Bluetooth Troubleshooting

How to avoid Bluetooth interference/interruptions:

• Always have a clear line of sight between your Bluetooth device (speaker, headphones, etc.) and source device (Smartphone/tablet/PC, etc). Be aware of obstacles in front of your devices.
• Try to shutdown products that have Bluetooth, but not are not being used. They are often the reason for interference even though they are not being used.
• Do not stand too close to your Wi-Fi router since a Wi-Fi signal is stronger and in many cases will “overlap” the connection.
• Be aware of walls around you. Concrete and brick walls will often interrupt the signal, as it cannot pass through such thick walls.
• Bluetooth signals cannot travel through water, which includes the human body. Make sure with Wireless Headphones to keep your Source device and the receiver on the same side of your body.
• Open spaces such as parks can cause issues for your devices, as open air is “bad” for any Bluetooth signal if it cannot reflect from objects around you.

Pairing issues with a Smartphone or Tablet:

1. First, try to restart the Bluetooth connection on your source device (Smartphone/tablet/PC) by switching Bluetooth off and on again with a short pause in between.
2. “Forget” (remove) the previously paired connection (on your smartphone/tablet/PC) in your Bluetooth settings if you had once paired with our product.
3. Try to restart the source device(Smartphone/tablet/PC) by powering it off and on again, and after restarting try to establish a Bluetooth connection to your product.
4. If the above does not work, then try to restart your product (Portable speaker, Headphone) by turning it off and on again.
5. Press and hold down the Bluetooth button on your device (Portable speaker, Headphones) to initiate pairing mode again.
6. Go into the Bluetooth settings on your Smartphone/tablet or PC to start the pairing process.

You should now have a successful pairing with our device, but if you are still experiencing issues then contact us again.

Pairing issues with a Computer or PC:
In most cases when a Computer/PC/Laptop has issues connecting to a Bluetooth device (Portable speaker, Headphones, Active speakers), it’s caused by your Computer/PC/Laptop’s Bluetooth driver (software).
The driver (software) should support the following Bluetooth protocols, to be able to play music/sounds from your Computer/PC/Laptop:

• A2DP (Advanced Audio Distribution Profile) driver for your Computer/PC/Headphones to transfer music.
• AVRCP (Audio/Video Remote Control Profile) driver to send skip/forward/pause/play music to your device

Always get the latest driver version available for your Computer/PC/Laptop.

To download the correct driver (software), visit the manufacturer’s website of your Computer/PC/Laptop. They usually have a “Support/Download” section where you can find the correct driver. Otherwise, contact their support.
The standard drivers provided by Microsoft/Windows systems are often not correct, and will result in error messages (such as having to enter a PIN code), or pairing not working.

What is Bluetooth technology?
Bluetooth technology is a wireless technology that exchanges data (Music etc.) over short distances from a mobile device.
Bluetooth range depends on your surroundings (reflection from objects) and what chipset is being used (some can go 1 meter, 10 meters or 100 meters).
Our Bluetooth devices typically supports up to 10 meter distance from the source device.

Explaining the different Bluetooth profiles used in our devices:
Many of our Bluetooth devices have a specification sheet like Bluetooth Profiles Supported: A2DP v1.5/AVRCP v1.6. These are the protocols that a specific Bluetooth speaker or Headphone device is compatible with. This might look too technical for some customers, but all you need to know is that Bluetooth Speakers and Headphones they are the only ones with these profile that you need to be aware of:

A2DP – A2DP stands for ‘Advanced Audio Distribution Profile’ and is a Bluetooth protocol that allows mobile users to stream high quality (stereo or mono) audio wirelessly. If you want to listen to your music on a pair of Bluetooth headphones or speakers, both devices need to support this.

AVRCP – AVRCP stands for ‘Audio/Video Remote Control Profile’ and controls remote functions such as pause/start/skip/forward.

HSP – HSP stands for ‘Headset Profile’ and is a Bluetooth profile to enable a two-way wireless Headphone to be used with a Bluetooth smartphone. In our Headphones this is one of the most common Bluetooth profiles and supports simultaneous two-way (full-duplex) audio, but it does not support stereo audio.

HFP – HFP Stands for ‘Hands Free Profile’. This profile provides the same abilities as HSP does, but adds abilities such as redial last number called, voice dialing and call waiting.

