detach bad cable

Detach the cable from your custom earphones. Note: When detaching the cable, grab the cable close to the earphone to remove it from the socket. If you have no sound out of either monitor, please contact support.

2. Switch cables

Swap sides left for right with the cable and re-attach.

3. Plug cable in & test

Connect your monitors to a device to test for issues. When listening to audio, if the problem follows and is now on the opposite side, that indicates a bad cable. Please contact support for a replacement.