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Sound is not heard from all speakers
If you're listening to audio on your product but cannot hear sound from all of the speakers, try the following:
Remove the device from its case or protective sleeve (if applicable).
If a case or protective sleeve is on your device, try removing it to determine if it is preventing the headphones plug from making a full connection.
Try a different app.
If the issue only occurs with a particular app, it is likely related to the app or app settings.
Try playing different types of media.
Different media types might produce different quality sound. For example, Podcasts, music stored locally on your phone, MP3s, streaming music services (Spotify, Pandora), videos on your device or stored in the cloud, etc. can all vary in quality. Try different media to determine if the issue is specific to certain media.
Check the condition of the audio plug on your product.
If the audio connector on your product is broken, frayed or damaged, it might not play audio as expected. If it is damaged, your product may need service. Follow the link for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
Be sure the openings on your headphones are clean and free of debris.
Check if anything is blocking any openings on your headphones, ear tips or the mesh grilles under the ear tips (i.e. ear wax, dust or other debris). For more info, see Cleaning ear tips and mesh grilles.
Plug in a different pair of headphones.
Connect another pair of headphones to the audio device to determine if the issue is with the device or its settings.
Be sure the connected device supports a 4-conductor headphone plug.
One of the four rings on the 1/8" (3.5 mm) plug on your product is for the microphone. Most devices without microphones have a 3-conductor jack. With some of these devices, inserting a 4-conductor plug can cause poor or partial audio, loss of voices in music or it can prevent the built-in device speakers from muting when headphones are connected. If these issues occur, consider purchasing a 4-to-3-conductor adapter.
Your product may need service.
If the steps provided do not resolve your issue, your product may need service. Follow the link below for more information on how to service your product. Depending on your product and region, you will be provided a contact number or the ability to setup service online.
Click here to start service
Click here to start service
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