Troubleshooting with products
GENERAL QUESTION
HOW LONG IS THE WARRANTY PERIOD?
I BOUGHT THEM AT THE AIRPORT. HOW DO I MAKE A WARRANTY CLAIM?
Contact Jays support. Send us a photo of the receipt and explain the problem you have.
MY EARPHONES SEEM TO BE BROKEN. CAN YOU HELP ME?
First, check your cell phone or media player you are using for your JAYS earphones and make sure this is not the source of the problem. Easiest way is to try your JAYS earphones in another cell phone/media player or another set of earphones in your cell phone/media player. If you by then are sure it’s the JAYS earphones that have a problem then contact your reseller and tell them about your problems with the product. We/they require a valid receipt to handle the warranty claim. This is for us/them to know the age of the product since we have a limited warranty period.
MY PRODUCT APPEARS TO BE BROKEN, WHERE SHOULD I TURN TO GET ASSISTANCE?
If you fail to find a solution to your problem in the manual, then try to browse our FAQs. If you wish to return the unit for investigation we recommend that you first try to contact your reseller before forwarding your questions to us. For quick assistance, state your full name and address, and the name of the product you wish to return when contacting either us or your reseller.
If you fail to find a solution to your problem in the manual, then try to browse our FAQs. If you wish to return the unit for investigation we recommend that you first try to contact your reseller before forwarding your questions to us. For quick assistance, state your full name and address, and the name of the product you wish to return when contacting either us or your reseller.
THE REMOTE ON MY EARPHONES DOESN'T WORK PROPERLY.
Normally this is due to dirt/dust in the phone earphone jack or on the earphone metal plug causing bad/intermittent contact. Clean them both and try again. If the remote still have problems then if possible try them in another Apple device. If they still don’t work properly then contact your reseller for a warranty claim.
THE SOUND COMES AND GOES. WHAT TO DO?
Speaker cables are around 2mm in diameter and inside of them there are 3 cords and Kevlar material as a strengthener. Soldering joint are 1-2mm big and everything houses inside a tiny 3.5mm plug. If you get problems with intermittent sound it might be the cable that have been exposed to too much pull or swing force. Our products are 100% tested before leaving our factory with highest quality standard but if you get problems with your cables, please contact the reseller of your product for further help and information.
THE SOUND HAS BECOME LOWER ON ONE/BOTH SIDES.
Remove the silicone ear tip and check for dirt on the protection filter. All holes must be open otherwise it will affect the sound quality. Try cleaning the filter with a tooth brush.
MY PRODUCT APPEARS TO BE BROKEN, WHERE SHOULD I TURN TO GET ASSISTANCE?
If you believe your product is defect we recommend that your first consult the User Manual, the solutions to many common problems can usually be found in the FAQ section in the last couple of pages for each language. If you have lost your manual you can find it at the download section for your product on our website.
WIRELESS HEADPHONES
AUDIO IS NOT IN SYNC WHEN WATCHING MOVIES OR PLAYING GAMES.
With Bluetooth technology there is a small buffert of the audio before it starts playing. With most streaming apps and devices you will find that the audio is in sync, however there might be some apps, services and devices that can cause a slight delay. If so try another app, device or service.
I CANNOT GET THE SPECIFIED HOURS BATTERY LIFE.
The hours of battery you can get from a product varies a lot depending on factors like volume, range, radio signal environment, bluetooth chipset in the device and so on. Our product is tested using 60% volume.
I GET INTERRUPTIONS IN THE AUDIO WHEN STREAMING MUSIC.
Bluetooth uses the 2.4GHz spectrum as do many other wireless products. If you experience problems with the signal try moving the audio streaming device to another location and try to shut off other wireless equipment to find out what is causing the problem.
I HEAR SOME NOISE IN THE AUDIO.
Change place of your audio streaming device and earphones if surrounding products disturb the audio signal.
REset the earphones
Remove the earphones from the Bluetooth device list on your audio streaming device and redo the pairing procedure.
Turn of WIFI on your audio streaming device.
Remove the earphones from the Bluetooth device list on your audio streaming device and redo the pairing procedure.
Restart your audio streaming device.
Close apps on your audio streaming device that could use resources and cause audio streaming issues.
A high audio level setting will always bring more background noise to the sound. Try adjusting the audio level on your audio streaming device and earphones to find the best setting.
Smartphones and other audio streaming devices use different Bluetooth hardware that heavily can affect the sound quality on the paired earphones. Try a different source to see if audio is improved or not.
