Resolve Product Support

Step 1. Make sure you connect to the correct audio/mic enabled headphones jack.

Some PCs/Laptops has one combined mic and headphone jack, then you can simply plug the wired headphones to that port. 

But some PCs/Laptops has two ports. For 3.5mm jacks, it's generally green for audio output and pink for microphone input, depending on the available sound card. Mix those two up and nothing at all will happen. 

If there is no color marker, there should be an icon besides  indicates they are mic or speaker.

In this case, you need a converter cable to work with, like this one - https://www.amazon.com/dp/B071NDLCGC

Note for HF027 headphones: The extension cable provided does not support mic function It is only extended to watch TV. If you want to use the headphones to call, please unplug the extension cable.  If you need a extension cable with mic function, you can purchase this - https://www.amazon.com/dp/B07FB6FB19

Step 2. Make sure your PC audio setting is correctly made.

Normally the computer will recognize the headphones automatically as soon as you connected the headphones. If not, you need to select Avantree Headphone (the picture below is for reference) as default output and input device.

    1. Right-click the sound icon in the taskbar.
    2. Select Open sound settings.
    3. Choose Sound control panel on the left.
    4. Select the headphones connected.

If you use the skype, zoom etc., also make sure the built-in Settings for these applications are changed accordingly.

If still not working properly, pls contact support@avantree.com for further help.

The Resolve comes with an in-line control that has buttons to interact with your device. The control has a microphone which you can use to make crystal clear calls. There’s also a cable clip you can attach to your clothes to keep the cable and microphone secure when on the move.

Use the + button to increase your volume. 

Use the - button to decrease your volume.

The button in the middle with the phone symbol is the multifunction button.

Click it once to play or pause your music/video OR:

Click it once to pick up an incoming call.

Double click it to skip to the next song.

Triple click it to go back to the previous song.

Press and hold it for 1 second to activate the mic OR:

Press and hold it for 1 second to end your call.

The Resolve are wearable with glasses. The earphones sit atop your ear with the secure-fit earhooks going around the top of your ear. The earhooks are flexible which make them comfortable to wear with your glasses.

First, check the earphones for “L” and “R” to determine which side to wear each one. Then, loop the earhook around your ears such that the earphones hover atop your ears. Check the diagram below for a visual:

Because the Resolve earphones sit atop your ear, not in your ear, they sacrifice volume level for comfort. You won’t be able to get volume as loud as in-ear or over-ear headphones.

Due to the nature of the E191, being open-ear air conjunction earphones, they do not have good bass.

For more specs, please check here.

If you prefer strong bass, check out the ACE 130. They have great bass.

If you prefer wired earbuds, we recommend the ME12 or E171.

Note: Some in-line control features may not work on mobile phones with a type-C or lightning port.

If you can only hear sound from one earbud or if the volume controls are malfunctioning, try these steps for troubleshooting:

1. Check if the earbuds are completely plugged into your device. You may also want to try unplugging the earbuds from the device and plug them back in again.

2. Try using the earbuds with other devices to see if the problem persists. If the earbuds work with other devices, then the 3.5mm jack of the initial device may be damaged.

For further support, please contact support@avantree.com

Since the Resolve earphones are “open ear”, a small amount of audio will leak from the earphones when in use. This leakage is minimal; even at maximum volume, someone would have to be right next to you (inches away) to be able to hear what you’re listening to. That makes using these earphones a relatively private listening experience.

Your pacemaker is designed to work properly around most appliances and tools. However, electromagnetic interference (EMI) from headphones and earbuds may affect how your pacemaker works. These effects are usually temporary. Still, we recommend following these guidelines to stay safe.

Anything that transmits Bluetooth or with a magnet inside cannot be used closer than 6'' (15 cm) to a pacemaker. All of our Headphones, Speakers, and Earbuds, as well as all of our Bluetooth products fall under this category, and must not be placed very close to your pacemaker. Normal usage of our headphones and earbuds - wearing them in or over your ears - is completely safe.

The Takeaway: It’s safe to use headphones and earbuds with your pacemaker, but you should not drape them around your neck or store them in a breast or other shirt pocket - as that would put them too close to your pacemaker. Normal usage should bear no problems.

Avantree offers the following customer support to help you make the best of our products?

Online DIY Support

1. Visit Product Page - you can find product comparison info, accessories link, Support page link.
2. Product Support page - Guide, Troubleshooting, Q&A Session for each product. (FromAvantree.com > Use Top Right Magnify Class to Search your Product Name > Click Product > Click Support button on the right product > check relevant info on page)
3. Product Video Guide - Step by step (from youtube.com > search product name

Agent Support

1. Submit a Ticket OR File a Claim (1 working day reply)
2. Send an email to support@avantree.com (1 working day reply)
3. Book a call or Screensharing Online Clinic with us and let an agent help you in real-time.
4. Live Chat with Agent (Pacific Standard Time, Mon-Thur 9 am-11 pm, Fri, 9 am-5 pm)
5. Telephone Support (Local Number here)
6. Join our Daily Live Online Zoom Clinic to speed up the troubleshooting process (Time: 11 am - 12 pm PST/ 2-3 pm EST /7-8 pm GMT; 10-15 min for each clinic)

Avantree offers the following native language support?

