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Device will not turn on
The speaker will not power on.
The first item you should check when you are not able to power on your device is whether or not your device has a full charge. Without a full charge, your device may not function as expected. Using the USB charging cable provided with your speaker, plug the cable into the USB port of the speaker located on the side of the device to the right of the higher volume button. The indicator light, located next to the lower volume button, should turn red while charging. Note: If you notice the indicator light is not coming on, your device may not be charging. You may need to check that your charging cable is plugged into a functioning power source/outlet and completely plugged into the appropriate port of the speaker.
Tip: Always inspect your charging cable to be sure there is no damage present to any piece of the cable.
According to the user manual, this device requires 2-3 hours to fully charge. Allow your device to charge for the required amount of time to ensure the battery receives a complete charge. When your device is fully charged, the red indicator light will turn off. After you have allowed your speaker to charge for a full 2-3 hours, attempt to power on the speaker.
If the speaker still fails to power on, refer to the next troubleshooting step.
If you are experiencing trouble powering on your device and charging the battery is unsuccessful, you may have a faulty battery. Make sure your speaker is not displaying signs of damage. For example, the speaker feels hot as though it is overheating, or is wet from being dropped into water. Refer to the Battery Replacement Guide on how to disassemble the speaker to access the battery. Once you have disassembled the speaker, first make sure the battery wires are plugged in correctly. If the wires are plugged in appropriately, check that they do not appear damaged. If the battery is hot, wet, or displaying other signs of damage, allow the battery to cool to room temperature, dry, or otherwise settle before attempting to power on your speaker again. If the battery is damaged and needing to be replaced, refer to the Battery Replacement Guide.
Faulty Power Button
Before you determine that the power button is malfunctioning, see the user manual for instructions on how to properly power on your device. If you do not have the manual, hold the power button down for four seconds. You should see the indicator light flashing red and blue, and hear a tone to confirm the device is powered on. After following the user manual instructions, if the speaker still won’t turn on, refer to the Motherboard Replacement Guide for instructions on how to disassemble the speaker to access the power button. Upon disassembly, locate the power button and make sure it is installed properly, not jammed or stuck, and clear of debris causing blockage. To ensure that there are no blockages, make sure the button makes a clicking noise when pushed down and that it pops back up after pressing down. If debris is present and causing blockage to the button, clean off the debris using a dry, lint free cloth.
Device Will Not Charge
The speaker will not charge when plugged into the charging cable.
Refer to the faulty battery topic above under the "Device Will Not Turn On" troubleshooting guide. If the battery is damaged and no longer working properly it will need to be replaced as directed in the Battery Replacement Guide.
Faulty Power Source Connection
If the speaker is having difficulty charging, make sure the charging cable is fully plugged into both the speaker and a functioning outlet or other power source. Note: Check that your charging cable is not damaged prior to plugging it in to your device and a power source.
Faulty Indicator Light Bulb
The indicator light bulb should glow red while charging, however, just because the light does not appear when the speaker is plugged into the charger does not mean the speaker is not charging. The indicator light bulb may be burnt out and needing to be replaced. Refer to the Indicator Light Bulb Replacement Guide for instructions on how to disassemble the speaker to access the light bulb and replace the bulb with a new one.
Sound Is Distorted
The sound coming from the speaker is unclear.
If sound is distorted after water exposure, refer to the device manual, as it describes the depth of water the speaker can be submerged in before it malfunctions. The speaker has a waterproof level of IP65, so if the speaker is overexposed to water, dry your speaker off with a dry, lint-free cloth. Allow the speaker to sit for an extended amount of time to allow it to completely dry before attempting to use the speaker again. If the device is dry and still not functional, there may be damage to the motherboard or other internal parts of the speaker. Refer to the Motherboard Replacement Guide for instructions on how to disassemble the speaker in order to access the motherboard and replace and install a new one.
Debris around the speaker may impede sound, therefore a thorough inspection of the speaker is encouraged. If any debris build up is found on the outside of the speaker, clean the device with a dry, lint-free cloth. You may wet the cleaning cloth slightly if debris will not come off. Debris inside the speaker, will need to be removed as well. Refer to the Battery Replacement Guide to disassemble speaker and clean off debris as stated above.
Faulty connection may affect sound and cause it to sound distorted. Make sure speaker is within Bluetooth range with the connected device. If poor connection continues, turn both the speaker and your paired device on and off to reconnect.
Difficulty Pairing Speaker with Bluetooth-Enabled Device
The speaker will not pair with a Bluetooth-enabled device.
If the speaker is not connecting with your personal device, refer to the user manual for a detailed step-by-step guide discussing how to connect these devices. If you are unable to locate the user manual, press and hold the multi-function button for four seconds. The indicator light should then alternately flash blue and red colors indicating that the speaker is searching for your device.
Note: Check the Bluetooth settings on the device you are trying to pair. Turn the Bluetooth switch to on if it is not already done. After following the above instructions, check to see if a name for the speaker appears on your device's screen. Once the device appears on your screen, make sure to select the proper device and wait to hear a noise emit from the speaker indicating it has successfully paired. Also, the indicator light on the speaker should slowly flash a blue light if pairing was successful.
Tip: If the speaker was previously paired to a different device, make sure to successfully unpair these devices.
You can either turn the Bluetooth settings of the previous paired device to off or follow the above instructions. The speaker's name should no longer say “connected” in the paired device’s Bluetooth settings.
If you are still having difficulty pairing the speaker to your personal device, attempt to connect the speaker to a different device. If this works, there may be an issue within the previous device causing the disruption. If this does not solve the issue, power down your personal device, power it back on, and try again.
Device Not In Range
If the speaker is still not pairing to your device, make sure that the speaker and your personal device are within close range of each other. If the devices are too far apart, the personal device could lose connection to the speaker and could cause a disruption in sound.
Volume Buttons Are Not Functioning Properly
The volume will not turn up or down when pressing the appropriate volume button.
Faulty Volume Buttons
Be sure to fully press down the button to activate its purpose. If the volume buttons are jammed/will not pop back up, there may be debris causing this disruption. Refer to the Motherboard Replacement Guide to make sure the volume buttons are installed properly, not jammed or stuck, and clear of debris causing blockage. To ensure that there are no blockages, follow the same steps stated above under Faulty Power Button. If debris is present and causing blockage to the buttons, clean off the debris using a dry, lint free cloth.