Troubleshooting Hub
Need help fast?
Start with the guide videos. Then the most common issues from our actual ticket history. If neither ends it, the form goes straight to a human.
Wired Troubleshooting
No sound / not detected
USB-C connections and output settings, on video.
Pairing, resets & one-earbud fixes
Wireless pairing, reset sequences, and resyncing earbuds.
Charging, contacts & battery
Cases, contacts, cables, and battery behavior.
Wired Troubleshooting
SANWEAR-HARDWIRE Troubleshooting:
Is SANWEAR-HARDWIRE Compatible With Your Device?
SANWEAR-HARDWIRE Not Showing in the Soundscape App?
No Sound From SANWEAR-HARDWIRE? The Golden Rule Fix
Hiss or Static From SANWEAR-HARDWIRE? Check Your Connection
Audio Coming From Speakers, Not SANWEAR-HARDWIRE? Switch Your Output
Common issues
Check these before you write in.
Why is there no sound from my HARDWIRE?
Check that the USB-C connector is fully inserted, the device volume is turned up, and the audio output is set to HARDWIRE or the connected USB-C audio device.
Why is HARDWIRE not detected by my phone?
Try unplugging and reconnecting the USB-C cable, restarting your phone, and checking that your device supports USB-C audio accessories.
Why is only one SANWEAR-GT earbud working?
The earbuds may need to resync with each other. Place both earbuds in the case, reset them, and reconnect.
Why are my SANWEAR-GT earbuds not charging?
Check that the charging contacts are clean, the earbuds are seated correctly in the case, and the case has battery power.
Why does my SANWEAR-GT audio sound muffled?
Muffled audio may be caused by poor fit, blocked ear tips, debris, or an incomplete seal.
What should I do if the SANSYNC case keeps blinking?
Make sure the earbuds are charged, close to the case, and in the correct connection mode. If needed, reset the earbuds and try pairing again.
Why does SANWEAR not appear in Bluetooth settings?
Make sure the earbuds are charged, in pairing mode, close to your device, and not already connected elsewhere.
Why does one SANWEAR earbud have no sound?
Place both earbuds back in the case, reset them if needed, and reconnect to your device.
Why is my product not showing in Soundscape?
Make sure the product is powered on, connected properly, nearby, and supported by the app.
Why did my product disconnect during a firmware update?
Temporary disconnects can happen during update and reboot steps. Wait for the process to finish before reconnecting.
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Fill out the support form.
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