After Firmware updating. Noise at high frequencies

Comments

22 comments

  • respa

    Hi UltraMind,

     

    Thank you for posting here in the support community. I am sorry that you are having audio issues with the Jaybird RUN. I'd be glad to provide some troubleshooting steps on how to fix this.

     

    Here are some tips we strongly recommend that can help with your concern

     

    - Perform a factory reset

     

    To soft reset your right earbud:

     

    -Place your right earbud into the charge case and close the lid.

    -Open the charge case and remove your earbud.

     

    To hard reset your right earbud:

     

    -Turn off your right earbud by pressing the right multifunction button for 3 seconds.

    -With your right earbud off, press and hold the right multifunction button for 6 seconds until the LED flashes green.

    -Double press the right multifunction button. The LED will flash orange and the earbud will turn off. Your earbud has now been reset.

     

    If this troubleshooting steps does not resolved the issue. I highly suggest to contact our support team for further assistance. You can reach them via Chat, Email or Phone at https://jaybirdsport.com/en-us/support.html

     

    Feel free to post back in the event that you need further assistance.

     

    You can also reach us via other channels at https://www.jaybirdsport.com/en-us/support.html

     

    Best Regards,

    Jaybird_Axel

    Jaybird Customer Experience

    #PowerYourPassion

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  • andreas_kar

    I experience the same problem. I had the Run's for about two weeks before the latest update (I believe from 1.04 to 1.10 in my case) and the difference is noticeable in the high frequencies - artist voices.

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  • koolaid87
    I’ve had the same issue with the Jaybird run after the firmware update. I have a set of LG earbuds that work fine with my iPhone 7 Plus in my MacBook Pro. But when I hook up The Jaybird run to my iPhone 7 Plus and my MacBook Pro there’s an awful crackle. Is it possible it could be the firmware was not written properly for iOS devices but works totally fine with android? I tried hooking them up with an android device and the crackle seem to go away. I really want this to work I hope Jaybird gets this figured out soon.
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  • adrnt

    same as me

     

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  • Alanstar

    I was fans of Jaybird products and I got my Jaybird Run on the first day once launched. Then I disappointed about its connection issue... I was happy when I knew there is a firmware update for addressing the connection issue, but at last I found it is another nightmare. The sound quality is horrible after the update. I want my old firmware now.

     

    I can't understand why your QA/product team allowed this firmware to be released to customers... and also do not respond to customers for this issue over a month.

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  • Jeffay

    i am using firmware 1.1. I tried to reset (soft or hard) with my Jaybird run, the sound quality issue cannot fix with my iP8+, but the Android phone without any quality issue.

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  • MKFoster00

    Hey, I have the same issue as well on an iPhone X 11.2.2, have an old cheap Moto g, and the sound quality is much better on the Android phone. It is not just high pitched voices, but instrumentals as well. Sad that it looks like I might have to resort to something like Airpods, because the fit and finish of these is really good.

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  • Gretchenlewis
    Same issue they sound awful. Tried all of the presets and they sound tinny and any instrumentals piece your ear. Should not happen for ear buds this price
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  • andreas_kar

    So it seems that even after 2+ months Jaybird cannot find a way to fix this or they do not care. I was not expecting something like this for they premium amount of money these earbuds cost. It seems that we will have to look elsewhere.

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  • MKFoster00
    Yea, if you have an iPhone, your better off looking elsewhere, also if you care about responsive support, Jaybird is not for you either.
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  • cdoyle323

    I have them on android and the sound quality is terrible. I can't believe this hasn't been sorted yet. How do they not notice how terrible the quality is and then don't demonstrate any motivation to fix this MASSIVE issue?

     

    These are not at all worth the price with this sound quality, which is unfortunate, because everything else about the product is stellar.

     

    Does anyone know if we're getting a new firmware update in the near future? Right now these things are expensive paper weights.

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  • xarons

    I read in another post that Jaybird is blaming the streaming service, but I have a pair of the X3's, and I have absolutly no issues with them on ANY streaming service (I use YoutubeRed mostly) but with the RUNS I have crazy static with everything. Seriously thinking of returning and switching to the Dash Pros

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  • cdoyle323

    It is most certainly not the streaming service. I tried playing downloaded music through a third party media player and got the same result.

     

    I also finally received an email from Jaybird support and I don't believe anyone at Jaybird actually read my email as they just told me how to fix problems with a disconnected left earbud. I never even mentioned connectivity issues.

     

    No one from Jaybird has responded to any of my support forum posts by the way.

     

    Jaybird needs to get their acts together and address this issue, as I am about to tell everyone I can to avoid Jaybird products like the plague. It is not as advertised and the support is the worst I think I've ever experienced.

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  • respa

    Hey guys,

     

    Thanks for the update. I would like to inform all of you that sound quality is a key focus in our product development process. We use high quality components and standards to ensure optimal audio performance. Jaybird RUN uses the recommended Bluetooth Standard parameters to encode and decode audio played by the source device. The quality of the audio is dependent on the source device (type of phone, tablet) as well as the audio source quality (e.g. streaming quality on Spotify or other services).

