Troubleshooting

DOCUMENTATION

• What do I do if my MG20 Wireless Gaming Headphones are not playing any sound?

  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 USB-C port. The MG20 Wireless Gaming Headphones must be powered ON prior to connecting the USB-C to 3.5mm audio cable.
  2. If you're using your headphones with Bluetooth® ,  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. Confirm the number of Bluetooth®  devices with connections to your source device.  
     • Even if not currently active, more than 4 or 5 Bluetooth®  connections can cause issues with connectivity.  
  5. Remove or"forget" all other connections, connecting only your MG20 Wireless Gaming headphones. 
  6. Reconnect your MG20 Wireless Gaming Headphones and test the audio again 
  7. If you haven't already, please install the "M&D Connect" app on your mobile device 
     • Once installed, connect to your headphones in the “M&D Connect” app 
     • Perform an update to the firmware via the app, if available
  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. 

• What do I do if my MG20 Wireless Gaming 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's connection, try a wall charger instead).

  If using alternate charging methods does not work, follow the steps below.

  1. Cycle the headphones OFF and then back ON by pressing the power button.
  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.).
  4. If you haven't already, please install the M&D Connect App on your mobile device.
     • Once Installed, connect to your headphones in the "M&D Connect" application.
     • Perform an update to the firmware via the app, if available. 

  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 I can't pair my MG20 Wireless Gaming Headphones to my device?

  If you are already on the current firmware version and still experiencing pairing issues, There are a few troubleshooting steps to go through if your MG20 Wireless Gaming Headphones are not pairing:

  1. Make sure the headphones are charged but NOT connected to the charger
  2. Cycle the power switch 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 at least four seconds to enter pairing mode.
  6. Make sure “M&D MG20” 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.

• How do I perform a product reset on my MG20 Wireless Gaming Headphones?

  There are two types of resets to perform when troubleshooting issues with your MG20 Wireless Gaming 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 factory reset your MG20 Wireless Gaming Headphones:

  1. Power OFF your headphones.
  2. Hold the power button for at least five seconds to enter pairing mode.
  3. Simultaneously hold down the multi-function button (the button between Vol+ and Vol-) until the LED lights flash red and white. This indicates the headphones have been reset.

  To perform a hardware reset on your MG20 Wireless Gaming Headphones, press and hold the power/pairing button. While still holding the power/pairing button, connect a USB-C power source to your headphones.