1. Bluetooth Connectivity
a. Does SANWEAR™ require a Bluetooth connection?
SANWEAR™ does not require Bluetooth if the case is connected to an audio source. For Bluetooth mode, simply tap the side of the unit three times to toggle between Bluetooth and SANSYNC mode.
📹 Troubleshooting: SANWEAR Does Not Appear in Bluetooth List
📹 Troubleshooting: Can't Connect to Phone, Tablet, or PC
b. Can SANWEAR QUANTUM™ connect to two Bluetooth devices at the same time?
No. SANWEAR QUANTUM™ supports one active Bluetooth device connection at a time and does not support Bluetooth multipoint.
For example, if your QUANTUM is connected to your phone through Bluetooth and you want to use it with your computer instead, disconnect it from your phone first and then connect QUANTUM to your computer.
If you're having trouble switching between devices:
- Disconnect QUANTUM from the currently connected Bluetooth device.
- Make sure Bluetooth is enabled on the device you want to use.
- Select QUANTUM from the available Bluetooth devices and connect.
If QUANTUM does not appear in the Bluetooth list or continues to have trouble connecting, follow the Bluetooth troubleshooting guides below.
📹 Troubleshooting: SANWEAR Does Not Appear in Bluetooth List
📹 Troubleshooting: Can't Connect to Phone, Tablet, or PC
2. Using One Earbud & Lost Earbuds
a. Can I use SANWEAR QUANTUM™ with only one earbud?
Yes. SANWEAR QUANTUM™ can operate with only one earbud available.
The remaining earbud can continue to support audio playback, Bluetooth connectivity, Soundscape connectivity, and the controls or settings available on that side.
Some functions that require both earbuds or controls assigned to the missing side may not be available when using only one earbud.
b. I lost one SANWEAR QUANTUM™ earbud. Can I still use the other one?
Yes. If one QUANTUM earbud is lost or unavailable, the remaining earbud can operate independently and connect to Soundscape.
If you need assistance with the missing earbud, our support team can review what replacement options may currently be available.
c. Can I track or locate my lost SANWEAR QUANTUM™ earbud?
No. SANWEAR QUANTUM™ does not currently include a built-in location-tracking or Find My feature.
Soundscape does not provide the current or last known location of your earbuds and cannot be used to remotely locate a lost earbud.
3. Cleaning Your Earbuds
a. My SANWEAR™ is dirty, how do I clean my earbuds?
- Clean the Mesh Ear Grate: Carefully clean the mesh ear grate (where the sound plays from) using a swab dipped in rubbing alcohol.
- Wash the Buds: Use mild liquid soap and cold water from a sink to gently wash the buds. Avoid submerging them in water deeper than 1 meter.
- Dry Thoroughly: Ensure you properly dry your SANWEAR™ to maintain optimal performance.
📹 Troubleshooting: My Earbuds Are Not Charging (Cleaning)
📹 Troubleshooting: Charging Is Inconsistent (Cleaning)
4. Damaged Earbuds
a. What should I do if my earbuds were accidentally damaged?
If your SANWEAR QUANTUM™ is damaged or experiencing a hardware issue, our support team can review the circumstances and determine the appropriate next step.
Eligible SANWEAR products include a one-year limited manufacturer warranty covering qualifying manufacturing and hardware defects under normal use.
Accidental damage, misuse, unauthorized modifications or repairs, and water damage outside supported resistance limits may not be covered.
If a qualifying defect is confirmed, available resolution options will depend on the warranty review.
5. Proper Fit
a. How do I get my SANWEAR™ 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.
Lastly, make sure to check that you are placing the correct side into the corresponding ear.
📹 Watch: Ear Tip Fit Guide
📹 Troubleshooting: Earbuds Feel Uncomfortable
📹 Troubleshooting: Weak Bass / Tiny Sound / Poor Fit
b. What makes SANWEAR™ different from other audio products?
SANWEAR™ uses 360-Degree Spatial Sound Engines combined with Hyper-Dynamic Driver v3 technology to create a more immersive listening experience.
This design helps audio feel:
- More spacious
- More layered
- More immersive
- More detailed across music, movies, and media playback
For the best experience, proper ear tip fit and seal are critical. Poor fitment can reduce bass response, immersion, and overall sound quality.
📹 Watch: Ear Tip Fit Guide
📹 Troubleshooting: Weak Bass / Tiny Sound / Poor Fit
6. Noise Isolation
a. Does SANWEAR™ have noise cancelling?
SANWEAR™ products are designed around approximately 30 dB of broad-spectrum passive noise isolation created through a proper ear-tip seal.
Unlike traditional Active Noise Cancellation (ANC), passive isolation does not rely on microphones, anti-noise signals, or additional audio processing.
The noise reduction comes from the physical seal created between the ear tip and your ear canal.
Benefits include:
• Broad-spectrum noise reduction
• No ANC hiss or self-noise
• No battery required for isolation
• No impact on audio fidelity
• Improved bass response and immersion
📹 Watch: Ear Tip Fit Guide
📹 Troubleshooting: Weak Bass / Tiny Sound / Poor Fit
7. Water Resistance
a. Can I get my SANWEAR™ wet?
SANWEAR QUANTUM™ earbuds are rated IPX6 water-resistant and are designed to help protect against sweat, rain, and normal water exposure within their supported resistance limits.
However:
- Water-resistant does not mean waterproof.
- Do not submerge the earbuds in water.
- Do not use them while swimming.
- Allow the earbuds to dry completely before charging.
The charging case is not water-resistant and should be kept dry.
8. Light Controls
a. Can I turn off the lights on my SANWEAR™?
Yes. Download the SOUNDSCAPE™ app and connect your SANWEAR™. Then, tap the leftmost button for “Luminance Controls” and tap the large circle to power the button lights on and then off. Lights will only turn on while music is playing or to indicate charging.
9. Charging Issues
a. Why don’t my SANWEAR™ earbuds turn off when I put them in the charging case?
Either you need to charge your charging case, or you need to clean the charging pads on your earbuds. See a cleaning tutorial here at the 0:27 mark.
📹 Troubleshooting: My Earbuds Are Not Charging (Charging Process)
📹 Troubleshooting: My Earbuds Are Not Charging (Dead Battery)
📹 Troubleshooting: Charging Is Inconsistent (Power)
10. Adjustable Settings
a. What settings can I adjust on the SANWEAR™?
In the free SOUNDSCAPE™ mobile app, you can unlock gestures, light controls, equalizer, sound profile, and device name.
📹 Troubleshooting: App Not Detecting SANWEAR
📹 Troubleshooting: Features Not Working in App
📹 Troubleshooting: Firmware Update Not Working
b. Are there any special features optimized for different music genres?
SANWEAR™ includes multiple sound modes designed to enhance different listening experiences, including music and movie playback.
For the best audio performance:
- Use the correct ear tip size
- Ensure a proper seal
- Use the twist-and-lock fit method
- Test different sound modes within the SOUNDSCAPE™ app
If audio sounds weak, distant, or lacks bass, improper fitment is usually the cause rather than a hardware issue.
📹 Watch: Ear Tip Fit Guide
📹 Troubleshooting: Weak Bass / Tiny Sound / Poor Fit
11. 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
This FAQ section for SANWEAR™ covers the relevant questions and answers, ensuring a comprehensive and user-friendly resource for SANWEAR™ users.