Frustrating issues

Comments

4 comments

  • Official comment
    Bruce

    Hello Mike,

    Thank you for reaching out. I'll be happy to help you with this one.

    Sorry for any confusion. I will also need to clarify some of the things you mentioned on your post before we attempt to troubleshoot.

    You mentioned that the voice prompt says the bud/s are connected when they're not. Can you tell how you confirmed that they are not connected? We're you able to test this? Is there audio coming out of the bud/s or the source device (i.e. phone, tablet/computer)?

    You also mentioned that the buds turn off after fifteen minutes. Does this happen while the buds are in use and connected or are the buds idle/disconnected?

    Lastly, please note that Run and Run XT's master bud is the right bud. You cannot use the left bud as a stand alone bud so putting the right bud in the case will disconnect the right bud from your phone and will cause the left bud to stop working.

    Feel free to reach 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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  • Mike Bain

    Hi, just to clarify the issues

    1/ When I turn on the ear bud the voice prompt says connected, My phone says it's connected but Google Play music comes from the phone

    When this happens I disconnect the phone and reconnect, the Bluetooth.

    2/The buds turning themselves off is spontaneous but are in use when it happens. 

    In the latest instance they turned themselves off during the second song playing on my playlist.

    3/ It appears I have my left/right mixed up.

    My deafness is on the left side not the right as previously stated. So yes I am using the right bud.

    Since I reached out I have had one day without any issues until the latest example.

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  • Bruce

    Hi Mike,

    I appreciate your prompt reply. Thanks for your answers as well.

    You mentioned that the buds are connected via Bluetooth but the sound comes out from the phone's speakers---this confirms that the buds are connected but not selected as default for media audio. This is common when you disconnect the buds from your phone.

    For the second item, can you check if the buds have sufficient battery? Does it announce a low battery level before it turned off?

    Another possibility is that the buds cannot maintain a connection to your phone. This will cause the buds to go idle and turn off on its own.

    Feel free to reach 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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  • Martin Hampson

    Hi Mike,

    I have some similar issues with my RunXT earbuds, the main one is that after about 30minutes, sometimes more occasionally a bit less, the earbuds shut themselves down. I will be in the middle of a run, with music playing and they just decide to stop.

    I don't have a problem with the connection, as I say the music is playing, they just stop.

    If I turn them on then they announce battery level usually 70-80%; they connect then play for a few minutes and stop again.

    I have looked to up date the firmware but the link through the support tab to RunXT firmware up date doesn't work.

    Like you say when they work they are great, but now I find them unreliable and thinking of switching to something else.

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