     

    Best Regards,

    Jaybird_Axel

    Jaybird Customer Experience

    #PowerYourPassion

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  • Alanstar
    Hi Jaybird customer experience team, Thanks for you reply. So seems many customers make mistake on using the product. Could you confirm if Jaybird Run with firmware 1.1 can have good playback quality on I-phone as same as other Jaybird products?
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  • xarons

    @Romil Español? So basically you are saying with "Jaybird RUN uses the recommended Bluetooth Standard parameters to encode and decode audio played by the source device."--------"We are doing the bare minimum to rectify the terribly crackling frequency sound issue"

     

    @Alanstar There is no mistaking using a simple product... you turn the head phones on... connect to your device... play music.... sound from Jaybird RUN is terrible...

     

    I have the X3's and love them, they are perfect sound quality wise, and functionality... hoe come the RUNS don't have more button features??

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  • cdoyle323

    I spoke with a Jaybird rep via chat and they offered no real help. The customer service rep copy and pasted the same thing they keep littering the forums with "We use high quality components, try resetting your device, yatta yatta yatta". I explained that I had done all these things the community on the forums ties the poor sound quality directly to the 1.1 firmware update, so would there be a way to downgrade to the old firmware. The rep told me that sound quality is subjective and essentially that maybe my tastes are to high. If that's the case then everyone on these forums with this issue is a sound snob.

     

    The rep offered to exchange my RUNs for another pair. When I asked if this would actually do anything given it's a firmware issue he said he didn't know, but it's worth a shot. I was able to get him to admit that Jaybird knows that this is an issue, and he hinted that there are talks about a new firmware update to address this issue.

     

    It's insane that I need to do some verbal judo to try and get Jaybird to admit to their customers that there is an issue and that they're trying to fix it. The bare minimum they could do is announce "Yes we are aware of the issue and we're working on it" but right now they're pretending the issue doesn't exist and are completely uncommunicative with their customers. Probably to dupe people like me into buying the product and being unable to return it.

     

    I'll upload the transcript from my chat with customer service.

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  • cdoyle323

    Here's the transcript of my chat with support. As you can see they're essentially in damage control now. Jaybird support really needs to get their act together. That said the customer service rep was nice enough, and I feel like a real calling him Jason when his name was Bruce. Bruce, if you're reading this I am sorry I called you Jason, you deserve better.

     

    Bruce Jason B (2/23/2018, 1:45:13 PM): Hello! Thank you for reaching out to Jaybird Support. I will be with you in a moment.

    Me (2/23/2018, 1:46:00 PM): Thanks

    Bruce Jason B (2/23/2018, 1:46:31 PM): Thank you for waiting. May name is Bruce. May I know who am I chatting with and how I may assist you?

    Me (2/23/2018, 1:47:46 PM): My name is Connor. I purchased a pair of Jaybird Runs earlier this week and the sound quality is just horrible

    Bruce Jason B (2/23/2018, 1:48:59 PM): I am sorry to hear that. May I know what specific activities you use the earphones with?

    Me (2/23/2018, 1:49:33 PM): Walking to work or around the house.

    Bruce Jason B (2/23/2018, 1:49:45 PM): I see. Kindly try these suggestions:

     

    1. Move earphones to audio source (i.e. phone, laptop)

    2. Try a different music app

    3. Disconnect audio sources, other bluetooth and 3rd party apps; delete earphones from the Bluetooth list

    4. Try different audio sources/phone (other brands, other OS versions)

    5. Reset * (try this when plugged in and when unplugged)

     

    To soft reset your right earbud:

     

    -Place your right earbud into the charge case and close the lid.

    -Open the charge case and remove your earbud.

     

    To hard reset your right earbud:

     

    -Turn off your right earbud by pressing the right multifunction button for 3 seconds.

    -With your right earbud off, press and hold the right multifunction button for 6 seconds until the LED flashes green.

    -Double press the right multifunction button. The LED will flash orange and the earbud will turn off. Your earbud has now been reset.

    -When you hard reset your earbuds, you will lose any saved presets and any saved devices on the paired list. You’ll need to forget Jaybird RUN in your phone's Bluetooth device list, repair your earbuds to your Bluetooth device, See How do I pair my Jaybird RUN earbuds? and reselect your favorite preset from the Jaybird app.

    Me (2/23/2018, 1:49:59 PM): Yes I've done all that

    Me (2/23/2018, 1:50:32 PM): It seems from your support forums and others I've found around the web that this issue is because of the 1.1.0 update

    Bruce Jason B (2/23/2018, 1:51:13 PM): We use high quality components and standards to ensure optimal audio performance. Jaybird RUN uses the recommended Bluetooth Standard parameters to encode and decode audio played by the source device. The quality of the audio is dependent on the source device (type of phone, tablet) as well as the audio source quality (e.g. streaming quality on Spotify or other services)

    Me (2/23/2018, 1:51:56 PM): Are you just going to copy and paste the same non-answers they post in the forums? I bought your product and it doesn't work as advertised. I'd like a real solution to this problem please.

