Phone problem while multipoint connected

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38 comments

  • bbrac

    @jef vachon I am sorry to hear that, yes there is an update here soon. But this only happens when connected with the mac? If multipoint is shared with other devices does this still happen?

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  • poubelle691

    Tried multipoint on PC (windows 10) and iPhone 5: same problem. when answering phone, sound is similar on both ways (landline hears the same robotized barely understandable sound).

    Tried multipoint on iPad and iPhone 5. NO PROBLEM. sound is clear as it should be when answering calls.

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  • bbrac

    @jef vachon Do you think this could have something to do with the driver in the PC?

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  • poubelle691

    Since the problem occurs the same way either being connected to mac or pc, I don't think its a driver problem.. But it's over my league at this point. Every devices in my tests use Bluetooth 4.0. I thought it could be switching between 3.0 and 4.0 but nope. As the problem doesn't occur while connected to iPad and iPhone at the same time, I bet my headphones are OK. I listen music through iPad, phone receives call, bluetooth switches automatically, call is as it should be, super clear and sound, hangup call and bluetooth switches back to iPad. I expect the same to happen while connected on computer (mac or pc) and iPhone.

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  • bbrac

    @jef vachon Awesome, well please keep us updated if this starts to get worse for you and I will see what I can do to help. 

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  • docal

    So it is possible to update the firmware of the Jaybird Freedom(or X3)?   

    I am having issues with connectivity that I never experienced with X2's, such as 'headphones connected' repeatedly, as well as cutouts of audio.  

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  • bbrac

    @Allan Wohl Yes, whenever we do have updates the headset will automatically update when connected to the app. I would make sure to connect to the app about once every few days. 

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  • glev

    I have a similar problem with an IPhone 7 Plus and a MacBook Pro - both running the latest OS and my Freedom. The multipoint feature if not viable with phone calls on the iPhone. Within a minute or two, my voice becomes robotic and not understandable. Even if you end the call and try again, it happens every time. Please advise when this problem has been fixed. Thanks.

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  • leehawk

    Was there a fix for this? I have exactly the same problem with iPhone 7 Plus (10.2.1) and MacBook Pro (Sierra 10.12.3). I have to turn bluetooth off on one of the devices to remove the broken robotic sounds quality.

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  • glev
    I have both a freedom and an X3. They both exhibit those robotic problem periodically. I have replaced the X3s and they still have the same problem. It happens for me intermittently when making a call in my iPhone 7. I wish Jaybird would acknowledge this problem.
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  • leehawk

    Please could you provide a timeline as to when you're planning to fix this issue or at least outline what the problem is and why it's occurring. People have been experiencing this problem since early December last year just saying we will 'look into this soon' isn't good enough.

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  • aboyl

    Hey Sorry for the late reply. I have not tested nor heard of this issue before. Let me send this info over to my development team and see if they have any TR to try or we can get started on a solution asap.

     

    Thank you for your feedback! Ill get back at you all asap. 

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  • aboyl

    As promised they got back to me pretty quick. 

     

    To answer the first question on this thread - "Headphones connected" will sound once for each device the buds are connected to. In this example they might be hearing it twice, once for iPhone and once for Mac.

     

    Then For the Freedom and multipoint, we have a new firmware update for the Freedom that may just solve the issue. If you have not tried the update please follow the instructions below -

     

    Before updating the firmware of the Jaybird Freedom, make sure to have the things listed below.

     

    - Micro USB cable with data capabilities - an example of this is the micro-USB cable of Android phones.

    - Computer with OS running Windows 7 or above or Mac OS 10.5 and above  with reliable/ strong internet connection. 

    - Jaybird Freedom charging clip

     

    Once you have these, go to www.jaybirdsport.com/dfu/ then download and install the application. After you run the application, there would be a set of instructions that will assist you on how to update the firmware of the Jaybird headset.

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  • poubelle691

    Just tried it. Although the ring tone is still funny, first impression is the voice is quite clear now. Must try it in real life situation... Will keep in touch.

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  • leehawk

    Just updated to the latest firmware from www.jaybirdsport.com/dfu/ as suggested. Woohoo! It's fixed the problem. Thanks so much Jaybird

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  • poubelle691

    hello, just tried it at work and having the same problem... if the computer uses the headphones and iphone receives a call, sound is altered (at the point I cannot understand voice on the phone). it seems if both are connected but the phone is "first", meaning the computer is not playing music nor using the headphones, sound is ok. at the moment I clicked play on my Spotify list, while on call, robotic sound took place and clear voice never came back (had to disconnect headphone from computer). 

    – Just figured (but may be wrong) that the problem could be related to Spotify... I tried calling the iPhone while listening music on Apple iTunes and everything is working fine. Robotic sound in phone calls is happening every time Spotify is involved on the computer... while multipoint connected.

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  • aboyl

    Hi,

     

    You have a valid point, it very well could be the Spotify app cause you are already splitting the bluetooth frequency with multipoint and the 2 devices then when streaming Spotify possible it interferes with the signal strength. Do you have any other music apps you could check it with, maybe even youtube?

