Alto Clair 2 Product Support

To use the Alto Clair 2 with your PC, first, insert the included DG10 USB Dongle into your PC’s USB slot. Turn on the Alto Clair 2 headphones by sliding the power switch to the middle “ON” position. The dongle and the headphones will automatically connect to each other. After they are connected, the Dongle’s LED will be solid BLUE, and the headphone’s LED will flash blue once every 5 seconds.

Next, configure the audio settings on your PC or Mac. In either case, choose “Avantree AH6-P” as the default audio input/output device in your computer’s audio settings menu.

If you are using a meeting software such as Skype, Zoom, Discord, or Teams, make sure that your settings are correct in that software as well. Choose “Avantree AH6-P” as the default mic and speaker device in the meeting software’s settings menu. If you are still having trouble, you can try closing any other meeting software or VoIP apps that are running on your computer, and restarting your computer.

To use the Alto Clair 2 headphones with a phone, first, slide and hold the power switch on the headphones to the “PAIR” position. Release the switch when the LED indicator on the headphones begin flashing RED and BLUE. Go to your phone’s Bluetooth settings and select “Avantree AH6-P” to connect.

Please refer to the link below.

Alto Clair 2 wireless headphone
DG10 USB dongle
Charging stand
Detachable boom microphone
Carrying pouch
Charging cable for Headphone (1M/3FT))
3.5mm AUX Audio cable (1.2M / 4FT)
Warranty card
Quick user guide

❶Power Switch                                        ❼Boom Mic Port

❷LED Indicator                                       ❽Microphone

❸Volume Wheel                                      ❾AUX Port

❹Previous/Play/Next                               ❿Charging Pins

❺Charging Port                                       ⓫Charging Indicator

❻Call/Mute Button                            

Status	LED indicator
Pairing Mode	Alternates between flashing RED & BLUE
Reconnecting	Flashing BLUE
Disconnected	Blinks BLUE once every 10 seconds
Microphone Mute ON	Solid WHITE
Connected	Blinks BLUE once every 5 seconds
Low Battery	Blinks RED three times every 10 seconds

If you can hear the voice prompt say “Low battery, please turn off and charge” or see the LED indicator blinking RED, you need to charge your headphones.

The Alto Clair 2 headphones can be charged with either the Desktop Charging Stand or with a Micro-USB cable.

Option 1: Using the Desktop Charging Stand

Use the included Micro USB charging cable to connect the charging stand to a power source. Then, place the headphones on the stand as directed in the image below. The right earcup goes into the stand. Make sure that the charging pins are aligned properly.

The LED indicator on the charging stand will remain WHITE while charging and turn GREEN when charging is complete.

Option 2: Using the Micro-USB Cable

Insert the micro-USB cable into the DCIN port on the headphones, and connect the other end to a power source.

The LED indicator on the headphones will turn SOLID RED while charging and turn off when complete.

NOTE: You CAN NOT use the headset while it is charging because it powers off automatically while charging. Please restart the headphones after charging is complete to use. The Alto Clair 2’s battery life is about 16 hours on a full charge.

Conducting a factory reset on the headphones will clear all past pairing data and restore the default settings for the product. You may want to reset your headphones if you’re have trouble pairing them with your devices.

Step 1: Turn on the Headphones.

With the headphones powered off, push the power switch to the middle to power them on. The LED will light up BLUE and if you have the voice prompt on, you will hear “Welcome to Avantree”.

Step 2: Reset the Headphones.

Press and hold the two "skip" buttons simultaneously until the LED briefly turns PINK, indicating that the headphones have reset. The headphones should then go into pairing mode and the LED will flash RED & BLUE alternately and if you have the voice prompt on, you will hear “Pairing”. You are now free to pair the headphones with any device!

Note: After reset, if you pair your headphones with your other device first (like your cell phone), you may find that it won't auto connect to its dongle. To fix this, power on the headphones, slide the power switch to 'PAIR' positon until the LED blinks RED & BLUE alternately. Put headphones and dongle together and wait, they should pair in a few seconds. The LED on the dongle will stay BLUE, and the LED on the headphones will flash BLUE once every 5 seconds. Once it's paired, they will automaticly reconncet every time you power it on.

This product CAN be used as a traditional "wired" headphones. 

