Troubleshooting

DOCUMENTATION

• What do I do if I can't pair my MW65 Headphones?

  We understand how frustrating it can be when your headphones are not pairing properly. The following step-by-step instructions should resolve most pairing issues:

  1. Make sure the headphones are fully charged. 
  2. Cycle the MW65 power OFF and then back ON.
  3. Turn the Bluetooth® OFF, then ON again on the source device.
  4. Turn OFF the Bluetooth feature on any other device that is paired with the headphones (phone, computer, etc.).
  5. Hold Power/Pairing button down for 4 seconds to enter pairing mode.
  6. Make sure “M&D MW65” is selected in the Bluetooth device list.

  If the above doesn't work, please try a factory reset.

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

• What do I do if my MW65 Headphones aren't charging?

  To make sure the charging issue is not a result of a faulty cable or charging source, please test using another cable as well as an alternate charging source (for example - if you're using a computer USB connection, try a wall charger instead).

  If using alternate charging methods does not work, there are a few other things we can try.

  1. Cycle the MW65 power OFF and then back ON.

  2. Turn the Bluetooth® OFF, then ON again on the source device.

  3. Turn OFF the Bluetooth feature on any other device that is paired with the headphones (phone, computer, etc.).

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

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

   

   

• 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.

• How do I perform a factory reset on my MW65 Headphones?

  There are two types of resets to perform when troubleshooting issues with your MW65 Headphones. Each one addresses a separate set of potential problems. Identify the correct one for your needs and follow the instructions in the menu tabs below.

  Factory Reset	Hardware Reset
  Connectivity issues Pairing issues Audio issues FW not updating Reset headphone firmware to default factory settings	Headphone buttons not responding Headphone stuck in pairing mode LED lights won't turn off Headphones won't respond to a factory reset

  Factory Reset Hardware Reset

  To perform a product reset on your MW65 Headphones:

  1. Press and hold the ANC button
  2. Continue to hold the ANC button and slide the Power/Pairing switch to the Bluetooth position for at least five seconds
  3. The LED lights should flash red and white four times to indicate the headphones have been reset.

  

  To perform a hardware reset on your MW65 Headphones, press and hold the power/pairing button. While still holding the power/pairing button, connect a USB-C power source to your headphones.