My Jaybird X3's suffer from a substantial audio lag during video playback. Will this be fixed any time soon via a firmware update?

Comments

25 comments

  • Erikk84

    While waiting for an answer from someone from Jaybird , I did some further digging. It turns out that when the X3's are connect to my MacBook and not experiencing lag, the SBC codec is used. If I force it to use AAC, a substantial delay is apparent, similar in length to when (e.g.) playing videos on an iOS device via the YouTube app, which is around 0.5 to 1.5 seconds.

     

    I've also scanned through the console log of my iPhone. Though the output wasn't easy to grok, from what I could tell, the iPhone always seems to use AAC when streaming. This is true for both the Jaybird X3's and the Bose QC35's, though with the latter no noticeable delay was present, so it's not the codec itself that's causing issues. Maybe the decoder in the X3's is at fault? I'm still hopeful this can be solved via a firmware update.

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  • Logi_Bruce

    Hello Erikk84,

     

    We are sorry to hear that you are experiencing audio delay on your Jaybird X3. This is not the behavior or performance that we expect from our product.

     

    Let me help improve your experience. Please expect an email from us regarding this concern.

     

    As for the firmware update, it is not available for the Jaybird X3.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • Erikk84

    Hi Bruce,

     

    Thanks you for your reply. I've already sent you an email, it was given the case number 06789770.

     

    I understand that there currently isn't a firmware update available - i had already searched for it and only found an update for the RUN and the Freedom - but my question was if a firmware update will be released in the near future, specifically for the X3's. I'm also wondering if it's technically possible to update the firmware of the X3's (for us consumers, that is), because if that's not the case, one can assume with a high degree of certainty this will never be fixed in current models.

     

    I'll await your response to my email.

     

    Cheers,

    Erik

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  • RicardoRezende7351

    Erikk84, the lag persists if u use the earbuds with your Macbook, or just for the iPhone?

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  • Erikk84

    RicardoRezende7351, it depends on the codec that is used. My MacBook seems to use SBC by default, which not introduce a lag. If I force it to use AAC instead, the audio does come with a lag, just like it does when playing video on an iPhone (which seems to use AAC by default).

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  • Pastorod23

    Jaybird Run audio lag fix: Install Metronome app from Google Play and go to app settings. Once there scroll down to Audio Latency Offset. Move the slider above the reset button all the way to the left and just enjoy your videos with the audio as they should be.

     

    https://support.soundbrenner.com/hc/en-us/articles/235261568-How-to-Adjust-the-Audio-Latency-on-Android

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  • rmora88

    Erik,

     

    im having the same exact issue. I’ve tested this on an amazon fire hd 10 tablet, iPhone 6s, nexus 5x and Lenovo T460. This issue is only happening on my iPhone 6s. Exact same issues you’re seeing. I’ve replaced the headphone 3 times now and again, same issue. My return window has passed. At this point, I just want my money back. I spent $100+ on this device and I can’t enjoy it. Jaybird what will you do about this?

     

    Case #: 07103641

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  • Kyle1!

    Same issue. If not resolved, I will have to return. Too expensive to have to deal with this issue. It’s 2018, we can talk to a robot on mars, see people on phones, our cars drive themselves but we can get lag out of wireless headphones? Come on Jaybird, get it together.

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  • Redhoodie

    I have this issue too! Tried a reset no luck. Keen for a solution.

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  • Logi_Bruce

    Hello Redhoodie,

     

    Thank you for reaching out, I have sent you an email as well.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • badrm

    Any solution for this issue yet? I use mine on iPhone.

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  • Logi_Bruce

    Hi badrm,

     

    Please try the solutions I have posted earlier on this discussion.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • badrm

    Hi Bruce,

     

    I’ve read this entire thread, but I don’t see any solutions posted by you. Could you be more specific?

     

    Thanks.

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  • badrm

    More than a month passed and no answer...

     

    Decent headphones, terrible customer service. If the issue can’t be fixed, just say so.

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  • Logi_Bruce

    Hello badrm,

     

    Sorry to hear that you're experiencing the same issue. I sent an email regarding your concern and how we will be proceeding.

     

    Feel free to reach out back to us via your support ticket or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • badrm

    Okay, so I respond to a topic about an issue regarding the JayBird X3, and you mail me instructions on how to reset the JayBird RUN...

     

    I’ve given up on this lag issue. The headphones work, which is most important. But if I ever want to buy new ones, guess which brand I will be skipping...

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  • Logi_Bruce

    Hello badrm,

     

    I've sent you an email with details on how we will proceed with this one.

    The easiest way to contact us from here on will be via the email I sent, if you do not get the email, please give us a call on 866.244.3399.

     

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • rmora88
    Badrm, What was the solution or detail they provided you? I’ve contacted support and replaced the headphones and they even sent me the Jaybird Run 2’s and I still having the issue. This is extremely disappointing. At this point I just want my money returned. I have all their headphones including the box for two of them. I’ve owned Jaybird’s since the X1’s and this is the service I receive. No firmware has been released to resolve the issue. Thanks, Richard Mora
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  • Pixelplay

    This is Customer supports response:

     

    Good day and thank you for the update

     

    The delay in audio using headphones varies by phone type and app. Some apps n iPhone can have a delay of 0.5sec - 1sec, while some Android devices show no delay. Unfortunately, this is not something we can improve. If we can assist, please let us know. Thank you.

     

    Jaybird Customer Experience

    support.jaybirdsport.com

    #PowerYourPassion, #RunWild

     

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  • Pixelplay

    Yes you can assist me in returning a pair of headphones that were incorrectly advertised. There is no mention of their incompatibility with iPhones! And now I get the same runaround. This is the next customer support update:

    We appreciate your response and again we highly appreciate your feedback as it will assist us in becoming better at what we do. Your  suggestion will be forwarded to engineering to for future consideration of the product request. Thank you!

     

    For future reference your case number is 074#####

     

    Best Regards,

    Anne

    Jaybird Customer Experience

    support.jaybirdsport.com

    #PowerYourPassion, #RunWild

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  • albscui

    TLDR: there is no solution to the lag...it is an engineering flaw that may or may not be fixable via firmware update.

     

    After contacting Jaybird's customer support, they told me it's because the Jaybird X3's are not designed for watching YouTube videos. They are really just for listening to music on the go or working out (facepalm).

     

    The only way to fix this problem is for Jaybird to offer a firmware update that specifically solves this problem. However, Jaybird is a young company with limited resources. I don't think they care about the X3 anymore given that they already released the X4.

     

    Overall, this is very disappointing. I think the X3 has a good design and build, but the software failed badly, and sadly it will never be fixed.

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  • rmora88
    They should be embarrassed, what’s the CEO’s contact info? We should shoot this straight to the top. This is ridiculous. What kind of response is “they aren’t meant for YouTube”!!? Thanks, Richard Mora
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  • Julianjjz

    I found a solution, the app is the problem.

    After I deleted it the delay was gone?

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  • SurajShah

    I'm experiencing the same issue as the original question.Any fix to this as of yet? Or is my unit a defective one? I got mine around September 2018.

     

    I have updated to the latest firmware for my Jaybird X3.

     

    Regardless of the whether the iOS app is installed or not I have this issue

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  • Adam Rembiasz

    Hey everyone,

    I have a solution that worked for me. I had the same problem when watching YouTube on my iPhone. In the iPhone Bluetooth settings I selected “forget this device” in the info for my Jaybird X3. Then I switched off the X3, then held down the power button until it went into pairing mode. Paired it in the iPhone Bluetooth settings and now it works fine.

    Hope this helps! Please comment if it does or doesn’t.

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