TWS116 Product Support

Bluetooth TV and non-Bluetooth TV are paired differently, please refer to the following for more details.

Here's how to use your Bluetooth Headphones or Speakers with your Computer, Laptop, or Tablet:

Note: If you are having trouble connecting with your Computer or Laptop's built-in Bluetooth, we recommend trying our DG10 Bluetooth Dongle. It's plug-and-play with no driver installation required, making connecting a breeze.

All of the above accessories can be purchased on avantree.com. If you accidentally miss the one earphone or the charging base, you can go to our website to purchase a replacement.

Left earphone: https://avantree.com/left-earbud-for-tws116

Right earphone: https://avantree.com/right-earbud-for-tws116

Charging base: https://avantree.com/charging-case-for-tws116

Charging cable: https://avantree.com/micro-usb-charging-cable

If you hear the voice prompt say "Battery low", you will need to charge your earphones.

Charging the earphones in the charging case

Place the earphones back onto the charging case.

The indicator on both earphones will show RED while charging and dim out when the charging is complete. It takes about 2.5 hours to fully charge the earphones in the case.

When they are fully charged, each earphone can play up to 7 hours. 

When they have been charged for 15 mins, each earphone can play up to 1 hour.

Charging the Case by iteself

When you see the LED on the case turn BLUE – the case is LOW on battery. Please charge the case with the USB Type-C cable we provided and any DC 5V, 0.5-2A power sources.

If you leave the earphones on the case while charging the case, they'll be charged too. The LED on the case will show RED while charging and automatically turn off when charging is complete. It takes about 3.5 hours to fully charge the case. 

A fully charged case can charge the earbuds 8-9 times, providing up to an additional 63 hours of play time.

Power on

• With the charging dock - Remove BOTH earphones from the charging dock, they will power on automatically;
• Without the charging dock - If you are not close to dock and want to turn the earphones on, simply long press the main button for about 3s until the LED lights up BLUE.

Power off

• With the charging dock - Putting the earphones back on the charging dock will turn them off and charge them at the same time, the LED on the earphones will light up RED - indicating they are being charged by the charging dock. PLEASE NOTE: the charging dock must be plugged in for this to work;
• Without the charging dock - If you are not close to dock and want to turn the earphones off, simply do a quick double click on the main button with the second click as a LONG HOLD until you see the red LED lit up.

When will TWS116 power off automatically?

• If there is no further operation on TWS116 after power on, they will power off automatically in 3 mins.
• When TWS116 is beyond the connection range with the connected device over 3 mins, they will power off automatically.
• Put earphones back on the charging dock while it is plugged in, they will power off automatically.

When using two earphones

1. Make sure all the previous paired devices are Bluetooth-OFF!
2. Remove both earphones from the charging base
3. Wait for a few seconds until the LED on one side flashes RED & BLUE and that earphone announce “PAIRING…”

When using only one earphone

1. Make sure all the previous paired devices are Bluetooth-OFF!
2. Remove one earphones from the charging base only 
3. Wait until it says Pairing and LED flashes RED & BLUE

Note: If 3 does not happen, turn the earbud OFF first, then press and hold the button until it flashes RED & BLUE alternatvely. 

(1. Remove the earbuds from the base to power them on

(2. They will reconnect to the last connected device automatically. If not, please click Avantree TWS116 on the Bluetooth list of your device to manually reconnect.

Note: it can reconnect the last one of connected device automatically ONLY. If you have conencted TWS116 with many devices, you need to maually reconnect for last two, three... one.

If you want to use one earphone each time with a same device,

1. Make sure you have previously connected the earphones with your device as a TWS pair first
2. For subsequent use, just remove either earphone which you want to use from the case and it will auto-reconnect to your device.

Related Links: How to get TWS116 into Bluetooth pairing mode?

If you accidentally miss the one earphone or two earphones lose connection, you can go to our website to purchase a replacement.

Left earphone: https://avantree.com/left-earbud-for-tws116

Right earphone: https://avantree.com/right-earbud-for-tws116

For how to connect the new Left and Right earphone with each other, please just follow the guide to reset them, and they will connect with each other than.

How to Factory Reset the TWS116

When a call is coming, a single click on  can answer the call, while press & hold it for about 2 seconds can reject the call.

When under a call, a single click on  can end the call.

To INCREASE Volume: Doulble click  on the R Earphone.

To DECREASE Volume: Doulble click  on the L Earphone.

Before 22B1

To go back to the previous track, double click  on the L earphone.

To skip to the next track, double click  on the R earphone.

From 22B1

To go back to the previous track, long press  on the L earphone.

To skip to the next track, long press  on the R earphone.

1. Reset One Earphone 
   • Remove from the charging base
   • Power off - Quickly double click . The second click is a actually a long hold for about 3 seconds until the indicator lights up RED and then says "Power Off". Release finger
   • Recycle - From off status, press and hold for about 10s. Indicator / Voice prompt turns BLUE (Power on).... Red & Blue (Pairing) ... Pink, Red (Power Off). Release finger
   • Put back to the base
2. Reset the Other Earphone - same as above  
3. Clear the pairing history of the source device - Cellphone, Tablet, PC, Bluetooth Transmitter. (Note:This is an important step! Factory Reset Oasis, Oasis Plus, Audikast, Orbit)

You can also refer to the video guide here

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) or simply show up online in our twice daily live Zoom Clinic. We will help you to fix it.

