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Support

FAQ – Frequently asked questions & answers

Can I use only one earphone at a time? (True Wireless models, e.g. NERO-TX)

Yes, you can use only one earphone at a time if you want. The earphone that is not in use can be placed in the charging box in the meantime. It also doesn’t matter which of the headphones you use (right “R” or left “L”) as both headphones connects separately to the phone.

The earphones do not connect to the phone (True Wirless models, eg NERO-TX)

1.This may be because of low battery level in the earphones. Replace the earphones into the charging box (make sure the battery of the charger is charged). The LED lights up with a solid white light during the charging process and turns off when the earphones are fully charged. Then pick up the earphones and reconnect them to your phone. Connect the left “L” earphone first followed by the right “R”.

2.Make sure the earphones are in “ON” position. The earphones are switched on/off by holding down the button for a few seconds. You hear the voice prompt “Power on” when the earphone switches to “ON” mode.

Only one earphone connects to the phone (applies to True Wireless models, e.g. NERO-TX)

1.Put both earphones back into the charging box, wait for the earphones LED to stop flashing and instead turn to solid white light. Then delete NERO-TX from the phone by going into the Bluetooth list and select Forget device alt. Cancel pairing.

2.Then pick up the left earphone (marked “L”) and pair it again with the phone. When the left side is connected, pick up the right earphone (marked “R”) and connect it likewise.

3.You can also turn the earphones off by holding down the button for a few seconds. When they are turned off, you hear the voice prompt “Power off”. Then press the button again for a few seconds until you hear the voice prompt “Power on”. Then put the earphones back into the charging box. The LED lights will then flash with white light. When they stop blinking and instead turn to solid white light, you can pick them up again and reconnect them with the phone.

* Always use latest version of software in your phone/transmitting device to reduce the risk of  software bugs.

Why is there two NERO-TX PRO in the Bluetooth list for the transmitting device?

If there would be two different NERO-TX PRO showing in the transmitting device’s Bluetooth list, this means that the earphone only works as a mono (ie right and left eaprhone doesn’t sync with eachother).

To get the earphone to work as a stereo, you need to do a reset like following:

  1. Erase the earphone from all conncected Bluetooth lists.
  2. Turn of both earphones by the button on the earphone.
  3. Hold in both earphones buttons until the LED lights are flashing and says “connecting”.
  4. Double click on the both buttons at the same time.
  5. Put down the earphones in the case and wait two minutes.

When you have followed these steps, you need to connect the earphone again like this:

  1. Start the search for Bluetooth units in the phones Bluetooth list.
  2. Take out both earphones from the case.
  3. Connect/pair NERO-TX PRO in the phones Bluetooth list (only one NERO-TX PRO should be in the list).

If it still doesn’t work or if you need some more help could you contact support at support@soundbysweden.se and we will help you from there.

Can my headphones be connected to multiple devices at the same time?

Unfortunately not, our headphones do not support multipoint. Therefore is it only possible to be connected to one device at a time.

How to pair my NiTRO-X with a new device?

  1. Activate bluetooth on sending device.
  2. Press centre button on remote control until LED is lit and voice declares “power on”. When
    diode starts flashing blue and red, it searches for device to pair.
  3. When NiTRO-X appears in the list of available bluetooth devices, click it and the earphones
    starts pairing with desired device. The sending device will acknowledge pairing when done.

How do I reset NERO-TX PRO?

  1. Delete the earphone from connected bluetooth device.
  2. Turn off connected Bluetooth device for 3 minutes.
  3. Turn off the headphones on the headphone button.
  4. Press/hold both headphone buttons at the same time until the headphone LED flashes.
  5. Double-click both headphone buttons at the same time.
  6. Place the headphones in the charging box an wait two minutes.
  7. Re-pair the headset to the Bluetooth device.

Watch video showing the full reset here!

How do I reset NERO-TX?

  1. Delete the earphone from connected bluetooth device.
  2. Turn off connected Bluetooth device for 3 minutes.
  3. Turn off the headphones on the headphone button.
  4. Press/hold both headphone buttons at the same time until a melody comes from the headphone.
  5. Place the headphones in the charging box and wait two minutes.
  6. Re-pair the headset to the Bluetooth device.

Watch video showing the full reset here!

How do I reset ZERO-TX?

To reset ZERO-TX:

  1. In shutdown state, press the multi-function buttons for 10 seconds at the same time
  2. When the red and white lights of both eras are steady on and off the headset will be shut down
  3. Then put the to earphones in the charging case to activate
  4. Take the earphones out, now shoud the auxiliary headphone lamp be off and they enters the “pairing state”.

Watch video showing the full reset here!

