What do I do if my MW65 Headphones aren't playing audio?

The following step-by-step instructions should resolve most audio issues: 

  1. If you're using your headphones with wired audio, please be sure the cable is secure in the audio input port. If you're using your headphones with Bluetooth®, try moving closer to the source device. Note that physical objects between the headphones and the source may obstruct the signal.
  2. Remove – or "forget" - the connection with your source device (and any other devices to which it might be connected).
  3. Cycle your headphones OFF and then back ON
  4. Please check the number of Bluetooth® devices with connections to your source device.
  5. Even if not currently active, more than 4 or 5 Bluetooth® connections can cause issues with connectivity.
  6. Remove - "forget" - all other connections to your source device and connect only your headphones at first.
  7. Reconnect your MW65 headphones and test the audio again.
  8. If you're still having trouble, check the following:
    • Does the issue persist across multiple programs (for example, does testing with music players, phone calls, and other apps all produce the same result)?
    • Does the issue persist when connected to another device (if you're using your mobile phone, for example, can you test it on a computer)?

If the above steps do not resolve your issue, please try a factory reset.


If you're still experiencing audio issues after completing the factory reset, please submit a ticket, and one of our representatives will be able to assist you further.