TWS115 Product Support

Step 1: Entering Pairing Mode on the TWS115 Earbuds.

First remove the RIGHT earbud from the charging case and then the LEFT. The LED will light up WHITE on both earbuds to pair with each other. Then the LED on the LEFT earbud will power off and the LED on the RIGHT earbud will alternate between flashing RED and WHITE, indicating that the earbud is in pairing mode. The voice prompt will also say "Pairing".

Step 2: Connecting to Bluetooth on Your Device.

On your device, locate the Bluetooth settings and make sure that Bluetooth is turned on. Find and select “Avantree TWS115” to connect the earbud. The LED on the each earbud will occasionally blink twice, first on the RIGHT then on the LEFT. The earbus will be listed as "Connected" on your device.

Conducting a factory reset on the TWS115 will clear all past pairing data and restore the default settings for the product. You may want to reset your TWS115 if you have trouble pairing them with your devices or having issues with one side sound.

Step 1. Put both earbuds back into the charging case. Make sure the earbuds are powered o­ and charging.

Step 2. Press and hold the Multi-function Button on both earbuds for about 15s, until the LEDs turn WHITE for about 2s. (You can also operate one by one.)

Step 3. Both earbuds are now reset to their factory settings.

Note: In order to pair again with your phone, please delete "Avantree TWS115" on your phone's Bluetooth menu and refer to “First use” section.

Related knowledge:
1. Bluetooth device normally auto-reconnects to its LAST paired / connected device. You might need to make sure the previous used device are Bluetooth-off to avoid interference.
2. It is important to Reset both Bluetooth sender and receiver. In case of cellphone / PC, you can turn off its Bluetooth function and turn it back on.
3. If still not working, you can email us (support@avantree.com)

Earbuds LED Indication:

Status	LED indication	Image
Pairing Mode	LED alternates between flashing RED and WHITE
Connected with each other	LED on the LEFT earbud flashes WHITE twice every 5s
Connected with device	LED on the RIGHT earbud flashes WHITE twice every 5s
Factory Reset	LED will briefly turn PINK
Low Battery	LEDs will flashes RED 4 times every 2 mins
Charging	LED stays RED and shuts off when charging is complete

Charging Case LED Indication:

Status	LED Indication	Image
Battery low	Left LED flashes RED
Charging	Left LED stays RED
Fully charged	Right LED stays GREEN

If you can hear the voice prompt say "Low battery" or see the LED blinking RED, you will need to charge your earbuds. 

Charging the earbuds in the charging case:

Place the right and left earbuds in their respective positions in their charging case. The LED on both earbuds will be RED to indicate that they are charging. The LEDs will turn WHITE when charging is complete before shutting off.

Charging the Case:

Insert the micro USB (smaller) end into the charging port on the back of the case and the USB end into a power source. You can either use the included charging cord or any USB to micro USB cable to charge. The LEDs on the case will light up RED when the case is charging and turn GREEN when the case is fully charged.

If you are still having difficulty pairing the Avantree Headphone/Speaker/Receiver to your devices, please refer to the methods below to troubleshoot.

Check Point: Did you Get the Headphone/Speaker/Receiver into Pairing Mode?

Powering on does NOT mean pairing mode. Pairing Mode for Avantree = The LED indicator on the Headphone/Speaker/Receiver flashing RED & BLUE. If it's not doing that, it's not in pairing mode, you won't find it on your device.

Other than the indicator, if you're using a Headphone/Speaker that has voice prompt (i.e. it says "welcome to Avantree" when you power it on,) it'll say "Pairing" when it's in pairing mode.

If it's flashing RED & BLUE yet you can't connect it, please refer to the steps below.

Step 1: Reboot it and try again.

Yes, the good o' soft reset often resolves the issue. Please give it a go. Please also try rebooting your Phone/Computer.
If you still can't get them to connect, please proceed to step 2.

Step 2: Try it Somewhere Else.

Bluetooth connection can often be interfered with by other wireless connections such as WiFi Router, TV streaming device, or even another Bluetooth device. Please either move them away or try to do the pairing somewhere else.