Note for HSP and HFP:
You can also use it with devices other than phones, like your Computer/PC with a Bluetooth Headphone that could be used with a Bluetooth-enabled PC and VoIP software to place an Internet phone call (NOTE: some PC software requires different drivers for specific purposes like SKYPE – Always refer to the manufacturer of the PC/Laptop for help with setting this up).

Headphones & Third Party Communication Apps (Skype, Zoom, WhatsApp, etc)

If you are experiencing issues getting the app to communicate with your headphones, (assuming you have already paired the headphones with the device) go into the communication apps audio settings. You will likely find the resolution there. You may have to set your headphones as the ‘communication device’ within the app you are using.

JBL Free: Charging Information

When you place the two Free earphones in the charging case, you will see a white led ring light up on both of them. At the same time, some of the four dot-leds on the charging case will light up to indicate the battery level of the case battery. When the earphones are fully charged, the white led ring goes out on each of them. When both are fully charged, the charging case charging level leds go out too.

JBL Free: Handsfree calls

The JBL Free automatically switches from stereo to mono when making or taking phone calls. Voice calls will only come through the right ear piece for a more natural call experience.

JBL Free: Manual Re-pairing Left & Right Ear Pieces

In the event that left and right ear piece pairing is lost, power on both ear pieces and press the buttons 3 times on each ear piece to initiate re-pair.

JBL Free: Manual Re-pairing to Bluetooth Devices

In the event that ear pieces do not re-pair automatically to paired Bluetooth device, power off ear pieces individually by press and hold the buttons for 5 seconds. To enter Bluetooth pairing mode when ear pieces are powered off, press and hold on buttons of both earpieces for 8 seconds. Re-pair the right ear piece with desired Bluetooth device when LED indicator on right ear piece alternates between blue and white LED lights.

JBL Free: Manual Re-pairing to Bluetooth Devices

In the event that ear pieces do not re-pair automatically to paired Bluetooth device, power off ear pieces individually by press and hold the buttons for 5 seconds. To enter Bluetooth pairing mode when ear pieces are powered off, press and hold on buttons of both earpieces for 8 seconds. Re-pair the right ear piece with desired Bluetooth device when LED indicator on right ear piece alternates between blue and white LED lights.

JBL Free: Pairing Information

Remove ear pieces from the case. Both ear pieces should automatically connect to each other. Wireless connections are automatically established when the headphones are taken out of the case. To pair to a different device, press and hold the Right ear piece for 5 seconds as it alternates between blue and white LED lights. Make sure that the device you are attempting to connect to is in pairing mode. The JBL Free should display on discoverable devices within 3-8 seconds. Choose JBL Free and the headphones will connect after you hear the audio confirmation tone.

JBL Free: Power On Information

Remove the Right ear piece from the case. (It should automatically enter into pairing mode and will alternate between blue and white LED) Make sure the unit you are trying to connect to is in pairing mode. It should recognize the JBL Free within 3-8 seconds. Choose “JBL Free” to connect.

JBL Free: Sweat Proof

The JBL Free has an IPX5 rating that helps protect the headphones from sweat and moisture.

JBL Free: Volume Control

The JBL Free X does not feature volume control. In order to adjust the volume, you must manually increase/decrease from your device.

My JBL Headphone App Support

This headphone is not supported by the My JBL Headphone app.

Resetting True Wireless Headphones

Place both ear pods in the charging box, while the charging box is plugged into a power source.

Press and hold the button on the Right pod for about 5 seconds. The LED on the pod will turn off and then turn back on again.

This restores to factory defaults.

(Please note that charging must take place for reset to work.)

True Wireless Headphone Cleaning Instructions

It is not uncommon to have charging problems with True Wireless headphones.
Sometimes charging may stop. You may encounter that the charging does not start at all or one of the ear buds will suddenly switch on and begin the pairing process.

This is almost always caused by dirt on the charging contacts.
These contacts are vulnerable because they can easily be contaminated by sweat, skin grease, or ear wax.
They are usually gold plated, but gold plating does not prevent surface dirt.

If you have charging problems, the first step is to always to clean all contact points, both on each ear bud and in the charging case.
It may not be easy to reach into the tiny holes, but a cotton swab or makeup swab may be used.  Moisten the tip with a little rubbing alcohol, then rotate it and scrub lightly on each contact surface.
Repeat until the contact points are visibly clean, and charging should work as designed.

aptX Audio Codec Support

This headphone does not support aptX, aptX HD, aptX Low Latency audio codecs.