Latency/connectivity issue

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J Stefanzo

• July 12, 2018 14:09

Just got my Jaybird Run's and am noticing the latency issue everyone is mentioning on here when watching videos. Interestingly enough, I don't have the issue when watching a YouTube video on my Galaxy S7, but I do when using my Dell E7280 Ultrabook. No issues if I use just the right bud, but as soon as I connect the left, there is a delay. Given that I'm using my phone the majority of the time, I don't want to compromise the connection quality there by doing a reset or update to the Run's, but are there any programs I can install on my laptop to adjust the latency? 

 

On a separate note, I was having some connectivity issues while walking with my phone in my pocket. The audio kept cutting in an out of both the left and right bud. When I took the phone out of my pocket and held it in my hand, there was no issue.

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  Logi_Bruce

  • July 12, 2018 18:33

  Hello J Stefanzo,

   

  Thank you for joining the community. I am sorry to hear that you're getting latency on your Jaybird Run.

   

  I appreciate you providing more information about the troubleshooting you tried and you're aware of. It is indeed recommended to update the firmware and factory reset the buds.

   

  For the connectivity problem, please see the troubleshooting steps here:

   

  https://www.jaybirdsport.com/en-us/run-faq.html#leftbud

   

  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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  J Stefanzo

  • July 12, 2018 18:37

  Thanks for your response, Bruce. Regarding the connectivity issue, the article you shared is not the problem I'm having. Both buds are connected, but the audio is cutting in and out on BOTH of them as I walk with my phone in my pocket. In fact, I just was listening with JUST the right bud on, and I was still having the same problem where the sound was cutting in and out.

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  J Stefanzo

  • July 13, 2018 15:14

  I also updated the firmware and did the reset, and am still experiencing the latency issue with my PC. Please advise.

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  Logi_Bruce

  • July 16, 2018 14:26

  Hello J Stefanzo,

   

  Sorry to hear that it did not work. Please expect an email from us regarding your concern and how we will be proceeding.

   

  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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