Step 1. Turn off the headphones.

Step 2. Plug one end of the 3.5mm AUX cable we provided into the headphones' 3.5mm jack, and the other end into the device you'd like to listen from. The device may have

1. one unique headset jack (a headphones with a mic icon), or

2. two separate jacks, one for headphones, and the other for microphone.

For case 1, you can directly plug into the headset jack. 

For case 2, you will need to get a Splitter Cable for PC to combine these 2 into 1.

Step 3. Go into your device's sound settings and set the sound output and input to the Alto Clair (It may be different on your device)

Now, you have wired headphones!

Please note that in wired mode, the control buttons on the headphones will no longer work, but the boom mic still does.

If you'd like to adjust the volume/track, please do so directly using the device that you're listening from.

There is only one way to mute/unmute the detachable microphone, and that is via the control button on the headphones itself.

Via the Headset:

While you are on an active call, press and hold the call/mic button on the left earcup for about 1 second to mute/unmute. You’ll hear two short beeps from the headphones. When muted, you will also see the LED next to the power switch on the headphones turn WHITE. When it's unmuted, the light is BLUE.

Please Note:

This function can only be activated/deactivated during an active call.

The Alto Clair 2 headphones can connect to your Phone AND the Adapter at the same time. In a long meeting but worried that you might miss a food delivery call? Not to worry, the "Multi-Point Connection" feature will auto-switch onto your mobile device when a call comes in, so you'll never miss anyting. Just follow these 3 steps, and you will be able to connect your headphones to your Smartphone/Tablet.

Step 1: Plug in the adapter to the USB port and slide the power switch on the headphones to "ON". Then wait for 2-5 seconds, the LED on the adapter will stay BLUE, and the LED on the headphones will flash BLUE once every 5 seconds.

Step 2: Enter the headphone into its pairing mode - slide to "PAIR" and hold for 3s until the LED blinks RED & BLUE alternately.

Step 3: Turn on the Bluetooth function on your smartphone/tablet. Search for and select “Avantree AH6-P” to connect.

Devices should auto-connect when you turn them back on. If not, unplug the dongle from your PC, and then plug it back in. Or, select “Avantree AH6-P on your smartphone/tablet.

To deactivate the voice prompt, press and hold the play button and the back button together until you hear “Voice Prompt Off”.

To activate the voice prompt, press and hold the play button and the next button together until you hear “Voice Prompt On”.

Proper daily maintenance of the earpads can make them last longer ensuring the best sound, if you are interested in how to use them in a protective way, please refer to the following tips:

1. Keep the earpads in dry condition.
2. Regularly wipe the inside of the earpads with a soft and dried cloth or brush to remove dust, earwax, or oil from your skin.
3. The earpads can be taken off from the headphone for better cleaning.
4. Tools like a cotton swab and small bushes as tooth brushes but with soft hair might be needed.
Please feel free to contact us at support@avantree.com for any help you need.

If your headphone is fully charged, but it does not respond, like it will not turn off,  not enter pairing mode, or show a solid LED light (sometimes no light), it might be that the headphone is frozen, please troubleshoot as the following:

PLUG the USB / Type C charging cable DIRECTLY into the headphone charging port, and plug the other side of the cable to a power source for 3-5 sec and then unplug the cable. This should re-activate the headphone system and solve the problem.

                                  

If the problem still can not be fixed, please help fill in the following form so that we can help further on it: 
https://avantree.com/rma-verification/headphone-solid-light-not-responding-form

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

If the Microphone does not work well, please start with a diagnostic test with your cellphone first. If it works well with your cellphone, but not with computer, it might be a driver or settings issue. Please continue troubleshooting:

Step 1: Check your computer sound settings.
Visit your Sound Settings tab and make sure the Avantree headphone is choosen as the input and output device:

Step 2: Check the meeting Software Sound / Audio Settings.
If you're using a meeting software such as Skype or Zoom, please also check the Audio & Video Settings within the software and make sure the Microphone input device and the Speaker out device are choosen as the Avantree headphone:


Important Tip: Please make sure that you closed all other similar apps that might be using your microphone, like Face Time. 

