How to reset headphones and in-ear headphonesUpdated 18 days ago
How to reset headphones and in-ear headphones
Use these reset instructions only when a reset is relevant to the customer's issue.
Before resetting
- Identify the customer's exact product model before providing reset instructions.
- Use only the reset procedure listed for the customer's exact product model below.
- Do not assume that similarly named products use the same reset method.
- If the exact model cannot be identified, ask the customer which model they have before providing reset instructions.
- If the customer's model is not listed below, do not invent or provide a generic reset procedure.
- When relevant to a Bluetooth or connection issue, try connecting the headphones to another compatible device to determine whether the issue persists.
- Remove the headphones from the customer's Bluetooth menu before performing the reset procedure.
aBEAT and aBEAT Qi
- Hold the + and – buttons for 3 seconds.
aBEAN
1. Remove aBEAN from the Bluetooth menu.
2. Take both earbuds out of the case.
3. Quickly press each earbud 5 times until they start blinking purple. This can be done on both earbuds at the same time or one after the other.
4. Place both earbuds back in the case and close the lid.
The aBEAN is now reset and can be connected via Bluetooth again.
aPOP
1. Remove aPOP from the Bluetooth menu (forget device).
2. Take both earbuds out of the case and then place them back in the case.
3. Press the gold button in the case for approximately 5 seconds.
The aPOP is now reset and can be connected via Bluetooth again.
aSENSE
If a hard reset is relevant:
1. Remove aSENSE from the Bluetooth menu (forget device).
2. Place both in-ear headphones in the charging case.
3. Press and hold the gold button for at least 15 seconds until they flash white in sync.
4. Close the lid of the case.
5. Open the lid, take both in-ear headphones out, and wait 10 seconds.
6. Open Bluetooth and connect.
Only one of the two earbuds should be flashing when they are ready to pair. If the reset does not work the first time, the procedure can be attempted once more.
Pure
1. Remove Pure from the Bluetooth menu (forget device).
2. Quickly press the power button five times on each earbud.
3. Connect Pure via Bluetooth again.
If the issue remains unresolved
- Continue with any other relevant approved troubleshooting for the customer's exact product and issue.
- Do not repeatedly ask the customer to perform the same reset.
- If approved troubleshooting does not resolve the issue, continue according to the relevant defective/non-working product Skill.