    Bruce Jason B (2/23/2018, 1:52:08 PM): I can always offer to replace it with a different model if you prefer

    Me (2/23/2018, 1:52:38 PM): Are you going to do anything that allows us to downgrade the firmware, as this appears to have not been an issue with earlier versions?

    Bruce Jason B (2/23/2018, 1:52:56 PM): We can't that but let me see what else we can try

    Bruce Jason B (2/23/2018, 1:53:02 PM): What is your OS?

    Me (2/23/2018, 1:53:05 PM): Android

    Bruce Jason B (2/23/2018, 1:55:06 PM): Ok, let's swap the device since we cannot downgrade the firmware

    Bruce Jason B (2/23/2018, 1:55:23 PM): Please send me these details:

    Bruce Jason B (2/23/2018, 1:55:24 PM): Warranty information: 

    - Copy of your proof of purchase, such as a receipt or sales invoice. 

    - If your purchase was made through the Jaybird online store, please forward the sales order number and/or name of the purchaser. (To be sent via email)

     

    Shipping information:

     - First Name:

     - Last Name:

     - Company (if any):

     - Address:

     - Postal Code:

     - City:

     - County/State (if any):

     - Country:

     - Telephone Number (including country code):

     - Color of Product:

     - Serial Number:

    Me (2/23/2018, 1:55:58 PM): Do I email them to you or type it out?

    Bruce Jason B (2/23/2018, 1:56:15 PM): Receipt should be email, everything else you can send via chat

    Me (2/23/2018, 1:57:06 PM): What address to I email with the info?

    Bruce Jason B (2/23/2018, 1:57:22 PM): customercare@jaybirdsport.com

    Bruce Jason B (2/23/2018, 1:57:30 PM): Please reply to my email

    Me (2/23/2018, 1:57:35 PM): Ah I see. Thanks.

    Bruce Jason B (2/23/2018, 1:58:02 PM): No problem

    Me (2/23/2018, 1:58:26 PM): I am doubtful this will help, as you guys have done the same for at least four other customers on the forum and their issues persisted. You must know that this is a firmware issue. Are there any plans to fix this with a future update?

    Bruce Jason B (2/23/2018, 1:59:12 PM): Yes, there are. In fact, we have an email. Still, these are just plans at the moment

    Me (2/23/2018, 2:01:06 PM): So returning my headphones isn't really going to do anything is it?

    Bruce Jason B (2/23/2018, 2:03:12 PM): Personally, I am uncertain. Sound quality is a matter of personal preference and perspective so let's give it a shot

    Me (2/23/2018, 2:07:32 PM): In this case it is the personal preference and perspective of many of your customers since the update, as evidenced by all the forum posts. I'm no audiophile and have been using $20 sony earbuds but I know enough to know they still sound better than my $240 CAD Jaybird Runs. That is unacceptable at that price point and it sounds like you guys know that.

    Bruce Jason B (2/23/2018, 2:08:02 PM): That's why we would like to swap it

    Me (2/23/2018, 2:10:20 PM): And what's my recourse if there is still distortion on the new pairs? (as was the case for the other customers on the forum that went this route)

    Bruce Jason B (2/23/2018, 2:10:46 PM): We can replace it with a different model

    Me (2/23/2018, 2:11:19 PM): Okay. I'll email the info to you.

    Me (2/23/2018, 2:12:01 PM): Thanks for your help Jason, I appreciate it, but I must say I'm extremely disappointed with Jaybird as a whole.

    Bruce Jason B (2/23/2018, 2:12:46 PM): I understand. Sorry we cannot get it to work this time

    Me (2/23/2018, 2:13:24 PM): The lack of communication with the customers and lack of meaningful support via email and on the message boards is unacceptable. Thanks again for your help, but as it stands I wont be buying another Jaybird product.

    Bruce Jason B (2/23/2018, 2:15:23 PM): Thank you for contacting Jaybird Chat Support. Have a nice day.

     

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  • xarons
    That’s what I don’t understand about companies... stuff happens... mistakes are allowed to be made... just admit, address and fix the issue... a little off topic, but I ordered a DJI mavic pre order, and DJI handled their late shipments soooo terribly that I ended up canceling the 1200 dollar drone order, and haven’t bought a DJI product since. That’s slowly what might happen with Jaybird... Sound snob... my sound tastes are too high??? I mean come on... who enjoys listening to static... from a 200 dollar set of headphones.... were definitely snobs for owning 200 dollar pairs of headphones.... yeah, I want my product to work as intended...
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  • xarons
    Sadly, and honestly... I’ve been asked probably 100 times from people about how I like these headphones... and every time I steer people away because of this issue... I’m an engineer with fluent to do people in my field that CAN afford these things, and I’ve steered them to other companies... just sad.
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  • Jörg9371

    Gah, just tried to contact them to return and get new runs because of the high frequency noise.. listening to audiobooks does the trick but normal music.. awful.

     

    Now i realize that new ones wont help it... pray for new firmware...

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  • hunttom

    Any more on this. I have a relatively new set, I mostly listen to podcasts that sound fine but music is horrible. Lots of clipping

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