When your headset is connected to your phone, you'll be able to answer or reject phone calls with the headphones' built-in buttons. However, any calls coming through video conferencing apps (such as Skype, Zoom, Microsoft Teams, etc.) will need to be answered manually on both your computer and your phone. 

This is an unfortunate general issue amongst all Bluetooth headphones, but our engineers are working hard to find a solution that can work around this issue.

Have you ever had others on the call complain about the sound quality of your microphone? Here are some troubleshooting steps you can try to fix the issue.

1: Please use one meeting app, only one at a time.

Make sure that you close all other similar apps on your device that might be using your microphone, like Face Time, Zoom, Teams, Discord, etc. Make sure that they are completely CLOSED. Do not use more than one audio or meeting app at the same time. Your system might get confused and lower the microphone quality (Most issues are here).

2: Keep the boom mic to your mouth as close as possible, no more than 3 cm. For best results, ensure that the mic hole is in close proximity and directed towards your mouth when speaking

3: If your headphones are Multi-Linked, try disconnect one of them and see how it works. Sometimes the intermittent audio cut out issue is due to the headphones being also connected with other devices, e.g. your Cellphone, PC. 

4: If the problem persists, please do the firmware upgrade at Latest Firmware Update for Alto Clair 2 (BTHT-1060)

If the problem still can not be solved, please feel free to contact our support team at support@avantree.com.

To switch between your computer and your cell phone, first, pause or end the audio / call on the current device (either by pressing the corresponding button on the headphones or directly with the active device). After a few seconds, play audio or make a call on the 2nd device, and the audio will automatically switch to being from this 2nd device.  

This is how most similar products on the market do it.

 Note:

• Incoming phone calls will interrupt whatever you are doing on your PC, even if your smartphone is on silent mode. You can:

- Decline the incoming call: reject it manually on your smartphone. Once rejected, it will immediately switch back to PC;

- Answer the incoming phone call: press the phone button on the headphones to accept the call.  

- Disconnect the headphones from your phone when in an important online meeting.

• Incoming VoIP calls will NOT interrupt any activities on the device, no matter if it's from the cellphone or PC. There is no notification either. You can't use the buttons on the headphones to switch to the call.
• For older versions of the headphones (T22J1 and before), it may takes 7 seconds to switch from the PC (with the dongle) to the phone. There is a firmware upgrade which reduces it to 3 seconds here: Firmware Update for dongle (DG10)

In Windows 11, there is a USB Power Saving setting that is on by default. Turned it off, and the headset should be staying connected now.

If there is  no sound when you connect the transmitter with your Sony TV via optical cable, please go to the settings of your TV using your Sony TV remote:

1. Press the (Quick Settings) button on the remote control, then select [Settings] — [Display & Sound] — [Audio output] — [Speakers] — [Audio system].

2. If the audio system is not compatible with Dolby Digital or DTS, set [Settings] — [Display & Sound] — [Audio output] — [Digital audio out] to [PCM].

3. Check if the [Digital audio out volume] setting of the TV is at maximum.
Press the (Quick Settings) button on the remote control, then select:
[Settings] — [Display & Sound] — [Audio output] — [Digital audio out volume]

Devices should auto-connect when you turn them back on. If not, unplug the dongle from your PC, and then plug it back in. Or, select “Avantree AH6-P on your smartphone/tablet.

If your Alto Clair 2 set still can't connect, please follow the instructions below to factory reset both the AH6P wireless headphone and the DG10 USB dongle.

Step 1: Factory reset the AH6P

Step 2: Factory reset the DG10

Check Point 1: Have you Connected/Paired it Properly?
Check on your device Bluetooth device list, it should say "Connected" on the menu. If not, please try to pair it to your device again.

Check Point 2: Have you been Switching between APPs?
Sometimes when you're listening to music and a call comes in, the Headphones/Speaker can have issues switching back-n-forth... this is a common Bluetooth issue and happens to every Bluetooth Headphone/Speaker. 
Please choose the headphone/speaker again (if applicable) or reboot the headphone/speaker and pair them up again.

Check Point 3: Have you Charged the Headphone/Speaker?
This might seem like a simple solution but when the device is low on battery, a wide variety of issues may occur. Please make sure that it has sufficient battery level.

If you've checked everything above but still no sound, please try the methods below.

