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Troubleshooting: HARDWIRE

No Sound

Try these steps in order:

  1. Confirm your device output is set to HARDWIRE
    • iPhone: Control Center → Audio Output → HARDWIRE
    • Android: Settings → Sound → USB audio
    • Mac: System Settings → Sound → Output → HARDWIRE
    • Windows: Settings → Sound → Output → HARDWIRE
  2. Unplug and replug HARDWIRE (wait 5 seconds between)
  3. Try a different USB-C port (avoid USB hubs/docks at first. Connect directly to device)
  4. If using a Lightning adapter (iPhone 14 and earlier):
    Try a different adapter. Many Lightning-to-USB adapters don’t support USB audio. Use an Apple Camera Adapter or confirmed USB peripheral adapter.
  5. If using a USB-C extension cable:
    Remove it and test HARDWIRE directly. Poor-quality extension cables cause audio failures.

 

 

Soundscape App Can’t Find HARDWIRE

  1. Update Soundscape to latest version
  2. Turn Bluetooth ON (can be required for discovery/handshake)
  3. Force reset: Unplug/replug HARDWIRE

 

 

Sound is Thin / Weak Bass

This is almost always an ear tip seal issue.

  • Try a larger ear tip (go from 11mm → 12mm, or 10mm → 11mm)
  • Re-seat the earbud: Insert and twist gently until you feel the seal

Fast test: Press the earbud deeper into your ear. If bass increases, you’re not sealed naturally and you need to size up the tip.

 

 

Distorted or Crackling Audio

  1. Lower the volume
    HARDWIRE’s amp can drive very loud. You may be exceeding safe levels or your device’s clean output range.
  2. Check ear tip seal
    Poor seal = distortion at high volume. Try a larger tip.
  3. Try a different USB-C port
    Some ports have electrical interference or poor power delivery.
  4. If using a hub/dock:
    Connect HARDWIRE directly to your device instead. USB hubs can introduce noise and latency.

 

 

One Earbud Quieter Than the Other

  1. Remove ear tip and ensure nothing is obstructing the sound port and screen
  2. Clean mesh screen with a dry soft brush (never use water or compressed air directly on the driver)
  3. Try different ear tips (improper seal can cause imbalanced volume)

If cleaning doesn’t help, contact support. There may be a driver issue.

 

 

Microphone Not Working in Calls

Your device must select HARDWIRE for BOTH output AND input:

  • macOS: System Settings → Sound → Output → HARDWIRE AND Input → HARDWIRE
  • Windows: Settings → Sound → Output → HARDWIRE AND Input → HARDWIRE
  • Inside apps: Check Zoom/Discord/Teams/Slack audio settings. Select HARDWIRE for both Speaker and Microphone

Test your mic: Record a voice memo on your device to confirm the mic is working.

 

 

Action Button Not Responding

  1. Check Soundscape app: Button mapping may be set to “Off” or no action assigned
  2. Try a firmware update (Section 11)
  3. Factory reset: Contact support for factory reset instructions

 

 

LED Lights Not Turning On

  1. Check Soundscape app: Lights may be set to “Off” mode
  2. Try changing LED pattern in app (Flowing/Pulsing)
  3. Try a firmware update (Section 11)

If lights still don’t work after update, contact support.

 

 

Audio Cortex Feels Warm

It is normal for the Audio Cortex on HARDWIRE models to become warm during use.

  1. Check LED settings in Soundscape app
    LED lighting can increase surface temperature during extended use.
  2. Lower listening volume
    Higher amplifier output can generate additional heat.
  3. Avoid covering the Audio Cortex during use
    Restricted airflow may cause the device to feel warmer.
  4. Disconnect and inspect device if unusually hot
    If the Audio Cortex becomes excessively hot to the touch, emits a burning smell, or stops functioning properly, disconnect HARDWIRE immediately.

 

 

Cleaning

Ear tips and sport hooks:

  • Remove from earbuds
  • Clean with a lightly damp cloth (water only, no chemicals)
  • Dry fully before reattaching

Mesh screens (driver protection):

  • Use a dry soft brush to gently remove earwax/debris
  • Never use water, compressed air, or sharp objects directly on the mesh. You can damage the drivers

Cable and Audio Cortex remote:

  • Wipe with a dry or slightly damp cloth
  • Avoid getting moisture in the USB-C connector or action button

Cleaning frequency: After heavy use (workouts), or weekly for regular use.

 

 

Storage and Travel

Cable storage:

  • Coil loosely. Avoid tight knots or sharp bends
  • Do not wrap tightly around devices. This can damage internal wiring over time

Temperature and humidity limits:

  • Operating: 32°F to 95°F (0°C to 35°C)
  • Storage: -4°F to 113°F (-20°C to 45°C)
  • Avoid extreme heat (like leaving in a hot car dashboard)

Airport security:

  • HARDWIRE is safe for airport X-ray machines and metal detectors
  • No need to remove from bag during TSA screening

 

 

Still Having Issues?

Contact SAN support: support@sansound.com

Include in your message:

  • Device type (iPhone 15, Samsung Galaxy S23, PS5, etc.)
  • Operating system version
  • Description of the issue
  • Troubleshooting steps you’ve already tried

What to Avoid

❌ Submerging in water (HARDWIRE is not waterproof)
❌ Exposing to extreme temperatures
❌ Pulling the cable to disconnect (always grip the USB-C connector)
❌ Using harsh chemicals or alcohol-based cleaners
❌ Forcing the USB-C connector into ports (should insert smoothly)

 

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