English
Spanish
Italian
German
French
Chinese

See more details in Warranty Policy and RMA Policy

Avantree Products RMA (Return Merchandise Authorization) Procedure

1.     60-Days-Return-Refund

Item purchased from Avantree.com can be returned to the closest Avantree RMA center for full refund within 30 days of purchase with no question asked.

Customer will be responsible for return shipment cost unless item is returned due to defective issues.

Avantree RMA centers are located at:

-        USA - San Jose & Los Angeles

-        Canada – Vancouver

-        EU - London, UK

-        Australia – Roxburgh Park

-        Asia – Cebu, Philippines

-        Asia – Hong Kong, China

-        Asia – Shenzhen, China

2.     Defective RMA

Within the Warranty Period (24 Months), if the customer encounters any issue, we recommend following the steps below:

Step 1:  DIY Support – Visit support.avantree.com, we have a complete troubleshooting guide that should solve at least 90% of the issues.

Step 2: Agent Support – Contact Avantree Customer Service Agents by email (support@avantree.com), phone, or chat for troubleshooting & issue diagnosis.

Step 3: Replacement

3.1. Confirmed Defective Unit

-        Avantree provides RMA (CD) number to customer

-        Customer returns the product to Avantree

o   Purchased within 6 months – Avantree will cover the return label cost.

o   Purchased over 6 months ago – Customer will cover the return label cost.

-        Avantree arranges the Replacement

o   Will be arranged as soon as the return shipment has been shipped.

o   Customer can expect to receive the replacement unit within 5-7 working days.

3.2. Back-for-Investigation Unit

-        Avantree provides RMA (BI) number to customer

-        Customer returns the product to Avantree. Customer will cover the return label cost.

-        Avantree arranges the follow up

o   Confirmed Defective Units – Please Refer to Section 3.1.

o   No claimed issue found – Avantree will arrange the Original Unit or the Replacement Unit to be shipped back to the customer. Avantree will cover the cost of shipping if the shipment is domestic.

Note:

1. The RMA return unit will be equivalent to or better than the condition of the defective unit
2. The RMA return unit's warranty terms will only be activated once the defective unit is received. For those who do not return their defective items within 30 days, their product warranty will be terminated.
3. Replacement Unit Warranty Terms:
   • If the remaining Warranty of the Defective Unit is less than 3 months – The Replacement Unit will receive 3 months warranty beginning on the date of reception.
   • If the remaining Warranty of the Defective Unit is more than 3 months – The remaining Warranty Period will be automatically transferred onto the Replacement Unit.

Return Policy:

Every Avantree product purchased from our website comes with an up to 60 days free trial.

Within 60 days of buying, if you have an issue with or simply don't like the product, you can ship it back to us and we'll fully refund you for the price that you bought it. If you have a product malfunction, we can replace the product for you if that's preferable, and we'll cover the return shipping costs.

Warranty Policy:

Avantree warrants its products for a period of 24 months from any defects in manufacturing, materials, or workmanship from the date of purchase from either an Avantree Direct store or an Avantree authorized reseller and used in normal conditions.

However, this warranty does NOT cover:

· Damage from misuse or abuse,

· Damage from lack of reasonable care,

· Damage from force majeure,

· Damage from natural forces/disasters,

· Damage from inadequate repairs performed by unauthorized service centers,

· Water damage on non-water-resistant products,

· Theft or losing the item.

If you encounter issues during the warranty time, pls follow Avantree RMA Procedure. 

To make sure our customers have the best user experience, we choose to send the replacment first before you send back the faulty unit. Once the replacement is received and confirmed to be working, we will then send you the return label for the faulty unit for our quality control purposes. We expect you to cooperate and send the faulty unit back within 30 days. If not, then the warranty of your replacement unit will be voided.

Batch No. or Lot No. is a 4-5 Digit/Alphabet combination (e.g. T22F1, 22B1, or T22J1) printed somewhere on the product. The "somewhere" is usually as follows:

1. on the bottom of the product;

2. on the inside of the Headband, just above the Earcups;

3. on the in-line controls or on a Tag near the 3.5mm AUX Plug;

4. on metal head of the adapter;

Above are some examples that'll give you an idea of what the Batch/Lot Number looks like and where to find them. The print for Batch No. or Lot No. is usually quite small; please consider using a magnifying glass if it's hard to read.

Items with the "ADD TO CART" button are for purchase in your area. Those without the Add to Cart button means not available in your area, normally because it is out of stock. Besides, the estimated delivery time is not applied for pre-order and backorder items.

Here is a table of the recommended store info for customers from each country. We also include information about - where the goods will be shipped from as well as the estimated delivery time.

Remarks:

1. Warranty is 24M for orders from avantree.com
2. Items purchased from other authorized distributor channels will be entitled to 12m warranty, and extendable to 24m upon warranty registration within 30 days from date of purchase
3. Not all stores/sellers from the links above are authorized resellers.

If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.