Method 1: Try it on a Different Device.
If you have another phone, another laptop etc... try to connect the Headphone/Speaker to it and see if it works on the other device. 
If yes, it's probably something to do with the settings on your original device, please try again.
If no, please contact us for support, you may have a faulty unit.

Method 2 (For Laptops/Computers): Check the Audio Settings.
For Windows, go into Sound Settings and Sound Control Panel. For Mac, go into Sound Preferences.
Make sure that the Headphone/Speaker you'd like to use has been selected as the Audio Output/Input device.
If you're using a Meeting Software such as Skype or Zoom, you may need to go into the app itself and adjust the settings in there as well.

Method 3: Factory Reset.
If none of the methods above work, please factory reset the Headphone/Speaker and pair again. Please remember to delete the Avantree device from the paired Bluetooth device list on our sound source device, before attempting to pair again.

If factory reset still can't get it to work or if you have any more questions or need further assistance, feel free to contact us at support@avantree.com

Unfortunately, the buttons on the Headphones CANNOT be used to pick up phone calls or mute on your Computer. 

However, if your headphone is connected to your phone and you're using Skype or Zoom on your phone, the buttons will work properly.

This is a general issue among Bluetooth headsets; our engineers are working hard to find a solution that can work around this issue.

When you'd like to MUTE the Microphone however, most of our Bluetooth headsets have independent physical Microphone Mute buttons on the Detachable Microphone.

Headsets that have the physical mute button: Aria (AS90), Aria Pro (AS90P), Aria Podio (AS90T), Aria Me (AS90TA), Audition Mic (AS9M), DG59M, C519M.

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

If your Bluetooth device (headphones, speakers, etc.) cut out frequently or if you can hear static noise when using it with the Adapter, please refer to the methods below to troubleshoot.

Method 1: Make sure your Headphone/Speaker is charged & NOT connected to multiple devices.

Low battery levels may cause the sound to cut out. Please make sure that you've properly charged your device. Also please make sure all previously paired devices are Bluetooth-OFF to avoid interferences. 

Method 2: Unplug the Adapter and try again.

Power off your Bluetooth device and unplug the Adapter from your device. Soft reset often solves a lot of issues instantly.

Method 3: Factory Reset / Clear the pairing history of both devices. 

Factory reset both the Adapter and your Headphone/Speaker, pair them up again.

Method 4: Avoid Physical Obstables.

The Bluetooth signal can be affected by obstacles between the Bluetooth device and your device. Please try to keep the space between your device and the Adapter clear to avoid a shaky Bluetooth connection.

Method 5: Test to see if the audio cut is caused by your internet speed.

If you experience audio cuts when watching on an online source, please test the Leaf with local source and see if the range issue still exists. If not, the cause of the issue could be internet speed related. 

Method 6: Poorly shielded USB 3.0 ports (Blue Color USB) cause radio interference (!!!)

If you use USB 3.0 port (Blue color USB port), please try to use USB2.0 port (Black color USB Port). Refer to "https://www.intel.com/content/dam/www/public/us/en/documents/white-papers/usb3-frequency-interference-paper.pdf"

If this still doesn't solve your issue, please contact us at support@avantree.com.

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.

We have found that Sennheiser's HD-350BT, HD450BT, and CX350BT seem to have connectivity issues with our Trasmitter Adapters.
Common complaints include:

• Hard to reconnect
• Connects but takes a while for sound to come through
• Transmitter shows it's connected via LL but there's still significant audio lag
• Cracking noise

Our testing results have shown that the connectivity issues and the audio lag issue often disappear after a few reconnections.

Nonetheless, other customers have contacted Sennheiser about this, and Sennheiser have admitted that they have some firmware issues (further confirmed on the three headphones' Amazon reviews).

If you encounter issues mentioned above, please also contact Sennheiser's customer support and let them know.

Sennheiser US Technical Support: 1 (952) 392-2132
Sennheiser Support Center:  https://en-us.sennheiser.com/service-support

Unfortunately, the buttons on the Headphones CANNOT be used to pick up phone calls or mute on your Computer. 

However, if your headphone is connected to your phone and you're using Skype or Zoom on your phone, the buttons will work properly.

This is a general issue among Bluetooth headsets; our engineers are working hard to find a solution that can work around this issue.

