X5: Both earbuds cutting in and out

STEP 1

Important: If the issue affects one earbud only, kindly check another section "One earbud cutting in and out".

To fix the connection issue of both earbuds, please follow the troubleshooting steps below:

1) Make sure the following conditions are met:
- Proper environment (no antennas, steel, a lot of other BT devices nearby)
- Clear path (no solid obstructions: walls, a lot of furniture etc.)
- No other electronics on body (no walkie-talkies etc.)
- The earbuds are not running out of power.

2) If the issue persists, please:
- Check with another application (any other music player app)
- Check with another device.

STEP 2

Kindly reset your earbuds by the following steps:

X5

X5 (2020) Upgraded

- Please ensure that your TREBLAB X5 are fully charged. - Go to ALL your devices the earbuds were ever paired with and delete TREBLAB X5 from the lists by clicking "Forget this device" in Bluetooth menus. - Power OFF the devices, then turn them back ON. TREBLAB X5 earbuds will be deleted. - Take TREBLAB X5 off the charging dock and turn them ON. - Press and hold both buttons (POWER and MODE) on each earbud for 5 seconds to restore the factory settings. (You will hear the “beep” sound once and then twice again. LED indicators should start flashing.) - Power OFF the earbuds, then turn back ON, and follow instructions for pairing with one device only: 1. Press and hold the POWER button on the right earbud. You will hear the “Power ON” voice prompt, and “Pairing” a few seconds later (LED will flash red and blue rapidly). Release your finger. 2. Activate Bluetooth on the device, scan/search for TREBLAB X5, and click CONNECT. 3. You will hear "Connected" from the right earbud. (LED indicator will flash blue every 7 seconds). 4. Press and hold the POWER button on the left earbud until you hear the "POWER ON" voice prompt in the left earbud. Release your finger. 5. Wait for 5-10 sec., and the left earbud will automatically connect to the right earbud. 6. You will hear "Connected" from the left earbud after connecting (LED indicators on both earbuds will flash blue every 7 seconds).

- Please ensure that your TREBLAB X5 are fully charged. - Go to ALL your devices the earbuds were ever paired with and delete TREBLAB X5 from the lists by clicking "Forget this device" in Bluetooth menus. - Power off both earbuds. - Press and hold both POWER buttons for 10 seconds. You will hear the "Power ON" voice prompt and sound notifications from the left earbud, and - the "Power ON", "Pairing" prompts and sound notifications from the right earbud. - Power on the earbuds. They are now restored to the factory default settings. Follow instructions for pairing with one device only: 1. You will hear the “Power ON”, “Stereo mode” and “Connected” voice prompts when the earbuds will be connected to each other via TWS and then - the “Pairing” voice prompt a few seconds later (the LED will flash red and blue rapidly on the right earbud). 2. Activate Bluetooth on the device, scan/search for TREBLAB X5, and tap CONNECT. 3. If prompted by your device to connect, select Yes. 4. You will hear “Connected” from the right earbud.

 Once reset is done, please repeat STEP 1.

STEP 3

If the issue still persists and you want our further assistance, please click Contact Us. We will help!