Dead Vista after earbud update from app!

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10 comments

  • Official comment
    Adam W

    Hi everyone, 

    Thank you for the feedback. I am really keen to get a fix here for you.

    Please see my reply to Erik in this thread so we can all work off one thread.

     

    Adam

    Jaybird Customer Experience

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  • Reid Connolly

    I have a Pixel 3 running Android 10 and am dealing with the same issue after installing the firmware update on Friday (4 days ago).

    The earbuds refused to connect to one another, and one would shut off entirely until being factory reset (after going through reset, hard reset, factory reset). It was impossible to play music through them at any point after the update, and there is no option to revert to the prior firmware version.

    Symptoms after updating:

    1. One earbud fails to connect
    2. One earbud connects, but can't play audio. Strangely, the play/pause control still works
    3. Earbuds stutter and fall out of sync, even when holding my Pixel 3 right next to my head (tested against Jaybird X3 in same environment. No connection issues, range issues. Sound crystal clear).
    4. Earbuds can't be discovered by phone/app after factory reset (later found that going into Android app settings and clearing storage and cache for the Jaybird app helps remedy this point)

    I ran to Best Buy yesterday to buy a 2nd set of Vista earbuds, just to see if the older firmware out of the box will address any of these issues.

    The fact that Jaybird appears to have released a mandatory firmware update without first testing on a flagship device running the latest software (to which they have had developer access for months) is inexcusable when you are selling $180 earbuds and position yourself as the market leader in Bluetooth audio products for the fitness segment.

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  • Dave Vo

    Hey Reid,

    Thanks for letting us know. I knew there has to be other users who are having the same issue with the Vista.

    I tried your suggestion #4 but my phone still can't discover/find the air buds.  As of right now I have a pair of pricey paper weight. Still waiting for support to response.

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  • Reid Connolly

    Hey David, make sure you're resetting the earbuds fully prior to deleting your Jaybird app's local storage and cache on your Pixel 3. If the buds are storing your previous connection settings, it might interfere with the pairing process when you try to start over. Took me 2 days and many hours to make any progress on this.

    Honestly, it's probably worth your time to exchange your earbuds for a new pair that don't have the updated firmware. You'll be able to set them up and pair them, but the downside is that you can't choose new EQ settings or profiles because after pairing, the Jaybird app won't let you do anything until you've applied the update. The buds will still work, but they'll be using the default EQ profile.

    Hope this helps, and that Jaybird fixes this soon.

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  • Holly Farrah

    Does anyone have a solution to this? I tried all the tips and emailed support but I still have no solution.

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  • Dave Vo

    Hi Holly,

    Short answer is no. Like Reid said your better off exchanging it for another pair and not use the app. It killed my vista and still waiting to hear back from support on a replacement. I have emailed them and they have not replied back. 

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  • Erik Akiyama

    Hello,

    I am having the same issues as well. I have a OnePlus 7 Pro running Android 10, and after the update the earbuds to firmware 1.1.3, the left one died.

    Like Reid said: "The earbuds refused to connect to one another, and one would shut off entirely until being factory reset (after going through reset, hard reset, factory reset). It was impossible to play music through them at any point after the update, and there is no option to revert to the prior firmware version.

    Symptoms after updating:

    1. One earbud fails to connect
    2. In my case: One earbud connects, and plays audio. But the left one is entirely dead.
    3. In my case: No connection issues, range issues. Sound crystal clear).
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  • Travis Neal

    Same issue with mine.  After 20 minutes of the app saying rebooting please wait, the the ear buds never came back on and will no connect to any of my devices.  Removed them from the saved connected bluetooth items and still nothing.  Would be nice to have the support pages up and working on the website. I have tried the different suggestions from the attached thread and nothing works. The buds are totally dead 

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  • Reid Connolly

    So far the only solution to installing the defective firmware update is to replace the buds entirely. It was a good opportunity to re-evaluate my choice of color. That mineral blue, though..

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  • Adam W

    Hi Travis, 

    I have created a ticket for you and a team member will look into the issue for you to get is all sorted. 

    Thanks for the support page feedback, it has been down and the IT team are working on a fix asap.

     

    Adam 

    Jaybird Customer Experience

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