When you'd like to MUTE the Microphone however, most of our Bluetooth headsets have independent physical Microphone Mute buttons on the Detachable Microphone.

Headsets that have the physical mute button: Aria (AS90), Aria Pro (AS90P), Aria Podio (AS90T), Aria Me (AS90TA), Audition Mic (AS9M), DG59M, C519M.

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

• File: Aria Pro_bin_con_V1.0

Disclaimer: Please contact Avantree Support BEFORE upgrading. If you upgrade your product without prior consultation with Avantree technical support and it breaks due to DFU misoperation, it's not covered under warranty.

Download the DFU file by clicking the link below the table, and preferably save it to the desktop. Or, right-click the link, then select 'open in new tab' if you can't download it by clicking directly.
------------------------------------------------------------------------------------------------------

Then download this tool: Media Product Tool.

1. Unzip the file, and follow the instructions to finish setup. You may be asked to restart your computer here. Please do so.

2. After installation, open the tool. If you can't find it, it's called "MultiMedia Product Tool". A window will pop out, find and select the DFU file that you downloaded before.

2. Plug in the DG10 dongle, then click Replace on the computer.

3. Check the 3 boxes in the screenshot below, then click on the down arrow. The DG10 will start flashing.

4. DFU complete.

After you click the “Close” button, the Firmware Update procedure is done! To pair the dongle with the headphones, please refer to I get a replacement for the dongle, how can I connect it to the headphones?


If you have any questions about the product or the above procedure, please feel free to contact support@avantree.com  

Before conducting the DFU, please read the Avantree Product DFU General Troubleshooting Notes

• File: Alto Clair 2 (1060)_DfuToV2P10

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.

To perform the device firmware upgrade (DFU) on macOS, please refer to this link:
Step-by-Step Device Firmware Update (DFU) Guide for macOS.

For Windows devices, please refer to the following steps:
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file below the table states the function that you need, taking note of where you save it - you'll need it later. Right-click then select 'open in new tab' if you can not download it click directly

Step 2: Enter Headphones into DFU Mode
Please ensure the headphone is power off, then use a USB data cable (Avantree USB cable with gray tip) to connect the headphone to the Windows PC. After that please press both  and buttons for 7 seconds to set the headphone into “upgrade mode”                              

Alternatively (if there's no pop-up) you can also confirm the device's DFU status by checking USB devices in your computer's Device Manager. The headphones will appear as - CSR BlueCore in DFU mode.

Step 3: Download & Install CSR Bluesuite to Perform DFU

Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC       

After you click the “Finish” button, the whole Firmware Update procedure is done! Please unplug your Avantree Alto Clair from the Windows PC, and connect it with an appropriate USB dongle to try! 

Notes:
1. If it shows failed during the DFU, it might be the applied software and product do not match. In this case, please double check it and make sure to use the correct software that matches the product model number.
2. In other cases that the headphone stops responding during DFU, please unplug and replug the charging cable to activate it.

Any questions about product or the above procedure please feel free to contact support@avantree.com  

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.

Are you listening to music and chatting at the same time? Are you playing games with your friends and talking on Discord at the same time? If you're using the headphones in this way, the sound quality will be bad because your headphones do not support the FastStream codec.

FastStream is a type of Bluetooth codec. When you connect a headphone/headset that supports FastStream to an adapter that also supports FastStream, you'll be able to get 16-bit Stereo Quality voice chats - much better than the Mono quality you've been getting through your own headphones. Not only that, but you won't experience a drop in sound quality when gaming and chatting at the same time.

* Important Note*

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

Some of our products like the 90P-ENC, 90B, 130T and 1060 do not support this, as either the headphones or the dongle do not support FastStream. So we recommend the AS90+DG80 to customers who want to listen to music or play games while chatting at the same time. This set of products is perfect for in-game chatting and VOIP calls on PC.

FastStream Headphones we recommend: AS90, AH6B, Aria Pro, NB16.

FastStream Dongles we recommend: DG80, Leaf (DG50), DG60, and C81.

If you're using the Avantree C81 on PS4/PS5, you could use the included 3.5mm mic to get stereo sound quality while talking - How to use the 3.5mm microphone？

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

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.

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.

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.

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

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.

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.

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.

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