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If the functions of the earbuds are disturbed, you will need to perform a software reset to initialize the earbuds. A software reset will be done each time you insert the earbuds into the charging case and wait for at least 10 seconds.
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If the functions of the earbuds are disturbed and a soft reset does not fix the issue, reset the earbuds to the factory default settings. This deletes, among other settings, all pairing settings.
You can reset the earbuds to the factory default settings using the Smart Control app in the settings menu.
Using the Smart Control app is the easiest way to perform a factory reset. Alternatively, you can reset the earbuds to the factory default settings by the following steps:
•Deactivating Bluetooth at your smartphone to disconnecting your CX Plus True Wireless.
•Take only one earbud out of the charging case, keep the other earbud inside the charging case.
•On the earbud outside of charging case, hold the touch control for at least 10 seconds.
•As soon as the earbud LED starts alternating green/red, release the touch control (within 2 seconds).
•After releasing the touch control, the earbud LED continues to alternate green/red.
•Place the earbud back into the charging case.
•Keep the charging case lid open!
•The earbuds are now getting again synced with each other, what takes approx. 20 seconds.
•Successful factory reset and peer pairing is indicated by 3x green/red alternating charging case LED.
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The CX Plus True Wireless supports two different Bluetooth connections: Bluetooth audio for all audio connections and Bluetooth Low Energy for Sennheiser Smart Control app connection.
If your smartphone's Bluetooth menu shows an active connection to "CX Plus True Wireless" and audio can't be heard with the earbuds, but still played on the smartphone, you may have only established the Smart Control app connection.
In this case to the following steps are necessary to establish a full Bluetooth connection:
•Put both earbuds into the charging case
•Enter the Bluetooth menu of your smartphone
•Delete/Unpair all entries "CX Plus True Wireless" (and "LE-CX Plus True Wireless" if available) in the list of paired devices
•Switch off Bluetooth and activate Bluetooth again on your smartphone (Alternatively: Reboot your smartphone)
•Take both earbuds out of the charging case
•Enter pairing mode manually by pressing both earbud touch pads for at least 3 seconds (Pairing mode is indicated by blue/red alternating LED indicator on earbuds)
•Enter the Bluetooth menu of your smartphone and select entry "CX Plus True Wireless"
•The CX Plus True Wireless will now be paired and connected with Bluetooth audio
It is recommended to first establish the Bluetooth audio connection before then connecting the Sennheiser Smart Control app. This avoids potential issues with certain smartphones.
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Make sure that the earbuds are charged and connected to your Bluetooth device. Check that the Bluetooth settings of your connected device have media and calls connection activated.
Additionally, make sure the earbuds are inserted into your ears correctly. Increase the volume on your Bluetooth device and on the earbuds by pressing on the right earbud's touch pad until you hear the voice prompt "Volume max".
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If Bluetooth pairing does not work, proceed in the following order:
• Charge the CX Plus True Wireless for at least 1.5 hours to ensure they are fully charged. The charging LED pulsates yellow to indicate charging and permanent green to indicate they are fully charged.
• Take the earbuds out of the charging case.
• Simultaneously touch and hold the right and left touch control for 3 seconds to start pairing mode. The LEDs of the earbuds flash red and blue.
• Start the search for Bluetooth devices on your smartphone and select “CX Plus True Wireless”.
• If necessary, enter the default pin code “0000” on your smartphone.
• If, after the steps above, the Bluetooth pairing still does not work, restart the earbuds (see „How can I reset the earbuds?“).
Out-of-the-box, left and right earbud are peer paired to each other and connect automatically after power-on. In case you need to replace one of the earbuds by a spare part, the left and right earbuds must be peer paired, so they can connect automatically to each other again.
In this case perform the following steps to pair both earbuds:
•Place left and right earbud into the charging case.
•Keep the charging case lid open (!).
• The earbuds are now getting paired with each other, what takes approx. 20 seconds.
•Successful peer pairing is indicated by 3x green/red alternating charging case LED.
With successful peer pairing the earbuds are set back to factory defaults, i.e. the Bluetooth connection to your smartphones needs to be re-established.
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Ensure that the charging contacts of the earbuds and the charging case are clean. If charging is still not possible, perform a reset and a factory reset of the earbuds.
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For some Android smartphones there is a separate volume control for the Bluetooth headset and for the Android smartphone. Ensure that both volume controls are set to max. To increase volume, tap and hold the touchpad of the right earbud until you hear the voice prompt "Volume max". Now increase the smartphone's volume to maximum volume.
For smartphones that feature "absolute volume control" such as the Apple iPhone, there is only one volume control available, so you can either use the smartphone's or CX Plus True Wireless volume control.
Furthermore, you might not be able to perceive the full volume of the CX Plus True Wireless because the earphones currently do not fit correctly. Please use the appropriate size of ear adapters so they fit snugly in your ear canal and completely seal your ears. For best results, follow the guidance in the quick guide on how best to place the earbuds into your ears.
