Troubleshooting guide
How to fix the problem
The headset's multipoint feature allows it to be paired with multiple devices, but a call on the phone may pick up the audio from the computer. First, compare the performance with only one device connected.
Possible solutions
Choose the method that matches your situation. Start with the simplest suitable option and check the result. If the problem is fixed, you do not need to continue with the other methods.
Testing without a phone
Check the influence of the second device.
Steps to follow
- Temporarily disconnect the headphones in the phone's Bluetooth settings; they do not need to be deleted from the paired devices initially.
- On the computer, check that these headphones are selected as the audio output.
- Listen to the same recording and try the call only with the computer.
- If the crackling goes away, plug in your phone and check if its ringtone or app is picking up the sound.
Headphone multi-device mode
Define behavior based on model functions.
Steps to follow
- In the official headset app, find the Multipoint or multi-device setting if your model has it.
- If you need a stable single device for work, temporarily disable this feature and leave only the computer.
- Check for official headset firmware updates; don't refresh headphones that are almost dead.
- After the update, repeat the same test. If it still drops, compare other headsets on the same computer.
If the problem persists
If the sound is missing and only one computer is connected, check the Bluetooth signal, headset battery and driver. If the problem occurs on multiple computers, contact the manufacturer of the headset for their firmware version.
Request a repair