Vista Charging Case just not working



  • Official comment
    Bruce B.

    Hi Jonathan,

    Thank you for reaching out. This definitely shouldn't be happening, let me help you.

    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 Customer Experience

  • Samuel Tan

    Had the same problem for a few days and customer support is indeed slow. Im not sure what step 1 they were referring to when they say "Repeat step 1 twice while connected to the charging cradle." but doing these 2 things fixed it for me:

    1. Firmly but quickly press the power button 8 times and then hold that same button down for 5 seconds.
    2. Plug in a charging cable to charge immediately after step 1

    The white LED lit up again after step 2


  • AndySharon Wu

    My Vista case is having the same issue as reported on this thread.  All of the sudden, LED light wont light up.  I followed the instructions to try hard resetting the case and earbuds but still the LED light will not turn on.    This is preventing me to charge and or to pair the earbuds.  Please send me the instructions.

  • michael j

    My case quit, I tried the 8 times, 5 seconds approach. No LED light after several attempts. Plugged it back up and it got extremely hot at the connection after about a minute.

  • Kenneth Wingårdh

    My charging case died yesterday too...sad to see that quality has not been prioritized,
    selecting design, technology and supplier...especially considering the price :(

    Lot to learn from the big tech suppliers...never had an issue with Sony or Samsung for example.

    I will contact the store where I purchased them here in Sweden (in October) and ask for a reclaim.

  • Jonathan

    I was in touch with the Jaybird Support for over a week cause it almost always took them one whole day to reply to my email. The whole customer support was by far the worst I ever experienced. By now they sent me a replacement case and that one is working fine now the problem is that they sent me instead of a black a white case. Haven't gotten a reply from them about that. Btw jaybird/logitech has to do something shady. If you google any problem or issue regarding the vistas you wont find any content only except their useless reset guides on their own site.

  • Kenneth Wingårdh

    Hmm...the store found no fault on the case...charging worked after reset of both buds and case, I only tried reset of case (which was stone dead). Well, I love the Vistas when they work so I'm happy 🙂
    Strange though 🤔
    I'll get back if it happens again.

  • Anthony Guia

    I just bought these a couple weeks ago and the charging case just stopped for me too. I can charge it though, but it stopped functioning without any red light warning. Hope they can respond to my email quickly.

    Kenneth, please do update if it happens to you again.

  • Bruce B.

    Hi Anthony,

    Thank you for the update.

    I have sent you an email as well.

    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 Customer Experience

  • Mark Reese

    My case stopped working this morning. The lights will not turn on so I cannot do a reset. I’ve tried recharging the case but still no dice. 

  • Manpreet Kanda

    My Vistas charging case just stopped working for some reason. It wont enter pairing mode anymore and also doesnt charge the earbuds anymore. The light stopped working too. Really need a quick fix bcz my job depends over it.
    How it can be dead in few months...

  • Waldo Scholtz

    Good evening, my Vista charging case stopped working and I can't recharge at all, case seems to be dead, No LED light on case. Headphones don't turn off when connected. Is there any fix or how do I get a replacement case since it should still be under guarantee? I bought the product in Sept'19 in your European online store which shipped out of the Netherlands. 

  • Josh B.

    Unfortunately, I'm having the exact same problem: the Vista charging case seems to have stopped working and I cannot recharge at all. There is no LED light. I followed the instructions on the Vista website to clean the case and the connectors, but this did not work. I tried to do a hard reset, but that also did not work. I am a little concerned since I've only had these since July 2019 and do not even use them that often. I'd be grateful for suggestions on additional things to try or, alternatively, to know whether this is a known problem with either the case or the buds themselves. Thank you.  

  • Greg

    Day two of owning and the case completely stopped working. It will not charge, no light comes on and now the buds will not pair of course. I'm very disappointed. I have requested either a new case (black)or a whole new set of Vistas. Next day delivery would be appreciated.

  • Jai Bakshi

    Same issue here, could you please send me an email regarding how to proceed as well? 

