There is no sound or the microphone doesn't work when the headphones are connected to a computer

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

If you have successfully connected the headphones to a computer through Bluetooth but can't hear audio through the headphones or the microphone doesn't work, you may need to change your computer settings:

Note: The menu items displayed on the computer may vary depending on the model or OS version.

For Windows 11

1. Open the Start menu and select Settings → System → Sound.
2. Scroll down to the Advanced menu and select More sound settings.
3. In the Playback tab, select Headphones, then click Set as Default Device.
4. Select OK to close the setting screen.

For Windows 10

1. On the right side of the computer screen, right-click the Speaker icon.
2. Select Open Sound settings, and then select Sound Control Panel.
3. Select the Playback tab to show the device list.
4. Select Headset labelled with Hands-free, and click Set as Default Device.
   Note: If the same headphones model name exists, choose the model labelled with Hand-Free.
5. Select OK to close the setting screen.

For Windows 8.1

1. On the right side of the computer screen, right-click the Speaker icon.
2. Select Playback devices.
3. Select Headset labelled with Hands-free, and click Set as Default Device.
   Note: If the same headphones model name exists, choose the model labelled with Hand-Free.
4. Select OK to close the setting screen.

If changing computer settings doesn't help

Follow the steps below if changing your computer settings didn't solve the issue:

1. Turn the headphones off and then on again.
   Note for Truly Wireless headphones: To turn off the headphones, set them in the charging case, close the lid, and then remove them from the charging case.
2. Restart the computer.
3. Reset the headphones.
4. Initialise the headphones.
   Notes:
   • Initialisation returns the headphones to factory settings, and all Bluetooth pairing information is deleted. After Initialisation, delete the pairing information from the computer and perform pairing again.
   • If you have connected to the computer with the headphones named "LE-xxxxx (model name)", the headphones are paired with the computer in Low Energy mode. This may cause the Bluetooth connection to fail, and you might not be able to hear the sound from the headphones. To avoid this, pair the headphones that don't have "LE-xxxxx" in their name. If only "LE-xxxxx" is displayed when pairing, wait for a while until the model name without "LE-xxxxx" appears in the list.
5. Try connecting the headphones with a different app or computer to see if the issue persists.