Answer:
If the functions of the earbuds are disturbed, you will need to perform a soft reset. Placing both earbuds into charging case then press the touch controls for at least 10 sec will reset /restart both earbuds.
Answer:
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.
To perform a factory reset without the Smart Control app, peer-pair the earbuds:
1.Make sure that the earbuds are not connected to any Bluetooth device. Deactivate Bluetooth on your Bluetooth device or delete “CX True Wireless” from the list of paired devices in the Bluetooth menu of your Bluetooth device.
2.Charge the right and the left earbud.
3.Take one earbud out of the charging case.
The LED of the earbud lights up red.
4.Press and hold the touch control panel for 10 seconds until you hear the voice prompt “Pairing” and a beep sound.
The LED of the earbud flashes green and red. The earbud is in earbud pairing mode.
5.Now take the second earbud out of the charging case and make sure that the right and the left earbud are close together (max. distance 50 cm).
6.Press and hold the touch control panel of the second earbud for 10 seconds until you hear the voice prompt “Pairing” and a beep sound.
If pairing was successful, you hear the voice prompt “Pairing successful” and the LEDs of the earbuds flash blue 3x. The earbuds are paired with each other and the factory default settings are restored. After that the LEDs of the earbuds flash red and blue and can be paired with your Bluetooth device again.
Answer:
The CX 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 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 True Wireless" (and "LE-CX 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 True Wireless"
•The CX 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.
Answer:
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".
Answer:
If Bluetooth pairing does not work, proceed in the following order:
• Charge the CX 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 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/restart the earbuds?“).
By default, the left and right earbud are peer paired to each other and connect automatically after power-on. If the LED indicator is alternating green/red, this earbud is not peer paired, i.e. the left and right earbuds are not connected to each other.
In this case perform the following steps to pair both earbuds:
1.Make sure that the earbuds are not connected to any Bluetooth device. Deactivate Bluetooth on your Bluetooth device or delete “CX True Wireless” from the list of paired devices in the Bluetooth menu of your Bluetooth device.
2.Charge the right and the left earbud.
3.Take one earbud out of the charging case.
The LED of the earbud lights up red.
4.Press and hold the touch control panel for 10 seconds until you hear the voice prompt “Pairing” and a beep sound.
The LED of the earbud flashes green and red. The earbud is in earbud pairing mode.
5.Now take the second earbud out of the charging case and make sure that the right and the left earbud are close together (max. distance 50 cm).
6.Press and hold the touch control panel of the second earbud for 10 seconds until you hear the voice prompt “Pairing” and a beep sound.
If pairing was successful, you hear the voice prompt “Pairing successful” and the LEDs of the earbuds flash blue 3x. The earbuds are paired with each other and the factory default settings are restored.
After that the LEDs of the earbuds flash red and blue and can be paired with your Bluetooth device again.
Answer:
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.
Answer:
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 volume control of the smartphone or that of the CX True Wireless. With a few smartphones "absolute volume control" is not available by default but can be activated within the development options.
Furthermore, you might not be able to perceive the full volume of the CX 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 quick guide on how best to place the earbuds into your ears.
Answer:
Decrease or increase the volume level at least one step. Then the volume level of right and left earbud are back to the same settings.
Future firmware updates will solve this issue. Please make sure always install the latest available firmware version provided by Sennheiser Smart Control app.
Answer:
In case you experience any issues during the OTA (Over The Air) firmware update of your CX 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. Check the actual version of the firmware (wait approx. 60 seconds for the app to detect all firmware information).
4.Repeat the OTA firmware update or follow the instruction of the app if the firmware version was not changed.
Answer:
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 use always the latest software for your Bluetooth device or the mobile apps.
Answer:
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 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.
Answer:
A very small number of smartphone models may have issues connecting the Smart Control app to the CX True Wireless. Future app and firmware updates will improve on potential limitations of this nature.
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 also perform a factory reset of the CX True Wireless. Disconnect the „CX True Wireless“ after the factory reset, i.e. remove entries „CX True Wireless“ (and „LE-CX True Wireless“ if available) in the Bluetooth settings of your smartphone and pair „CX True Wireless“ again.
Answer:
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. Please also check that the microphone opening is not blocked by the ear itself.
Additionally, wind may sometimes impact the quality of the phone call.
You could enable/disable adjustable sidetone to improve phone call quality.
Answer:
The following replacements of silicone ear adapters for the CX True Wireless are available:
•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
•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
Further information on accessories and spare parts can be found on Sennheiser's CX True Wireless product page in the section "Related products - Accessories".
For separate spare parts of the CX True Wireless like one single earbud please contact your Sennheiser service partner.
Answer:
Contact information of your Sennheiser service partner can be found here: www.sennheiser.com/service-support