If you are still unable to pair, continue to Step 3.

Step 3: Factory Reset.

Factory reset the Avantree Headphones/Speaker/Receiver may help. If you're not sure how to do the reset, please follow the below steps to find the instructions:

1.Go to Avantree.com

2.Enter "Product Name/Model Number+reset" and search. Click "Support " and you will find the guide of how to factory reset your device.

After resetting, the device should automatically reenter pairing mode.

If you have any more questions or need further assistance, feel free to contact us at support@avantree.com

If you're experiencing intermittent Audio Cuts, please try to resolve the issues with the methods below:

Method 1: Made Sure your Bluetooth headphone / speaker is NOT Multi-Linked

Very often, the intermittent audio cuts out issue is due to the Bluetooth headphone / Speakers are also connected with other devices, e.g. your Cellphone, PC. Please make sure you turn the Bluetooth off on those devices. 

Method 2: Clear Pairing History of BOTH devices and pair them again.( Clear Pairing History is NOT turn on/off.)

• Clear Pairing History / Factory Reset the Headphones / Speakers. (Find the instruction under 'Basic & Advanced Features' under each Avantree product Guide. For Non-Avantree items, please google "Product brand model Clear Pairing History")
  
• Clear Pairing History / Factory Reset the Adapter. (same as above)
• Pair them up again. 

Method 3: Clear away any potential Wireless Interference Devices.

Other wireless devices in the vicinity of the transmitter may negatively affect the range. This "source of interference" can be a WiFi router, a TV box, or even just another Bluetooth device.

To solve this issue, simply move either the transmitter or the source of interference away; that ought to clear the problem.

Method 4: Check the Operation range of the other Bluetooth device.

Certain Bluetooth devices have much shorter range; this "feature" is especially obvious on smaller Bluetooth devices like True Wireless Earbuds.

If this is the case, the only real solution is to simply go with another Bluetooth device - one that has a better range.

Method 5: Avoid Physical Objects.

Walls, solid materials, or even human bodies can all become "obstacles" that negatively affect the Bluetooth device's range.

Try clearing the space between your Bluetooth devices, and see if that helps.

If the above is not helpful, please fill the form - Disconnects intermittently/Unstable Connections so we can get in touch and help you to solve the problem. 

This Troubleshooting is for Connecting a Bluetooth device DIRECTLY to your Windows Computer's Built-in Bluetooth.
The Built-in Bluetooth of some old PCs might not work, or not work well, thus, you may not be able to use the direct Bluetooth connection, or have unstable connection, hear choppy sound cutting out intermittently, etc., in this case, please try the following solutions: 

Solution 1.  Reboot your Bluetooth Driver
  1) Right-click the Start button, select Device Manager.
  2) Find “Bluetooth” section,  then Right-click on your device Bluetooth driver and select  “Disable device”.
  3) Restart your PC and repeat the above steps to Enable the Bluetooth driver again   (select  “Enable device”)
  4) Pair your Bluetooth Headphone/Speaker/Receiver with the PC again.


Solution 2. Use an External Bluetooth Driver
This method essentially "Bypasses" your Windows' built-in Bluetooth. Please see our Avantree DG10, DG40S , DG45 or Avantree DG80 for more details or contact us at support@avantree.com.

Please first refer to this guide on pairing your earbuds. If you are still having difficulty pairing the earbuds to your devices, refer to the methods below to troubleshoot.


Step 1: Make sure that the earbuds are in pairing mode.

If you have not already paired the earbuds with any device, power off the earbuds and try again. Place both earbuds back into their charging case to make sure that the earbuds are off. From there, remove the right earbud then the left and the LED on the right earbud will alternate between flashing RED & WHITE. This indicates that your earbuds are in pairing mode.

If you are still unable to pair, continue to Step 2.

Note: If this is not the first time you are pairing the earbuds with a device, the earbuds will automatically connect to the most recent device upon removal from the charging case. If you would like to connect the earbuds to a different device, first disconnect the earbuds from your original device and the earbuds will go back into pairing mode.


