DAC02 Product Support

By now, your transmitter should be connected to your TV / Audio source (Part 1).

Your headphones and transmitter are paired and connected (Part 2).

This Step 3 is to make sure the compatible audio signal is received by the transmitter.

If you are using RCA or AUX connection, you need to adjust TV Sound OUT to 'Headset' or "External speaker". 

Image 1- 3.5mm AUX jack

Image 2- TV RCA audio out(Red/White ports labeled "AUDIO OUT ")

Image 3- TV sound out settings with "Headset" or "External speaker" selected

or

If you are using an Optical or HDMI ARC connetion, you need to:

1. Set TV Sound OUT to "Optical / Digital Audio Out/HDMI ARC."

2. Set Audio Input & Output format to PCM/Stereo (except for Avantree Orbit).

Image 4- TV digital audio out port

Image 5- TV sound settings - optical out

Image 6- TV sound settings - HDMI ARC Out

 Image 7- Set TV audio format to PCM

Please click into your TV brand below and follow the instruction Step-by-step.

* If your TV brand is not listed below, you can do the following

1. check TV manual or google its manual online and find its Audio output port options

2. email support@avantree.com with the picture of your TV back panel ports so we can help. 

Note 3.1 If you are using smart TV's HDMI ARC port, and your Sound output option HDMI ARC / Optical is ONE option, then your optical output will not work with HDMI ARC plugged in.

Fix - use other HDMI port, not the HDMI ARC. 

Note 3.2 If your TV is very OLD and you use Roku, Fire Stick etc. for Netflix, Amazon Prime movies, TV optical port might not be compatible with latest movie audio format and hence no sound for those. (very rare)

Other General Troubleshooting Tips if No Sound after the following set up

RCA / AUX - Plug in a wired headphone to test the sound output. If you cannot hear any sound, then either you are using the wrong port or TV Sound out set wrong. 

Optical

1) OPT is lit up SOLID? 

2) Optical port & optical cable has red light inside?

If the problem persists after all the troubleshooting above, please fill the Toubleshooting Form for No sound/Not working for us to identify the issue faster and solve the problem as soon as we can-

https://avantree.com/troubleshooting-verification/transmitter-tv-headphone-set-no-sound-form

When you have your TV connected to the DAC02, you can only control the volume through the volume knob on the DAC02. The remote will not be able to adjust the volume of your TV.

To connect the DAC02 to your TV, please follow these steps:

Important notice: This DAC is a digital to analog converter only; it can't be an audio amplifier. If you are using the suggested connection and the impedance of your headset/speaker is under 32Ω, we suggest you connect the device to an amplifier to produce sufficient volume.

Step 1: Using the micro-USB cord, plug the DAC02 into a power source (or your TV). Turn the device on with the GREEN switch. The LED on the side of the DAC02 will light up either RED or GREEN depending on its batch. (The color of the LED has zero impact on operation)

Step 2: Using either the Optical or the Coaxial cord, connect one end of the wire to the TV and the other end into the DAC02. The Coaxial cord connects to the YELLOW port and the Optical cord connects to the RECTANGULAR port. These are the only two cords you may use for TV input. 

Step 3: Slide the Optical/Coaxial switch on the side of the DAC02 into the corresponding position. For example, if you are using the Optical cord to connect the DAC02 to your TV output, slide the switch into the "Optical" position.

Step 4: Using either AUX or the RCA RED and WHITE cord, connect the DAC02 to the device you wish to listen from. 

Note: The AUX ports do NOT support professional/high impedance headphones/speakers such as Audio-Technica, Ultrasone, Sennheiser or others with impedance over 32Ω. 

If you have something plugged into the HDMI port on your TV, please check and see if the port you're using is a HDMI ARC port. For most TVs, when something is plugged into the ARC port, its other audio output ports will automatically be muted. Please switch to another HDMI port.

IF you have a sound bar or AVR that's using ARC, please consider switching to Digital Optical instead.

If you cannot hear any audio playing from your headphones/speakers, please follow the methods below for troubleshooting.

Method 1: This item doesn’t support compressed digital audio formats like Dolby or DTS, please set your TV/Blu-Ray/DVD/CD player’s audio format to “PCM/LPCM”. If you have any issues changing the audio format on your TV, please contact your TV manufacturer.

Method 2: Change your TV’s audio OUTPUT setting from TV speaker to "External Speaker" or "External Speakers(optical)". If you have any issues changing the output of your TV, please contact your TV manufacturer. Also make sure that you have plugged in the wires into your TV's OUTPUT ports.

Method 3: Please make sure that the correct input type is selected. Slide input selection switch on DAC02 to “Optical” or "Coaxial", depending on which wire you are using to connect the DAC02 to your TV.

Method 4: Please make sure that the LED indicator of DAC02 is ON. If not, check that the DAC02 is connected to a USB power source and slide the power switch into the “ON” position.

Method 5: Unplug & Plug your connecting cable from your TV. This will make some TVs recalibrate its signal, and often solves the issue.

If you still have unresolved issues or any unanswered questions, feel free to email us at support@avantree.com.

Can't get sound when using TV Box or Cable Box or Video apps? (Applies to Roku TV, Amazon Fire TV, Apple TV, Netflix, Amazon Prime Video, Google Chromecast, Nvidia Shield, DirecTV, Xfinity TV, AT&T U-verse, Dish Network and more) Please click your device below and check the settings step by step.

If the problem persists after all the troubleshooting below, please contact us via support@avantree.com

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

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.

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.