  • Peter Oden

    I have had the same issue. The LED is not coming on and the case is not charging the earbuds. I have done all the resets, but the case is still not working. Please can someone contact me too so that this can get sorted out? I have had them for only 8 months.

  • Peter Oden

    These are the steps that I have been given:


    1. Before we get started, please be aware that your charging cradle or charging case is not water or sweat proof like your buds are. To clean these components, it is okay to use damp or moist utensils. However, you should avoid too much moisture as it may cause your charging cradle or case to fail.
    2. We'll start the cleaning process by ensuring that your buds are turned off, and your charging cradle or case is removed from and is not connected to any power source, or is not plugged in.
    3. Now, remove all of your accessories from your buds. (Ear tips, fins, gels, etc.)
    4. Thoroughly wipe each piece down with a dry cloth or q-tip to remove any larger debris.
    5. Now use either isopropyl alcohol, a disinfectant wipe, or some warm water with a mild soap and give each component of your buds a good scrub and/or wipe down. We recommend utilizing a toothbrush, and/or q-tip, and to pay especially close attention to cleaning your audio drivers, and any contact points used for charging your buds.
    6. Once you are done with the cleaning, rinse each component of your buds with fresh water, and wipe them down with a dry cloth. (Remember: Do not do this with your case or charging cradle.) Now, leave your buds to let dry.
    7. Wipe down your charging device with a damp disinfectant wipe or moist towelette/q-tip. Here we are hoping to remove any films and order small debris that may be creating a barrier between the charging contact points on your buds. Now, leave your charging component to dry, please continue.
    8. Firmly but quickly press the power button 8 times and then hold that same button down for 5 seconds.
    9. Repeat step 1 twice while connected to the charging cradle.
    10. Once completed, go ahead and leave the headset in the charger for 2.5 hours.
    11. Check the color of the LED status lights from here.
    12. Go ahead and attempt to power up the buds by holding the power button for 10 seconds or more.
    13. From here, you should notice your buds boot back up and be ready for use!
  • Peter Oden

    It did not work and have now been asked to go back to the company that sold me the earbuds. Really disappointing, great buds, but the case appears to have an issue. 

  • Yeah haha

    ^^ that worked on me!! thanks

  • Edgar Gonzalez

    I did the steps on my charge case pressed the reset button 8 times and then hold for 5 seconds and repeated it with charging cable plugged in but I did not close my case. I left it open for about a minute with the led flashing white fast . After about a minute I closed the case and now it's charging

  • Nigel Roe

    And another with dead charging case after only 19 days use. None of the carefully followed official revive routines worked. On the spot refund from Amazon thankfully. A shame as they were excellent but this is obviously a major and common product flaw.

  • Oskar

    My case turned out faulty after 15 days of use.

    Case won't connect/charge the right ear bud. Trying to restore the buds using official routine I now can't even connect the functioning left ear bud to bluetooth (I guess that both buds needs to be connected in the case).

    Case is the weak link of the product.


    Re-found from store.



  • Brandon2581

    Something i figured out that may help someone if they are out of options...

    Yesterday i did not have my power brick with me to charge them so i decided to plug them into my laptop. This was when all of the issues started. The laptop said unrecognizable device and after that i couldn't even get a light to come on. The charging case was gone. After i tried everything that was recommended in the manual i decided to do some troubleshooting of my own. Here is the solution that worked for me.

    Plugged device back into laptop 

    Right clicked start menu and went into device manager and scrolled all the way to the bottom where you will find universal serial bus controllers. And in this menu there will be a USB device that is not working.

    Right click it and uninstall the device.

    Once this completed i had lights back on my charging case. But something was still wonky...

    From there i did a hard reset and then reconnected my buds to my phone and did a firmware update through Headphones>support>force firmware update.

    Now i have complete functionality back. So i think it has something to do with a compatibility issue when plugged into a laptop/desktop. Hope this helps someone out there that is stuck with a pair of buds that is useless without a case.



  • Rob

    I've had the same issue today. Charging case doesn't seem to work at all. Headphones don't turn off when connected, won't charge ear buds, LED light doesn't turn on indicating that the case is charging when plugged in. Is there any fix for this?


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