Step 2: Reset your device’s Bluetooth.

If the TWS115 is in pairing mode and you are still unable to see “Avantree TWS115” under the Bluetooth settings on your device, please try turning off your device’s Bluetooth and turning it back on.

If you are still unable to pair, continue to Step 3.


Step 3: Factory Reset your earbuds.

Please refer to this guide to conduct a factory reset on your earbuds and clear its pairing history.

If you have any more questions or need further assistance, feel free to contact us at support@avantree.com

Bluetooth headphones / earbuds can be used with Bluetooth-enabled smart TV directly. If your TV does not have built-in Bluetooth, then you will need a Bluetooth audio transmitter to use with your Bluetooth Headphones for TV. Or you can simply get a Bluetooth headphone TV set instead.

Note:
1. TV Bluetooth does not support aptX Low Latency and you might detect slight audio delay via Bluetooth.
2. TV Bluetooth does not normally offer a great operating range. Good quality Bluetooth audio transmitter will support longer operating range.
3. TV Bluetooth normally mute the TV speaker as well as all other TV audio outputs. So for users perfer TV speaker OR soundbar working at the same time, please use external Bluetooth transmitter instead of TV Bluetooth. 

If no above concerns, use your Bluetooth headphones with TV Bluetooth is the easiest solution for you. 

For First Time Use
1) Enter your Avantree Headphones into Bluetooth Pairing / Discoverable Mode.

2) Go to TV Bluetooth Settings and select Avantree Headphones to Connect.

Samsung Smart TV

Use your TV remote control to pair with the Bluetooth headphone. Different TV models are slightly different:

·       2019, 2018 and 2017 Smart Samsung TVs (R, N, and M models): Home > Settings > Sound > Sound Output > Bluetooth Speaker List

·       2016 Smart Samsung TVs (K models): Home > Settings > Sound > Expert Settings > Wireless Speaker Manager > Bluetooth Audio Devices

·       2015 Smart Samsung TVs (J models) - Samsung SoundConnect devices: MENU > Sound > Additional Settings > TV SoundConnect

·       2015 Smart Samsung TVs (J models) - Other Bluetooth audio devices: MENU > Sound > Additional Settings > Bluetooth Audio

·       2014 Smart Samsung TVs (H models) - Samsung SoundConnect devices: MENU > Sound > Speaker Settings > TV SoundConnect

·       2014 Smart Samsung TVs (H models) - Other Bluetooth audio devices: MENU > Sound > Speaker Settings > TV Sound Output > Bluetooth Headphone

LG TV

Use your TV remote control to >

·       Select the Settings icon

·       Select Advanced Settings

·       From the Sound menu select Sound Out

·       Select Bluetooth from the list

·       Select the Avantree Headphone from the Bluetooth Device list to connect

Sony Smart TV
Use your TV remote control to >

·       Press the HOME button on the remote control,

·       Select Settings → Remote and Accessories → Bluetooth setting → Add device

·       Select Avantree Headphones → press ENTER button.

Vizio Smart TV

Use your TV remote control to >

·       Go to TV main menu →Bluetooth option → Pair device

·       Select "Start searching for devices"

·       Select Avantree Headphones → press ENTER button.

·       You will then need to turn the Bluetooth audio on. Please take the following steps to do so:

o   Go back to the Main Menu and select TV settings

o   Then select Audio

o   Turn on Bluetooth Audio

Your headset should now be getting audio.

Please check manufacture website for other brands. 

For Subsequent Use

·       Turn On the headphones (Note: If your Bluetooth headphones do not support dual link, please turn Bluetooth OFF on the previously connected Bluetooth devices, e.g. cellphone, PC, to avoid interferences.)

