Custom Audio Not Performing as Expected

Updated app launching 1st week of November 2020. Updating the app should solve the issue.

If you encounter any unexpected behavior with the audio customization feature please check if any of the conditions below apply to you.

1) Distorted cracking audio or only one side sound - in testing scenarios, a small number of users have reported experiencing audio distortion, cracking noises or only one side sound when the audio profile is applied. This may happen if your audio profile has extreme variations - for example, if your hearing in the upper frequencies is zero (i.e. cannot hear anything) but in the lower frequencies your hearing is almost perfect (i.e. can hear everything) - as shown in the pictures below:

                                                      

In this case, please confirm the issue is only due to the audio customization feature by turning it OFF (press and hold the headphone PLAY/PAUSE button for 2 seconds to toggle audio customization ON/OFF) and test. If it is indeed due to the audio customization then unfortunately this means our algorithm cannot handle the wide variations present in your profile and is “over-compensating” beyond the capability of the hardware. We don’t have a good solution as of the time of this writing but we are actively working on a way to fix this. In the meantime the best we can do is suggest a temporary “workaround”.
Please try to redo the hearing test but this time, for the high frequencies which you previously could hear nothing (or very little) - please adjust the volume knob and leave it 10-20% purple - in effect, ‘pretend’ that you can hear some of those frequencies. For the other frequencies please test them normally. Complete the test, then save your profile to the headphones.
This new profile (as below) should now be able to compensate 80-90% accurately without distortion.

                                                      

Once again we understand this is not ideal and we’re working on a fix.

2) Inaccurate hearing test results
When performing the test please ensure you are in a very quiet environment so you can record your results accurately.

3) Using an incorrect audio profile? 
In the Avantree Audio app, please check you are using your own (and not another user's) audio profile, and that it's uploaded correctly. You can check this by accessing the menu (top left 3-horizontal lines 'hamburger' button) and selecting MY AUDIO PROFILES. From there, select the correct profile and press APPLY.

4) Please ensure the audio customization is ON
Press and hold the headphone’s PLAY/PAUSE button for 2 seconds until you hear the voice prompt "Customization ON".


If the issue persists please contact us at support@avantree.com