If this didn’t helped you with your problem, send an email to support@soundbysweden.se and where you describe your problem and that you have tested this reset and we will help you from there.

The earphones are not charged in the charging box (NERO-TX, NERO-TX PRO)

  • Check that the charging box is not discharged. It should be charged with the supplied original cable to function optimally (other cables may cause conflicts in charging). When the box is charging, an LED light flashes white, which then changes to a solid white light when it is fully charged. If the light does not flash, the box is not charging.
  • When the headphones are being charged from the box, the LED on the headphones lights up, if it flashes instead, the box has no contact with the headphones. Check that the gold pins in the box and the gold poles are not dirty or oxidized. If they need to be cleaned, the tip is recommended on a cotton swab or soft brush.
  • Also, make sure you’ve removed the yellow tape around the pins in the box when it’s new, before you start charging for the first time.
  • Avoid charging the box with a PD charger (fast charger), as many PD chargers are not compatible with the box.
  • If the headphone battery is completely discharged, sometimes the battery may need extra power by connecting the charger to the box and placing the headphones in the box.

If you still have problems with loading after this, send an email to support@soundbysweden.se where you explain the problem and that you tested this and possibly then what the results were.

The earphones are not charging? (ZERO-TX)

  • In order for the earphones to charge in the box, is it required that there is contact between the gold pins in the box and the gold poles in the earphone. You will notice if they have contact if the earphones light up read when you put them in the box. If they don’t make sure that the pins and poles are clean. If they need to be cleaned, the top of a cotton swab or soft brush is recommended. Also make sure that you have removed the yellow tape that is around the pins in the box when it is new, before you start charging for the first time.
  • It may also be because the charging box is discharged. The charging box is charged by connecting the supplied cable to the charging box’s USB-C input. When the box is charged, one of the four LEDs on the front should flash, which of them flashes depends on what percentage it has because each light indicates 25%. So the box is fully charged when all the lights are on with a steady light.
  • If you notice that the charging box isn’t charging, there is most likely a problem with the cable. If you have the opportunity to test with another USB-C cable, please do, so you can see if it charges with another cable. Otherwise you can send an email to support@soundbysweden.se and we will help you from there.

Headphones doesn’t turns off when I put them in the charging case?

If the battery in the charging case isn’t charged, then the earphone will not turn off automatically when you put them in the case. The earphones LED should light up with a steady light to indicate that it is in contact with the box and then switches itself off. If the LED on the earphones flashes, it doesn’t have contact with the box and does not switch itself off.

So, try to charge the case and then try again! If it still wouldn’t work, send an email to support@soundbysweden.se and we will help you from there.

Is it possible to charge NiTRO-X Hybrid with PD-charger?

PD = Power Delivery and is available in USB-C fast chargers from 15 up to 100W. Unfortunately, the NiTRO-X cannot accept charging if a charger has this chip in it, because the electronics in the earphones then end up in conflict.

Note! We also do not recommend using these chargers on our other headphones, as they can be damaged by being charged with chargers with this chip.

Determine battery level on my wireless earphones?

iOS devices offer a battery level monitor symbol in the display next to the internal battery symbol
of the device.

Android devices offer a monitoring of the battery level if you check for “connected device” in
settings menu. There are also apps in Google Play Store like e.g. Bluetooth Battery Indicator or

Bluetooth Headset Battery to monitor battery level.
When battery level reaches 10% and dropping, the earphone voice synthesis speaks “battery low”.

Sound quality is deteriorating and/or level is decreasing.

This is most likely due to dirt/earwax inside the grid. Carefully clean the earphone grid using a
soft brush, e.g. tooth brush. If some sort of solvent is required, use hydrogen peroxide (N.B. max
3%) on a cotton swab and gently apply on the grid. Let it work for approximately 30 seconds and
try brushing again. Do not apply excessive solvent, it may flow through the grid onto the driver,
dissolve and irreparably destroy the driver cone.

If the above measures do not restore sound quality, we recommend that the driver grid is
removed*. N.B. this way requires certain levels of skills and practice from working with tiny
parts. The grid is fixed with an adhesive compound, possible to reattach. Use a thin needle or
similar to lift the grid out, gently brush it clean and reattach it by gently pressing it back in
original position.

*The later NiTRO models offer threaded grid assy, possible hust to unscrew from the ear capsule.
The grid may be cleaned with just soap and luke warm water. Make sure the grid assy is dry
before reassemble as water may irreparably destroy the driver.

Low sound NERO USB-C?

If you think the sound is too low while using NERO USB-C, it may be that the phone (android devices) has automatically set a sound limit for the headphones. You can change this in your phone’s settings: Open settings and tap “audio and functions”, then look for “audio effects” and check if the “headphone sound limit when playing” setting is off, otherwise turn it off.

