Don't Worry, We're Here To Help
The LCD screen seems to have hanged, the UI is stuck and non-responsive
Press the Power button at the back of the case and hold it for about 10sec until you see the text "Please Release The Button", then let go of the button. This will shut down the case.
If holding down the button has no effect, and the LCD screen is still frozen on - the best option is to let the battery of the case run out. With the LCD screen continuously on, this may take about an hour. After the case battery is totally flat, the LCD screen will turn off. You may now proceed to recharge the case battery for a few hours till it is full (the red charging LED on the case turns off).
Pressing the button to turn on the case now will boot it fresh, the LCD screen should now be fully functional.
After I used the wifi advanced settings, the screen is now black, and the case doesn't turn on
We had a few users report that on rare occasions after using the wifi advanced settings, the smart case became non-responsive, with the LCD screen black and not displaying anything.
A firmware hang is likely what happened here - we will investigate this further to find the bug, and issue a firmware update fix in time to come.
Meanwhile if you encounter this issue, the good news is that the hardware is all still working and can recover. If pressing the button at the back to turn off the case, and then pressing it again to turn it back on, doesn't work - the best thing to do is to leave the case for about 4h-5h until the battery runs out. Then recharge it via the USB cable for a while, and it should be able to turn back on and boot from fresh.
We notice that it may help for now to avoid firmware hangs, by placing the earbuds into the case before you turn the Wifi advanced config on. This will shut down the earbuds while the Wifi config is running on the case.
My case is fully charged but the screen is black, and doesn't seem to turn on
A firmware hang may be what happened here - just that the firmware hanged before the screen turned on.
If pressing the button at the back to turn off the case, and then pressing it again to turn it back on, doesn't work - the best thing to do is to leave the case for about 4h-5h until the battery runs out. Then recharge it via the USB cable for a while, and it should be able to turn back on and boot from fresh.
To tell if the smart case processor is still running while the screen is black and frozen, take out the earbuds and look into the left earbud cavity - you will see a red LED light through the cavity hole, which means that the processor is still running. Once the battery is fully drained, the red LED light will be off.
Earbuds keep rebooting continuously
This may happen if the pairing of a new device was not properly sync-ed between the two earbuds and your device.
When pairing a new device, please ensure that you have both earbuds out of the smart case. Do not pair a new device with just one earbud being worn, and the other still in the smart case.
Should you encounter this rebooting scenario, the steps to recover operation are:
- Note which device the earbuds are attempting to connect to which results in the continuous rebooting. Turn off bluetooth on this device, so as to stop the earbuds from attempting to connect to it
- Place both earbuds back in the smart case. Wait a few seconds, and take them out.
- Turn on the smart case, and wait for the earbuds to be connected.
- On the devices list, 'swipe right' on each device name and tap the trash icon to delete. All devices in the list should be deleted.
- You can now proceed to pair all your devices again, ensuring that both earbuds are out of the smart case during this process.
"Connecting to earbuds" message keeps flashing continuously when I power on the smart case
You'll need to take the earbuds out of the case, for them to connect to the smart case. While inside the case, the earbuds are powered off.
"Connecting to earbuds" message keeps flashing continuously on the smart case LCD screen after the earbuds are taken out of the case
This may occur in rare instances where the earbuds are attempting to auto connect to the last connected device (eg your phone) at the same time the smart case is attempting to connect to it.
To avoid this issue, you can let the earbuds complete auto-connection to your last used device first, before turning on the smart case.
- Put both the earbuds back into the smart case
- Turn off the smart case
- Take one earbud out of case, followed by the other. Let them auto connect to your last connect device first
- After you hear the 'connected' voiceover in the earbuds, turn on the smartcase
I turned the case on, the earbuds battery levels always show 0%
The earbuds are always turned off while in the case. To see the battery levels of the earbuds, take the earbuds out of the case. After a few seconds, the case will connect to them, and the battery level wheels will show the earbuds charge levels.
The earbuds don't seem to charge, the battery levels of the earbuds look like they're still at the same level after a few hours
The smart case battery seems to drain really quickly, with about half depleted after a few hours
Battery levels seem to always max out at 97% and not charge to 100%
The battery voltage readings are close estimates, and we will correct this voltage reading calibration in a future firmware update. Meanwhile do rest assured that even if the battery level shows ~97% or higher, it is fully charged. The red charging LED at the front of the case, and the blue blinking LEDs on the earbuds, will turn off when they are fully charged.
Why are the earbuds Left and Right text on the LCD screen highlighted seemingly at random
This is the Qualcomm TrueWireless Mirroring in action. The highlighted earbud is the Primary earbud, while the non-highlighted one is Secondary. The system will automatically select the earbud to use as Primary, depending on several factors such as bluetooth signal strength, or battery level of the earbud. If the signal strength to your current Primary earbud is lower than that to the Secondary, a seamless swap will happen (Secondary will take on the Primary role, and vice versa) - without any break in audio reception. This advanced handover between the earbuds happens automatically to ensure you have the best audio listening experience even as the bluetooth signal strength dynamically changes.
My smart case doesn't completely shut off by itself after 3min
As stated in the user manual, the smart case is supposed to shut off by itself after 3min. However we do notice that some smart cases don't do so. If you turn on the smart case, for as long as the earbuds are outside the case, the smart case doesn't fully shut off automatically. The screen does asleep after the timeout number of sec (i.e. tapping the screen will wake it). But it doesn't go into a full shut down, unless you use the button at the back to intentionally turn it off (or place the earbuds back into the case). We are aware of this issue, and recommend that if you observe this behaviour with your smart case, to always use the button to shut it off when not in use, to conserve battery. We will include a fix for this in a future firmware update.
One earbud seems to deplete battery faster than the other
There was a high pitch squeal from the earbud when I adjusted it in my ear
The blue LED on one earbud is flashing very rapidly, and can't connect to the case
If the LED on the earbud is flashing at a very rapid rate (~10 flashes a second), it is in factory reset mode, and searching for the other earbud to peer-pair with. This can be corrected by doing a factory reset of both the earbuds and the case, and the hardware will work fine after. If this happens, contact us at firstname.lastname@example.org and we'll guide you through the factory reset process.