X5: Microphone issue

STEP 1

Please note the TREBLAB X5 earbuds are designed for sport mainly. This means, that while the headset supports phone calls management, this is not the main function of the product.
We recommend using them for listening to music and short calls “on the go”. However, if you think your microphone doesn`t work as should, please follow the troubleshooting steps below:

1) Check the settings for incoming and outcoming calls on your device are arranged as required (kindly refer to the pictures below: these are mic setting instructions for various operating systems: Windows, MacOS, iOS, Android).
2) Make sure that Mic slot of your device is empty.
3) Ensure the other person on the call has Volume ON and loud enough.
2) Make sure the microphone (which is located on the earbuds) is not covered/blocked by anything.
3) Clean the microphone with a small soft brush or with a slightly damp washcloth. Don’t let any liquid get inside the mic.

If the issue persists, please:
4) Check the mic performance having connected X5 to another device.
5) Check the mic trying to call to different people.

NOTE: While talking on the phone via TREBLAB X5, only the main unit produces sound (for items purchased before May 2020).

To view a picture in its full size, please do right-click and open it in the new tab.

STEP 2

1) 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. After that, the earbuds will turn off automatically. - Put the earbuds into the charging case and turn the case on by pressing the POWER button on it. Make sure that the earbuds started charging in the charging case (the earbuds charging indicators on the case should blink alternatively).  - Take the earbuds off from the charging case. 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.

2) Once the reset is done, please:

- Check the mic performance having connected X5 to another device
- Check it trying to call different people.

STEP 3

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