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The CX Plus True Wireless blocks out ambient noise thanks to its ANC (Active Noise Cancellation) feature which works in combination with its excellent passive noise attenuation and perfect fit in the ear canal.
The CX Plus True Wireless has integrated a single-mic feed-forward ANC system per earbud side. This technology enables ANC without negative impact on sound performance (i.e. no additional noise floor is introduced by the ANC system), nor discomfort (i.e. no ear pressure is introduced by ANC system). In case you experience only limited ANC performance, consider that ANC technology can only reduce ambient noise in low frequency range <1 kHz, e.g. engine sounds. The CX Plus True Wireless' excellent passive noise isolation additionally reduced significantly ambient noise in higher frequency ranges.
To achieve best possible sound isolation and ANC performance, it is important to choose the ear adapters that best fits your ears.
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In case you experience any issues during the OTA firmware update of your CX Plus True Wireless, please follow the following steps:
1.Insert both earbuds into the charging case for at least 10 seconds
2.Take the earbuds out of the charging case and connect them again to the Sennheiser Smart Control app
3.Repeat the OTA FW update or follow the instruction of the app
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The battery level indicator always shows the remaining battery life of the earbud side with less power.
Examples:
• If left earbud has 50% battery level and right earbud has 80% battery level, it indicates 50% battery level.
• If left earbud has 90% battery level and right earbud has 20% battery level, it indicates 20% battery level.
• If only right earbud is in use and left earbud remains in the charging case, it indicates the right earbud battery level.
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Perfect synchronization of sound and image is dependent on the Bluetooth technology being used by your Bluetooth device. For best results make sure you are using a Bluetooth device which fully supports Audio Video Distribution Transport Protocol (AVDTP) 1.3 or higher. Thus, depending on the Bluetooth device or the mobile app the audio/video synchronization experience may vary. It is recommended to always use the latest software for your Bluetooth device or the mobile apps.
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It's always best to test the supplied ear adapters to find the size that suits you best and delivers the best sound quality. The CX Plus True Wireless packaging includes four different ear adapter sizes (XS, S, M, L). Also try to twist the earbuds into your ear as described in the quick guide until you find a comfortable position. Please note that it might be possible that you need different ear adapter sizes per ear.
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You may try to turn off and turn on the Bluetooth function on your smartphone to reset the Bluetooth module or reboot the smartphone.
You may also try the following: Go to the smartphone's security and location settings and turn "use location" off and on again, even if the location service is already turned on. This is because some Android models require that the location service is activated when using Bluetooth Low Energy connection, even when the location information is not used. Sennheiser does not use or store location information of the user for other reasons.
You may try to perform a factory reset of the CX Plus True Wireless. Disconnect the CX Plus True Wireless after the factory reset, i.e. remove entries "CX Plus True Wireless" in the Bluetooth settings of your smartphone and pair CX Plus True Wireless again.
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If you find that your voice can't be heard well by the other party on a phone call, you may wish to check the following: During phone calls, ensure that the earbuds are inserted correctly into the ear-canal and then rotate them slightly. Ideally rotate the earbud to ensure the correct beamforming angle for voice pickup (i.e. both mics in line to the mouth). Please also check that the microphone opening is not blocked by the ear itself.
Additionally, wind may have impact to the quality of the phone call.
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The following spare parts and accessories for the CX Plus True Wireless are available:
For black color variant of CX Plus True Wireless (CXPLUSTW1 Black):
• Left earbud (CXPLUSTW1 L Black) : Order No. 509192
• Right earbud (CXPLUSTW1 R Black) : Order No. 509190
• Charging case (CXPLUSTW1 C Black) : Order No. 509194
• 5 pairs of ear adapters (black, size XS) : Order No. 508603
• 5 pairs of ear adapters (black, size S) : Order No. 508604
• 5 pairs of ear adapters (black, size M) : Order No. 508605
• 5 pairs of ear adapters (black, size L) : Order No. 508606
For white color variant of CX Plus True Wireless (CXPLUSTW1 White):
• Left earbud (CXPLUSTW1 L White) : Order No. 509193
• Right earbud (CXPLUSTW1 R White) : Order No. 509191
• Charging case (CXPLUSTW1 C White) : Order No. 509195
• 5 pairs of ear adapters (white, size XS) : Order No. 508835
• 5 pairs of ear adapters (white, size S) : Order No. 508836
• 5 pairs of ear adapters (white, size M) : Order No. 508837
• 5 pairs of ear adapters (white, size L) : Order No. 508838
Further information on accessories and spare parts can be found on Sennheiser's CX Plus True Wireless product page in the section "Related products - Accessories":
www.sennheiser.com/cx-plus-true-wireless
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Contact information of your Sennheiser service partner can be found here: www.sennheiser.com/service-support