     

    I was also thinking it could be due to to the music playing at the same time as you being on the call, if you pause the music while on a call does the phone call clear up by chance?

     

     

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  • keepthebyte

    I have the X3 - same issue with robotic voice when connected to iPhone 7 (10.3.1) and Mac (10.12.4). Disconnect bluetooth on Mac helps while on the phone talking.

     

    Intermittent I also get the robotic audio when I just use the iPhone 7 (Mac is off) - then I have to hang up and call again - to get rid of it. Could not find out yet why this is happening - feels random.

     

    Would be great to get a firmware update to fix that.

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  • JustKeepSwimming

    Same issue.  iPhone 6 and Mac 10.11.6.  If I have my laptop connected and my phone connected, only my laptop will play any audio (spotify, youtube, etc).  So I have to disconnect my laptop, then play my phone audio, then pause my phone audio, then reconnect my laptop, then play my laptop. Not sure if this counts as "dual connectivity."  If I just pause the audio on my laptop and play any audio on my iphone, zero sound comes through but I can see the seconds on the song/video ticking like it thinks it is working.   Can also second the robot voice when both are paired and something comes through your phone.  Siri turns into some sort of robot demon.  But if I disconnect my laptop then siri sounds normal.  Pretty bummed.  A software update is needed ASAP before I return these puppies.  It seems like the issue is that mac overrides any audio coming from the phone if both are connected, even overrides with silence, and distorts siri into a robot if both are connected.

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  • djank

    Same here - experiencing the "robotic" voice issue when the Jaybird X3s are paired with both Mac and the phone. Any firmware update planned for this?

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  • aboyl

    We reported this to the development team and where able to gather some feedback for our development team, here is some feedback I got below. 

     

    The developers have looked into this and there is a known issue that the Spotify Mac app can cause interference during multi-point phone calls on X3, even when the Spotify app is just open in the background. After closing Spotify, the sound, distortion and call quality audio begins to play as normal on the multi-point next call.  

     

    We are curious if anyone here has the Spotify app open when they have this issue? Any feedback would be helpful. 

     

    Thank you and we appreciate the constant feedback!

     

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  • djank
    Yes, Spotify app open on Mac here
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  • keepthebyte

    I don't have Spotify installed, but still happening, might be other apps that cause same problem - maybe iTunes?

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  • aboyl

    Thank you for the Feedback!

     

    I will report this information and it could be a other 3rd party apps as well, could you test it by closing the app and seeing if it causes a difference? 

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  • Lamoro
    This issue happens to me too, not only with spotify but other apps too. Did anyome get this resolved? Jaybirdsupport do you have any updates?
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  • aboyl

    Hey Lamoro!

     

    I still do not have a workaround for this exact issue, however after further review I have theory on why this is happening.

     

    When you hear this robotic voice is it only when music is on 1 device and you are trying to use the mic on the other?

     

     

     

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  • Lamoro

    Sort of. Except that first, I pause the music (on my laptop), and then I either make or receive a call on my phone. It does not happen only via spotify, but I have had it happen with other apps as well.

     

    Is this something that can potentially be resolved with a firmware update? I actually have the X3s, not the freedoms. Or, in your humble opinion would you suggest that I return mine and wait for the X4s (where I assume this could be resolved in)?

     

    It's also weird - do you think such a low percentage of people use the jaybirds on two devices, because I don't see a ridiculously high amounts of complaints, even though the robotic voice is impossible to put up with.

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  • aboyl

    Hi,

     

    Completely agree its a very odd scenario and I also have not had an a large amount of complaints outside this feed.

     

    I was thinking it had to do with playing music on 1 device at the same time as trying to answer a call on another as if they are both being used at the same time it could interfere with the audio as multipoint is used to split the frequency of devices so they can both be connected at the same time and used alternatively without having to switch connections for Audio and Media purposes.

     

    What is puzzling is If the music stops on 1 device and you are using the 2nd connected device for audio, there is no reason you should get a robotic voice.

     

    It is possible for an update, unfortunately do not have an exact ETA. Best thing we can do is report the issue and stay tuned for more information.

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  • Lamoro

    Dear Jaybirdsupport, are you a jaybird representative?

     

    I wanted to put the pressure on you and ask you to talk with the engineering/software team, to see if this can be resolved at all. As we have discussed through the thread, this goes beyond just connecting to two devices simultaneously, it happens once you play a movie/music via various apps, and even if you CLOSE that app, the static will be present if you make/receive a call from your other device (phone). The only workaround right now is to change the "Output Device" of my Macbook from jaybird to regaular speakers if I want to make a call from my Phone using jaybirds... I still have a little bit to keep these and want to, but I am wondering if we can get any word of an upcoming software update or any update that contributes to the resolutuion of this problem.

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  • aboyl

    Hey Lamoro,

     

    As we do not have any update for this yet, but regularly send the development team feedback to improve the products what we will do is forward your exact message directly to them and will get back to you with their response asap.

     

     

     

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