1. Charging & Connectivity Issues
a. Why isn’t my Bluetooth working/connecting?
- You may be in SANSYNC mode. SANWEAR-GT starts up ready to sync to the case using ultra low latency technology. To switch to Bluetooth mode, simply tap the side of the unit three times to toggle between Bluetooth and SANSYNC. You will hear a tone each time.
- To manually switch to Bluetooth mode, tap three times on either earbud.
📹 Troubleshooting: Switching Between Bluetooth and SANSYNC
📹 Troubleshooting: SANWEAR Does Not Appear in Bluetooth List
📹 Troubleshooting: Can't Connect to Phone, Tablet, or PC
*Note: You will soon be able to set a preference of start-up mode in our app, but for now it starts up in SANSYNC mode.
b. Why aren’t my earbuds charging/connecting properly?
- Your earbuds may have experienced a pairing procedure issue where the two separate earbuds are both attempting to connect as two different earbuds.
- Perform a 5-tap reset on each earbud while they are in the charging case.
- Ensure the charging pads and earbuds' pins are clean and free of debris.
📹 Troubleshooting: My Earbuds Are Not Charging (Cleaning)
📹 Troubleshooting: My Earbuds Are Not Charging (Charging Process)
c. Why do my batteries die when plugged into the case?
- Your earbuds may not be properly docked in the case. Additionally, please check to see if the pins on the earbuds and the charging pads in the case are clean.
- Clean the charging pads on the earbuds and the case using a swab and rubbing alcohol.
Reset your headphones using the guide attached
📹 Troubleshooting: My Earbuds Are Not Charging (Dead Battery)
📹 Troubleshooting: Charging Is Inconsistent (Power)
📹 Troubleshooting: Charging Is Inconsistent (Cleaning)
2. Audio Issues
a. How do I fix audio that doesn’t have any bass/low ends?
- Ensure you are using the correct ear tip and sport hook sizes, and that each side is securely fitted into your ear. A twisting motion can help create a proper seal.
📹 Watch: Ear Tip Fit Guide
📹 Troubleshooting: Weak Bass / Tiny Sound / Poor Fit
b. Why does my audio sound muffled?
Ensure the ear tips are properly fitted and inspect the speaker mesh for debris.
📹 Troubleshooting: Audio Sounds Muffled
3. Fitment Issues
a. How do I get my SANWEAR-GT to properly fit?
- Start with Ear Hook Sizing: Try the large ear hooks first, then move to medium and small until you find the most comfortable fit.
- Check Eartip Sizing: Similarly, start with the extra large eartips, then large, then medium, and finally small to ensure a proper seal.
- Initial Setup: Both eartips and sport hooks come pre-fitted on the device in medium size.
Once the buds are twisted into your ear, they should fit comfortably and not fall out when you shake your head. You should also experience intense low ends and minimal outside noise.
For further guidance, please see the fitment tutorial.
📹 Troubleshooting: Earbuds Feel Uncomfortable
4. Fitment Issues
a. Why does my battery drain faster than expected?
Battery life varies depending on listening volume, usage patterns, environmental conditions, and enabled features.
📹 Troubleshooting: Battery Drains Faster Than Expected
b. Why does the battery percentage fluctuate in Soundscape?
Battery percentage may adjust as the earbuds recalculate available capacity during use.
📹 Troubleshooting: Battery Percentage Fluctuates in Soundscape
5. Soundscape App Issues
a. Why isn't Soundscape detecting my SANWEAR-GT?
Confirm Bluetooth is enabled and ensure the app is updated to the latest version.
📹 Troubleshooting: App Not Detecting SANWEAR
b. Why aren't features working in Soundscape?
Some features require firmware updates or may not be available on older versions.
📹 Troubleshooting: Features Not Working in App
c. Why won't my firmware update complete?
Keep the earbuds charged and connected throughout the update process.
📹 Troubleshooting: Firmware Update Not Working
6. Microphone Issues
a. Why does my microphone sound muffled?
Ensure microphone openings are clear and free from debris.
📹 Troubleshooting: Mic Sounds Muffled (Obstruction)
📹 Troubleshooting: Mic Sounds Muffled (Environmental Noise Cancellation)
7. Pairing Issues
a. My phone is connecting to my left and right SANWEAR-GT separately.
- Put both earbuds in the charging case.
- Tap 5 times on each earbud to reset them.
- Repair the earbuds to your device.
📹 Troubleshooting: Only One Earbud Connects
📹 Troubleshooting: Left and Right Earbuds Are Not Syncing
b. How do I reset or re-pair the SANSYNC USB-C dongle?
If your SANWEAR-GT earbuds are unable to connect to the SANSYNC USB-C dongle, you can reset the pairing between the dongle and your earbuds.
Before you begin:
- Ensure both earbuds are charged.
- Connect the SANSYNC USB-C dongle to a compatible device.
- Make sure the earbuds are switched to SANSYNC mode.
To reset the pairing:
- Connect the SANSYNC USB-C dongle to your device.
- Follow the pairing reset procedure shown in the official troubleshooting video.
- Wait for the earbuds and dongle to reconnect before testing audio playback.
📹 Watch: How to Reset the SANSYNC USB-C Dongle Pairing
https://www.youtube.com/shorts/wvMR1UBXZy8
If the issue continues:
- Reset both earbuds by tapping each earbud 5 times while they are in the charging case.
- Verify the earbuds are running the latest firmware.
- Test the USB-C dongle on another compatible device.
- Confirm the earbuds are switched to SANSYNC mode before reconnecting.
If the USB-C dongle appears physically damaged or still will not pair after completing these steps, please contact SAN Sound Support for further assistance.
8. Power Issues
a. Why aren’t my SANWEAR-GT earbuds turning off when I put them in the charging case?
- Ensure your charging case is charged.
- Clean the charging pads on the earbuds and the case using a swab and rubbing alcohol.
9. Resetting Your Device
a. How do I reset my SANWEAR-GT?
- Put both earbuds in the case.
- Tap 5 times on each earbud until the lights perform a reset sequence.
- Repair the device after this reset.
10. Light Indicators
a. What do the lights on the case indicate?
1) Exterior Case Light
- Pulsing White: Full Charge
- Pulsing Red: Charging
2) Interior Case Light
- White: 67-100% Charged
- Blue: 34-66% Charged
- Red: 1-33% Charged
3) In-Ear Monitor
- Flash Red & White: Pairing
- Flashing Red: Battery < 20%
- Pulsing Red: Charging
- White: Full Charge
11. Damage Issues
a. What should I do if my earbuds were accidentally damaged?
Depending on the damage, we may be able to offer replacement parts for a fee. If the damage is a result of manufacturing or any service-related issue covered under our 2-year manufacturer warranty, we will replace the damaged unit.