While on a phone call or voice chat, I can’t hear the other person talking, or they can’t hear me (INZONE Buds)

The game console (computer or PlayStation®5) or smartphone is connected to the headphones using the USB transceiver

Go to step 3.

The smartphone or any other device is connected to the headphones via Bluetooth®

Go to step 2.

1. Turn up the volume setting on the Bluetooth device.
2. If the issue is not resolved, disconnect the Bluetooth connection with the headphones, and reconnect them.

The issue is resolved

The Bluetooth connection may have been temporarily unstable.

The issue is not resolved

Go to step 13.

Notes:

• Make sure that the slide switch of the USB transceiver is set to the correct side (PC or PS5).
  
• Connect the USB transceiver directly to the computer, smartphone, or PlayStation 5.
• For details on how to connect the headphones, refer to the Help Guide.
  Connecting to a computer, PlayStation®5, or USB Type-C compatible smartphone via the USB transceiver

The issue is resolved

The connection between the headphones and the USB transceiver may have been temporarily unstable.

The issue is not resolved

Go to step 4.

Note: Use the Bluetooth device to end the Bluetooth connection with the headphones. A notification sound indicates the disconnection.

The issue is resolved

When using a wireless 2.4 GHz connection with a computer or PlayStation 5 and a Bluetooth connection at the same time, the microphone input of the headphones is used for a call or chat with the connected device via Bluetooth, and you can't chat on the computer or PlayStation 5.

The issue is not resolved

Go to step 5.

Note: For details on the settings, refer to the manual of the support site of each application.

• Check the sound output and input settings for the voice chat.
  On the application setting, make sure that the sound output setting for the voice chat is set to INZONE Buds - Chat.
  Note: If you connect the device via Bluetooth, make sure that the sound output setting of the voice chat is set to INZONE Buds.
• If you use the Push to Talk settings on the application, long tap the L (Left) side touch sensor to unmute the headphones' microphone before starting the call or chat.

The issue is resolved

The issue may have been caused by the setting of the application.

The issue is not resolved

• If you connect the headphones to a smartphone and can't hear the other person's voice, go to step 7.
• If you connect the headphones to a computer and can't hear the other person's voice, go to step 6.
• If you connect the headphones to a PlayStation 5 and can't hear the other person's voice, go to step 8.
• If you connect the headphones to a smartphone and the other person can't hear your voice, go to step 12.
• If you connect the headphones to a computer or PlayStation 5 and the other person can't hear your voice, go to step 10.

Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

1. On the Start menu, open Settings.
2. Select System → Sound.
3. Set the Output settings to INZONE Buds - Game.

Hint: Depending on the application, the other person's voice may not be heard if you use the app to switch the settings during the talk.

The issue is resolved

The issue may have been caused by the computer sound output settings.

The issue is not resolved

Go to step 7.

Left-click the Speaker icon on the computer to turn up the volume and check if the issue is resolved.

The issue is resolved

The issue may have been caused by the Master Volume setting.

The issue is not resolved

Go to step 8.

You can adjust the volume by tapping the R (right) unit touch sensor during music playback. The volume increases by one level for each tap.

• To operate the touch sensor, use the thumb and middle finger to hold the headphones and tap the center of the touch sensor using the pad of the index finger. If you tap with the nail or fingertip, tap the rim of the touch sensor, or press the touch sensor too strongly, the headphones may not work well.
• If the volume is set low on the Bluetooth-connected device, the volume may not increase as expected using the headphones' dial. If this is the case, turn up the volume on the connected device.

The issue is resolved

The issue was caused by the volume settings.

The issue is not resolved

Go to step 9.

You can assign the touch sensor function to the Game/Chat Balance Control function using the INZONE Hub software. Doing so enables an easy switch in which volume to be heard lower between the voice or game audio.

The issue is resolved

The issue was caused by the volume balance.

The issue is not resolved

Go to step 12.

• For Windows computer
  Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.
  1. On the Start menu, open Settings.
  2. Select System → Sound.
  3. On the Recording tab, select INZONE Buds according to your model and click the Properties button.
  4. Select the Level tab and slide the bar to adjust the level.
• For PlayStation 5
  1. On the Control Center screen, select Microphone.
  2. Select Adjust Microphone Level → Microphone Level, and slide the bar to adjust the level.

The issue is resolved

The issue may have been caused by the microphone setting.

The issue is not resolved

• If you are connecting the headphones with a computer, go to step 11.
• If you are connecting the headphones with a PlayStation 5, go to step 12.

Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

1. On the right side of the computer screen, right-click the Speaker icon.
2. Select Open Sound settings, and then select Sound Control Panel.
3. On the Recording tab, select INZONE Buds - Chat and click OK.

The issue is resolved

The issue may have been caused by the microphone level setting.

The issue is not resolved

Go to step 12.

Follow these steps to perform pairing again with the USB transceiver:

1. Connect the USB transceiver to a computer or PlayStation 5.
2. Set the earbuds into the charging case and open the lid.
3. While the charging case lid is open, press and hold the Pairing button of the charging case for about 5 seconds or more.
   Note: The headphones go into the pairing mode, and the indicator on the charging case repeatedly flashes in blue twice in a row.
4. Press and hold the Connect button on the USB transceiver for about 5 seconds or more. The USB transceiver goes into the pairing mode, and the Connect indicator on the USB transceiver repeatedly flashes in white twice in a row.
   Note: To press the Connect button, For this task, you'll need to use an object that has a narrow tip and won't easily snap, such as a paperclip.
5. Remove the headphones from the charging case and put them into the ears. When the pairing is complete, a notification sound is heard, and the Connect indicator on the USB transceiver lights up in white.

The issue is resolved

The issue may have been caused by the connection between the headphones and the USB transceiver.

The issue is not resolved

Go to step 13.

The issue is resolved

The issue may have been caused by a temporary malfunction of the gaming app.

The issue is not resolved

Go to step 14.

The issue is resolved

The issue may have been caused by a temporary malfunction of the connected device.

The issue is not resolved

Go to step 15.

Note: The Bluetooth pairing information and other settings are retained after the reset.

1. Set the earbuds into the charging case.
2. Leaving the charging case open, press and hold the reset button on the back of the charging case for about 20 seconds or more. After about 15 seconds, the indicator on the charging case flashes in orange for about 5 seconds.
3. When the indicator turns off, release the finger. When the reset is complete, the charging starts, and the indicator on the charging case lights up in orange or green.

Watch the video on how to reset the headphones:

The issue is resolved

The issue may have been caused by a temporary malfunction of the headphones.

The issue is not resolved

Go to step 16.

Initialization returns the headphones to the factory settings, and all Bluetooth pairing information is deleted.

1. Set the earbuds into the charging case.
2. Leaving the charging case open, press and hold the initialize button on the back of the charging case for about 15 seconds or more. After about 15 seconds, the indicator on the charging case flashes in orange for about 5 seconds.
3. Release the finger within 5 seconds after the indicator on the charging case starts flashing in orange. When the initializing is complete, the indicator flashes in green four times.

Watch the video on how to initialize the headphones:

The issue is resolved

The issue may have been caused by a temporary malfunction of the headphones.

The issue is not resolved

The headphones may be malfunctioning, and service may be required.  Go to Product Repair.