IS THERE A JAYS APP TO CONTROL MORE SETTINGS?
No, we have no app available for our bluetooth products.
MY EARPHONE DOESN'T CHARGE.
Try to wiggle the earbuds to connect to the pogo pins or use a different charging cable and also a different charginng source. If the product still doesn`t charge then contact JAYS Support.
DO I GET A LIGHTNING CABLE WHEN I ORDER AN IOS PRODUCT?
No, lightning cables are not included in any orders.
I HEAR SCRATCH NOISE WHEN LISTENING TO MY EARPHONES. ARE THEY FAULTY?
Scratch noises are normally related to oxidation and dirt build up on the 3.5mm metal plug and can easily be removed by swiping around the metal jack with your fingers. Also make sure your listening device is not the issue meaning try the earphone/headphone on another device.
IN-EAR EARPHONES
I CANNOT GET A GOOD SOUND FROM THEM.
The sound quality is very dependent on a correct fit inside your ear. Try all sizes with the included ear tips until you get a tight seal. Sound quality can also vary between audio streaming devices depending on hardware and streaming quality.
I HAVE LOST ONE OF MY SLEEVES/EAR TIPS. HOW CAN I FIND A NEW ONE?
For most models you can purchase them in pairs directly at jaysheadphones.com. If you have any problems or further questions then just contact our support for help.
MY EARPHONES HAVE LOWER SOUND VOLUME ON ONE SIDE.
This is most often due to ear wax clogging the sound tube wax filter guard. Remove the silicon ear tips and use a tooth brush or similar and gently try to clean/remove the clogging from the metal grill and the sound should get back to normal. If not then contact your reseller of the product and make a warranty claim.
WHY DO THE EARBUDS FALL OUT OF MY EARS?
All ears are unique meaning in-ear earphones sometimes can be a bit tricky in terms of finding a proper fit inside the ear canal for some users. We include a wide variety of sizes (XXS-L) on our silicon sleeves and in some models we also include foam sleeves. You can also have different size on your ears meaning one side can have Medium and the other Small so go ahead and try them all out. A bad fit will cause less bass response and they will also be more prone to fall out of your ear when you are on the go. It is also good to every now and then clean your ears since the ear wax can make it tougher for the silicone sleeves to stick onto the sides of the inner ear canal.
If the silicon sleeves doesn't make it for you we recommend trying out Comply Foam Sleeves that expand inside the ear canal. You can purchase these on our accessory page jaysheadphones.com/accessories. If you normally use XXS, XS or S on silicon sleeves we recommend foam sleeves with the size M. If you normally use M or L on silicon sleeves then go for L on the foam sleeves. We currently have no foam model available that fits a-Six Wireless.
Remember most of our earphones can be used behind the ears meaning the ear absorb the microphonics (cable noise) and when you pull the cable they will still be stuck in your ears.
F-FIVE TRUE WIRELESS
I AM HAVING TROUBLE PAIRING MY F-FIVE TRUE WIRELESS.
• Make sure the earphones are not connected to another device.
• Disable and enable Bluetooth® on your device.
• Move the earphones closer to the device or alter their positions to avoid Bluetooth® interference.
• Verify no other wireless equipment interfere with your earphones Bluetooth® signal.
• If the earpieces does not pair with eachother, place the earpieces in the charging case, then take them out both at the same time.
IS F-FIVE TRUE WIRELESS WATERPROOF?
No, they are not waterproof. We recomend our m-Series for waterproof earphones.
HOW DO I RESET MY F-FIVE TRUE WIRELESS?
1. Disconnect device from Bluetooth pairing
2. Take Left or Right f-Five earbud our from charging case. Short press 5 times. LED will go White and RED in constant light.
3. Take other earbud out from charging case. Short press 5 times. LED will go White and RED in constant light.
4. Put both earbuds back in to the charging case.
5. Remove them from the charging case. When they are paired again to device, reset is complete.
M-FIVE TRUE WIRELESS
HOW DO I PAIR MY M-FIVE TRUE WIRELESS?
To power on, place the earpieces in the charging case then take them out of the charging case, both earpieces at the same time. The LED on both earpieces will flash in white. Once the two earpieces have connected to each other, the LED on one of the earpieces will turn off and the LED on the other earpiece will flash in red and white as the earphones enter pairing mode automatically. To pair, go to Bluetooth® settings on your device and select “JAYS m-Five True Wireless”. The white and red flashing LED on the earpiece will turn off upon a successful connection.
