FAQ/If a problem occurs ...

Current list of frequently asked questions (FAQ)

Visit the MOMENTUM True Wireless product page at

www.sennheiser.com/truewireless

There you will find a current list of frequently asked questions (FAQ) and suggested solutions.

The left earbud cannot be used?

Make sure that the earbud is charged (> Charging the rechargeable battery of the earbuds and the charging case) and that the earphones are paired with your Bluetooth device and connected to it (> Pairing the earphones with a Bluetooth device). The left earbud can only be used when the right earbud is also used (the right earbud controls the Bluetooth transmission). The signal transmission range between the left earbud and the right earbud is approx. 25 cm.

The right earbud cannot be used?

The earphones cannot be switched on/do not react to any touch?

Wake up the earphones from idle mode by tapping their touch control panels once (> Switching the earbuds on).

Make sure that the earphones are charged > Charging the rechargeable battery of the earbuds and the charging case). If this is the case, perform a restart of the earphones (> Restarting the earphones).

The earphones cannot be charged?

Perform a restart of the earphones (> Restarting the earphones).

The operating time is decreasing?

The rechargeable batteries are exhausted. Contact your Sennheiser service partner.

The sound occasionally drops out?

Make sure that the earphones are within the transmission range of the Bluetooth device (> Leaving the Bluetooth transmission range).

The sound is too low?

Increase the volume (> Adjusting the volume).

The sound of the earphones sounds misadjusted?

It might be that the sound has been adjusted using the equalizer function of the Smart Control app. Connect to the Smart Control app and check the equalizer settings > Adjusting sound effects/the equalizer).

The sound is only audible on one side?

Make sure that both earbuds are charged (> Charging the rechargeable battery of the earbuds and the charging case) and that the earphones are paired with your Bluetooth device and connected to it (> Pairing the earphones with a Bluetooth device). Also make sure that the earbuds are inserted into your ears correctly (> Inserting the earbuds into the ears ).

The sound is not in lip-sync with the TV/PC picture?

Make sure you are using a Bluetooth device with aptX Low Latency (LL) to have low audio latency.

The earphones are uncomfortable?

Test the different ear adapters to find the size that suits you best and delivers the best sound quality (> Selecting suitable ear adapters for optimum fit of the earbuds).

The earphones are connected via the Smart Control app, but music playback is not possible?

If you connect the earphones only via the Smart Control app, you only establish the connection for controlling the earphones (via Bluetooth Low Energy). In order to enable music playback, you have to pair the earphones with your smartphone using the smartphone's Bluetooth menu (> Connecting the earphones to a Bluetooth device).

Your question has not been answered or the problem persists?

If a problem occurs that is not listed in the FAQ section or if the problem cannot be solved with the proposed solutions, please contact your Sennheiser partner for assistance.

To find a Sennheiser partner in your country, search at
www.sennheiser.com > “Service & Support”.

Leaving the Bluetooth transmission range

Wireless calling and streaming are only possible in the Bluetooth transmission range of your smartphone. The transmission range largely depends on environmental conditions such as wall thickness, wall composition etc. With a free line of sight, the transmission range of most smartphones and Bluetooth devices is up to 10 meters.

If you, and therefore the earphones, leave the Bluetooth transmission range of the smartphone, the sound quality deteriorates increasingly until you hear the voice prompt “No connection” and the connection breaks down completely. If you immediately re-enter the Bluetooth transmission range of the smartphone, the connection is automatically re-established and you hear the voice prompt “Connected”. If this is not the case, tap the touch control panel of the earbud once.

The right earbud (primary earbud) can be used alone. The left earbud (secondary earbud) cannot be used alone because it requires the right earbud for Bluetooth transmission.

Restarting the earphones

If the function of the earphones is disturbed, perform a restart:

▷Make sure that the contacts on the earbuds and in the charging case are clean and make contact (the LED of the charging case lights up when you insert the earbuds into the charging case). If necessary, clean the contacts (> Care and maintenance).

▷Use the USB cable to connect the charging case to a power source (> Charging the rechargeable battery of the earbuds and the charging case).

▷Insert the earbuds into the charging case and, within 60 seconds, touch and hold the right and the left touch control panel for 6 seconds.

The earphones are restarted.

Resetting the earphones to the factory default settings/Reset

If the function of the earphones is disturbed and a manual restart (> Restarting the earphones) does not improve, reset the earphones to the factory default settings. This deletes, among other things, all pairing settings.

▷Use the USB cable to connect the charging case to a power source (> Charging the rechargeable battery of the earbuds and the charging case).

▷Insert the earbuds into the charging case and, within 60 seconds, touch and hold the right and the left touch control panel for at least 30 seconds.

The earphones are reset to the factory default settings.

You can also reset the earphones to the factory default settings using the Smart Control app.