·       Use TV Remote control to go to its Bluetooth settings

·       Re-connect to the headphone. (NO need to pair again)

If you find that the earbuds are not secure and comfortable enough, but none of the ear tips fit you, you may go to the below link to purchase a pair of extra small ear tips. 

https://avantree.com/extra-small-xs-size-ear-tips 

Many Avantree products have incorporated the latest "aptx low latency" codec technology, for superior stereo quality sound without any noticeable delay (known as latency).

• What is aptX Low Latency - https://www.aptx.com/aptx-low-latency
• Certified aptX Low Latency device list - https://www.aptx.com/products?field_aptx_type_tid=484

* Important note*

To take advantage of the better performance of aptX Low Latency codec, the other side Bluetooth device must support the same codec. If the other side device only supports the normal aptX codec, or the SBC one, these codecs will be used instead.       

How about the audio delay when use different wireless audio codec?

Note: The latency for FastStream is almost the same as aptX Low Latency, but the audio quality of aptX Low Latency is better.

Related FAQ >

• What Avantree products support aptX Low Latency and aptX HD?
• Bluetooth Audio Delay Experiment Video - aptX Low Latency vs others

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.

Here are a few things you'd want to know about Bluetooth...

1. Bluetooth by nature is a short-range wireless technology.

Bluetooth was initially made specifically for wireless headsets hence its “range” was never meant to be anything more than the length of a typical backyard.

2. Bluetooth Signals are easily interfered with.

Much like almost any other modern wireless technology, Bluetooth signals can be negatively affected by things like walls, floors, other wireless devices, or even a human body.

If you want a better range & less interference, try to stay clear of the things mentioned above.

3. There are two types of Bluetooth.

In short, they are “Class 1” and “Class 2.”  Class 1 has better range (100m/300ft) but drains your battery faster, whereas Class 2 has a shorter range (10m/30ft) but is more efficient when it comes to battery usage.  

4. The “Actual Range” depends on a lot of things.

Things that can affect the range: Bluetooth version, Bluetooth type, Bluetooth profile, Brand & make, where you’re using it, what’s around you… etc and many more. Getting a bad range doesn’t necessarily mean your device is bad; try it elsewhere before you give it a conclusion.

5. The “Transmitter” and the “Receiver.”

Every Bluetooth connection consists of a “transmitter” and a “receiver.” The “transmitter” sends the signals to the “receiver.” In a typical Bluetooth headphone connection, your phone is the transmitter and the headphone is the receiver.

There are cases where one device can do both, but it is unlikely that they’ll be able to do both at the same time.

Here are some examples:

• Transmitters: Phone, Computer (can sometimes use as receiver), TV.
• Receiver: Headphones, Speaker

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.

As you may know, earbuds get dirty pretty easily... Earwax, dust, water etc. can all do damage to them. Uncleaned earbuds may lead to...

• Music sounding muddy or muffled
• Different volume on the two earbuds
• Abnormaly low volume / tinny sound after using for a period of time

Daily maintaince can effectively eliminate such problems.

• Before wearing the earbuds, make sure to clean the inner side of the ear.
• Always wear and use earbuds in dry condition.
• After using the earbuds, wipe the inside of the earbud tip with a soft and dry towel to remove dust, earwax, or oil from your skin.

If you're already experiencing different volume levels between the two earbuds, please try to follow the following steps to clean them out:

(These apply to all Avantree earbuds, but the following uses the NB18 as an example.)

1. Materials you'll need: a cotton swab and dried brush (if you can't find the black cleaning brush, a toothbrush can work instead.)

2. Take off the earbud tips from the earbuds smoothly. Do not detach the earbud tip from the earbud excessively as it may tear.

3. Use a cotton swab and dried brush to remove any debris and foreign materials.

4. If foreign substance is still present, try brushing the earbuds again to dislodge the remainder.

5. After you finish cleaning, please assemble the earbud tip back to the earbud properly. Cover the latch at the bottom of the earbud with the earbud tip like below.

Please note: Do not use liquid like alcohol or soapy water for cleaning earbuds as some of our earbuds are not alcohol-proof or soapy-waterproof.

If the problem still exists after cleaning the earbuds, please contact support@avantree.com for help.

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