I AM HAVING TROUBLE PAIRING MY M-FIVE TRUE WIRELESS.
• Make sure the earphones are not connected to another device.
• Disable and enable Bluetooth® on your device.
• Move the earphones closer to the device or alter their positions to avoid Bluetooth® interference.
• Verify no other wireless equipment interfere with your earphones Bluetooth® signal.
• If the earpieces does not pair with eachother, place the earpieces in the charging case, then take them out both at the same time.
IS M-FIVE WIRELESS WATERPROOF?
The m-Five are dust and water repellent. However you can't swim with them.
WHAT`S THE CHARGING TIME FOR M-FIVE TRUE WIRELESS?
Around 1h to charge the earbuds and 2.5h to charge the box depending on the source for charging.
WHICH CONNECTION DO M-FIVE TRUE WIRELESS USE FOR CHARGING?
They use USB-C. Charging cable is included.
PROBLEM WITH SOUND TRANSMISSION.
Move the streaming device to another position. Your body, distance, different materials and other wireless equipment can interfere with the wireless signal between your device and earphone.
M-SEVEN TRUE WIRELESS
HOW DO I RESET MY M-SEVEN TRUE WIRELESS?
To reset the earphones, place both earpieces in the charging case. Place a finger on both left and right earpiece and keep them there until the LED on both earpieces flashes twice in purple as the earphones reset. Lift both earphones out of the box simultaneously. The earphones will now enter interconnection mode and try pairing to each other. When the left earphone indicator turns off and the right earphone indicator flashes in white and red light, switch off and on your Bluetooth on your device then connect it with your m-Sevens.
I AM HAVING TROUBLE PAIRING MY M-SEVEN TRUE WIRELESS.
To reset the earphones, place both earpieces in the charging case and ensure them to fully touch with the pogopins. Place a finger on the center of top of both left and right earpiece and keep them there until the LED on both earpieces flashes twice in purple as the earphones reset. Please note there are about 2-3 seconds between the first and second flash. Lift both earphones out of the box simultaneously. The earphones will now enter interconnection mode and try pairing to each other. When the left earphone indicator turns off and the right earphone indicator flashes in white and red light, switch off and on your Bluetooth on your device then connect it with your m-Sevens.
IS M-SEVEN TRUE WIRELESS WATERPROOF?
The m-Seven are IPX5 Rated which means they are dust and water repellent. However you can't swim with them.
WHAT'S THE CHARGING TIME FOR M-SEVEN TRUE WIRELESS?
Around 1h to charge the earbuds and 2.5h to charge the box depending on the source for charging.
WHICH CONNECTION DO M-SEVEN TRUE WIRELESS USE FOR CHARGING?
They use USB-C. Charging cable is included.
A-SEVEN WIRELESS
I CANNOT GET THE SPECIFIED +25 HOURS BATTERY LIFE USING MY A-SEVEN WIRELESS.
The hours of battery you can get from a product varies a lot depending on factors like volume, range, radio signal environment, bluetooth chipset in the device and so on. Our test is made with iPhone 7 with medium volume.
A-SIX WIRELESS
A-SIX WIRELESS DOES NOT CONNECT TO MY PHONE.
Try removing the a-Six Wireless profile on your streaming device and redo the pairing process again.
Force the a-Six Wireless into pairing mode by pressing and hold the ON button from OFF state for 5 seconds.
Reset the earphones by connecting them to a charger.
Clear the device list by pressing the ON button for 10s from OFF state. Press the ON button for 2s to start them again and go through the pairing process.
Restart your streaming device (smartphone etc).
I CANNOT GET THE SPECIFIED 12 HOURS BATTERY LIFE USING MY A-SIX WIRELESS.
The hours of battery you can get from a product varies a lot depending on factors like volume, range, radio signal environment, bluetooth chipset in the device and so on. Our test is made with iPhone 7 with medium volume.
IS A-SIX WIRELESS NOISE CANCELLING?
No, a-Six Wireless does not have active noise cancelling. However the passive noise cancellation is on par with normal hearing protection and will block most of the surrounding noise out.
IS A-SIX WIRELESS WATERPROOF?
No, they are not waterproof or IP rated.
WHAT'S THE CHARGING TIME FOR A-SIX WIRELESS?
Around 1h 45m depending on the source for charging.
WHY ISN'T THERE SUPPORT FOR PREVIOUS TRACK?
The hardware and software limitations in the Bluetooth chipset used in a-Six Wireless does not support previous track button press.