If it is already turned off or if it didn’t help to turn it off but the sound is still low, email us at support@soundbysweden.se and we will help you from there!

The sound stutters or only works at short distances? (Android)

If you have an Android phone, this is usually due to your device changing the audio codec to something that the earphone does not support. It should help if you change the audio codec to SBC or AAC. This is done in different ways depending on what device you use, but it should be possible to do it in your phone’s settings. If you can’t find it, try googling and you should probably get a guide you can follow.

If you need more help, you can always contact us via email at support@soundbysweden.se and we will help you from there!

Sound is fragmentary and/or irregular

Probably the sound stream between the device and earphones is jammed or disrupted. It may
depend on normal household appliances, other wireless devices signals or the distance between
the earphones and device is too far or blocked.

The bluetooth reach is normally about 10 meters. Optimally it should be even closer, not to get
corrupt bit streams. Try to shorten the distance between earphones and playback device. If
problem remains, try re-starting the earphone and device, restore the paired devices and finally
try pairing them again. Always make sure that you have latest software update from the
manufacturer of your sending device.

Poor microphone sound during calls

If you experience poor microphone sound during calls, please try this.

  1. Turn off the phone for 3 min
  2. Restart the phone and delete device (model name) in the list of connected Bluetooth devices.
  3. Re-pair the headset with the phone.
  4. Try calling via wifi call or through app e.g. Skype, Whatsapp etc. to ensure that it is not a matter of poor mobile coverage. OBS Zoom, Teams etc. have a number of bugs – go into settings – lower the quality of audio/image transmission.
  5. Try using only one headphone at a time and see if there is a hardware error on, for example, the microphones on the right or left side.

If you still have problems after this, contact support at support@soundbysweden.se, also mention that you tested this.

How should the earphone be placed in the ear?

In order to get the best out of the sound experience, it is important that you have the right size of the cushions and that they sit correctly in the ears. So test all the supplied pillows to find the ones that suits you the best. When inserting the earphone, start with the earphone facing down and then turn it 90 degrees to the correct position as shown in the picture below.

Problem with remote control (ZERO-X, NiTRO, NERO)

• Check remote control rear switch position (apply to certain models) to fit desired device
software
Pos 1 – Android and Windows
Pos 2 – iOS (Apple)
• Check that possible earphone cable connector (3.5 mm plug) is properly seated, especially if
case, shell or cover is mounted
• Verify device compatibility.  Visa kompatibilitetstabell.

Poor bass sound

This is most likely due to the fact that you have not found the right size of ear cushions. The package contains ear cushions of different sizes and materials. Experiment until you find a tight and comfortable fit for the best sound experience. Also ensure that you insert the earphone correctly. Start with the earpiece facing down and then turn it 90 degrees to the correct position as shown in the image below. Contact us att support@soundbysweden.se if you need more help.

Unfamiliar metallic click sound while mounting the earphones into the ear canal.

A phenomena deriving from the overpressure inside the ear while entering the earphone capsule
called “driver flex”. The pressure peak passes the driver cone with a click and is fully normal,
completely harmless to both hearing and earphone and is actually more of an acknowledgement
that now the fit is perfect with a very good and tight seal.

How to find a user’s manual?

Every model user’s manual is offered as a download link called “manual” found in the technical
specification section on every product page. You can also click on the links below.

NERO-TX PRO  |  NERO-TX  |  ZERO-TX  |  NiTRO-X  |  NERO-X  |  ZERO-X  |  NiTRO  |  NERO

I´ve lost the supplied charging cable. How to charge without original cable?

The included charging cable has a built-in overload protection and can therefore not be replaced with a “standard cable”. You can buy a new one here. Contact us at support@soundbysweden.se if you need help with which cable you need.

Can I use a different charging cable than the one supplied in the package?

You should not use a different charging cable than the one supplied in the package. The included cable has a built-in overload protection and therefore cannot be replaced with a “standard cable”. If you use another cable, you risk destroying the headphones because the voltage/amperage may be too high. If you lose or break your cable, you can order a new one here.

Can I order spare parts for my earphones?

If you would lose a part, for example the charging case och cable, it’s possible to order that here. If you cant fins what you are looking for there, send an email to support@soundbysweden.se and we will try to solve it.

NOTE! Since each pair of earphones has a common unique ID, it is not possible to connect a new earphone to these, and therefore it is unfortunately not possible to order only one earphone in case you have lost just one of them.

Contact

Sound By Sweden AB
Org.nr 556771-3382

support@soundbysweden.se

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