If you experience audio cuts when using TWS116 with TV, we recommend you use with a Bluetooth transmitter to enjoy a longer working range, here are some recommendations:

https://avantree.com/wireless-adapters/bluetooth-transmitters-for-tv

Please kindly contact support@avantree.com for a COUPON to make an order for the Bluetooth transmitter.

If you encounter this problem on mobile device, please go through this guide to troubleshoot:

How to fix audio cuts?

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.

Avantree TWS116 does NOT support dual link. You cannot use TWS116 with two devices at the same time. It only support one at a time.

One side sound is often caused by the earphones are accidentally connected to two Bluetoth devices at the same time before.

If you remove both earphones from the base and they both still flashing Blue & Red after 10sec, then you might need to Reset them. How to Factory Reset TWS116

To avoid this happens again in the future, please try to

1. Avoid to use it with two devices AT THE SAME TIME
2. When you try to use it with one Bluetooth device, before remove both buds from the base, pls make sure other prevously paired devices, e.g. Cellphone, Tablet, PC, are all Bluetooth OFF. 

1.  Make sure that the earphones and the transmitter are connected. You should hear “connected” from the earphones and the indicators on the Earphones should flash once every 8 seconds.

2. TV settings - Change the Digital sound format to PCM (or STEREO); if you see DOLBY in the TV Settings menu, turn it OFF.

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 want to use one earphone each time with a same device,

1. Make sure you have previously connected the earphones with your device as a TWS pair first
2. For subsequent use, just remove either earphone which you want to use from the case and it will auto-reconnect to your device.

Related Links: How to get TWS116 into Bluetooth pairing mode?

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)

Note:
        Before 22B1 batch: TWS116 is defaulted to "TV mode", you can four-click the MFB button to enter normal mode if you don't need the ‘reduced delay’ feature.
        After 22B1 batch: TWS116 is defaulted to "TV mode" and the normal mode is cancelled.

The TWS116 uses a new chipset with embedded technology which achieves a noticeably reduced audio latency using the standard SBC codec. Normally SBC imparts a 220ms delay, however by decreasing the transmission bandwidth to increase speed, the TWS116 solution can reduce the delay by 50% to only 110ms. By comparison, the latency of aptX LL is only 40ms. However aptX LL requires both transmitter and receiver to support aptX LL while SBC is standard on ALL Bluetooth devices.

During user trials we found that most people didn’t notice significant latency when using the SBC reduced latency codec and of those who did notice a delay, most still found it acceptable.

Since the SBC codec is standard on all Bluetooth devices, you can benefit from the reduced latency SBC codec no matter what you connect your TWS116 to - whether it’s to our Bluetooth transmitters, your mobile phone, tablet or your PC. In all cases, the latency will only be 110ms - 50% less than that of traditional SBC.

Please note however, that as mentioned it is not 100% latency-free. And some sensitive users may notice the slight 0.5 word delay. If zero delay is very important to you, we recommend you check out our TV set section.

https://avantree.com/headphones/wireless-headphones-for-tv

Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree technical support and the product dead due to DFU misoperation, the warranty is not covered.

Notes before startup

1. Avoid upgrading under high interference environment
2. Recommend to upgrade in airplane mode on phone
3. Please fully charge both earphones before upgrading, and make sure you have used both earphones as TWS (stereo) mode before.
4. When upgrading, the phone should be within 10cm of the headset 
5. Screenshots below are from Samsung A8. Please refer to your phone's manual if you don't know how to download, install and open a file with other app.

Step 1. Download and install the DFU tool on an Android phone.

1. Download the AWOTA.apk
2. Click it to install when finish

Step 2. Connect TWS116 with this phone

1. Remove both earphones from the charging case
2. Wait until either earphone flashes BLUE & RED alternately.
3. Search and select Avantree TWS116 on the Bluetooth list. Accept TWS116 to connect with the phone.

Step 3. Download the DFU file and run on with the DFU tool

1. Download the DFU file: TWS116-DfuToFixAudioCut

2. When finish, long press it to select it, click and select “Open with”

3. Select AWOTA from the popup list.

4. Select the Allow option for the later popups

Step 4. Update

1. Click OTA Update

2. Wait for them updating

3. When finish, please restart TWS116 – put them back onto the charging case and take out again, and now they have been updated successfully

If this still not fix the problem, please follow the guide below to eliminate other affected factors:

Audio Cuts Out Intermittently, Choppy, Unstable Connections. How to fix?

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 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.

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.

If you have the problem of being redirected to the wrong store and unable to place an order when you visit avantree.com, the first thing you can try is to switch to another web browser. If that does not work, here are two methods for you to solve the issue.

Method 1. Visit our site in an Incognito window of your browser. We will take Google Chrome as an example to show you how to open an Incognito window.

Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu, then choose the "New Incognito Window" option.

Step2. Type the Avantree website address into the Incognito window to visit our site. Now you should be able to see our store!

Method 2: Clear your browser's cookies. We will use Google Chrome as an example to show you how to find and clear browsing data (cookies). Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu. Choose "History", and another menu will appear to the side. Then click "History" on the left.

Step2. Click "Clear browsing data" on the left menu, then select the time range, and make sure all the boxes are checked. Lastly, click "Clear data" to submit. Now you should be able to see our store!

If you still have problems, please feel free to contact us via support@avantree.com.

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

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.