Sennheiser Product Support
Top Questions
- Audio Delay / Lag - Visual Not Synced with Audio, Echo with TV Speaker
Audio latency is, essentially, the time it takes for audio data to move from your audio source to your headphones. Wired headphones produce an imperceptible amount of lag—about 5-10ms worth. Within this 5-10ms window, your phone or computer processes the digital audio data, converts said data to an analog audio signal, and then streams the signal through your headphones or speakers.
Bluetooth devices spend a lot more time to do this “processing”. The source device compresses the data and wirelessly transmits it. Then the headphones or speakers receive the data and decompresses it.
The wireless communication program is called a “Codec”. It acts like a specific language that the sender and the receiver agree to communicate with. Different codecs lead to different audio delay times.
Bluetooth Audio Codec
Audio delay
aptX™ HD
≥ 250ms
aptX™ Low Latency
~ 40ms
aptX™
~ 70ms
FastStream
~ 40ms
SBC (Sub Band Codec)
~ 220ms
To benefit from the lowest amount of audio delay, BOTH the sender and the receiver must support either the aptX Low Latency or the Fast Stream Codec. If only one side supports aptX Low Latency but the other side does not, the streaming will use the next available codec supported by both devices, such as SBC or aptX. You will find that your Bluetooth audio and TV speaker audio are not in sync.
How do you confirm whether your Bluetooth headphones support the aptX Low Latency or FastStream codec? Simply check its specifications in its product listing or manual. Apple Headphones and nearly all true wireless earbuds do not support aptX Low Latency. Some headphones claim that they do, unless they are a reputable brand, you still need to double check from Certified aptX Low Latency device list from www.aptx.com.
There is another factor that you need to keep in mind regarding audio delay, which is Codec priority. Many Bluetooth devices have a Codec "priority" list, meaning that it prioritizes using some Codecs over others when connecting to other devices. For example, the DG80 Dongle's Codec priority goes like this: 1.FastStream, 2.aptX low latency, 3.aptX, 4.SBC. When connecting with other devices, the dongle will go through these codecs one by one until it finds one that is supported by the device it's connecting to.
Where this gets tricky is if you are connecting multiple devices to each other. Bluetooth devices will use the lowest common denominator supported by all devices, not necessarily the fastest codec. This can result to a slower codec being used, even though your headphones support a faster codec. Read more here.
If you suspect that this is an issue, a fix is to factory reset / clear the pairing history of the devices experiencing audio delay. This may fix the issue.
What if my headphone is not low latency supported? You have the following options:
1. Change to a Low Latency supported headphone;
2. Get a headphone / transmitter Set. We have plenty of options HERE.
3. Live with the slight lip sync delay.
Was this article helpfulStill need help? Please email us at support@avantree.com
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All Questions
- Set Up Procedure
- Part 3. Adjust TV Audio Settings (Samsung, LG, Sony, VIZIO, Panasonic...)
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
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
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- Part 3. Adjust TV Audio Settings (Samsung, LG, Sony, VIZIO, Panasonic...)
- Basic & Advanced Functions
- How to Use Sennheiser Headphones/Speakers with an Avantree Transmitter
Step 1: Get your Sennheiser Headphone / Speaker into Bluetooth Pairing Mode.
Different products tend to have a different-looking pairing mode... but not to worry, see below for the pairing mode for a list of Sennheiser's most popular products.
- Sennheiser HD 4.50 BTNC (and HD 4.40): This product supports aptX codec. To enter pairing mode, make sure that the headphone has been turned OFF. Press & hold the power button for 4 seconds until you see the LED indicator flashing RED & BLUE.
- Sennheiser PXC 550 Wireless: Press & hold the EffectMode Control button for 4 seconds or until you hear tones and the voice prompt "pairing". The LED indicators will flash WHITE in sequence.
- Sennheiser HD1 M2 AEBT: This product supports aptX-HD codec. To enter pairing mode, please make sure that the headphone has been turned OFF. Press & hold the power button until you hear a "pairing" voice prompt. The LED indicator will flash RED & BLUE.
- Sennheiser Momentum True Wireless: Put the headphones on. Simultaneously touch and hold the right and the left touch control panels for 5 seconds until you hear the voice prompt “Pairing” and a beep.
Step 2: Put your Avantree Bluetooth transmitter into Pairing Mode as well.
Please refer to its user guide if you're not sure how. With both devices in pairing mode, keep them close to each other and give them a few seconds. Please check their respective LED indicators to make sure that they've connected.Please contact us at support@avantree.com if you have any question.
In case you prefer Learning through Videos:
Please contact us at support@avantree.com if you encounter any issue.Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Sennheiser HD 4.50 BTNC (and HD 4.40): This product supports aptX codec. To enter pairing mode, make sure that the headphone has been turned OFF. Press & hold the power button for 4 seconds until you see the LED indicator flashing RED & BLUE.
- How to Use Sennheiser Headphones/Speakers with an Avantree Transmitter
- Troubleshooting
- Streaming Device / Cable Box No Sound (Roku, Apple TV, Amazon Fire etc.)
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
- AMAZON FIRE TV No Sound
Here is step by step Video guide FYI - No Sound when watching Amazon Fire TV - How to Solve?
Step 1: Select "Setting" menu on your TV
Step 2: Select "Display & Sounds"
Step 3: Select "Audio"
Step 4: Select "Dolby Digital Output"
Step 5: Select "Dolby Digital Plus OFF"
Step 6: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)
Was this article helpful?> - APPLE TV No Sound
Here is step by step Video guide FYI - No Sound when watching Apple TV - How to FIX?
Step 1: Click the MENU button on your Apple TV remote
Step 2: Scroll down and select "Settings"
Step 3: Scroll down and Select "Video and Audio"
Step 4: Scroll down and Go into "Audio Format"
Step 5: Click on "Change Format"
Step 6: Choose "Change Format" again
Step 7: Click on "New Format"
Step 8: Change it to "Stereo"
Step 9: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)
Was this article helpful?> - AT&T UVERSE TV No Sound
If you use AT&T U-verse as your main TV source and you can't get a sound through your Bluetooth Headphones/Speaker, please follow the methods below to troubleshoot.
Method 1: Adjust the HDMI Input Format.
- Click the MENU button on your AT&T Remote Control.
- Scroll down and select Options.
- Choose "Audio/Language".
- Go into "Digital Audio Output".
- Select STEREO and then hit Save.
-
Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)
Method 2: Check the back of your U-verse Box, Use a Built-in Audio Port Instead.If Method 1 didn't work, try this. All U-verse boxes should have some sort of audio output port on the back. Plug your audio adapter into one of these instead of the ones on your TV.
If this still doesn't work, please give us a call or contact us at support@avantree.com.Was this article helpful?> - Click the MENU button on your AT&T Remote Control.
- NVIDIA SHIELD TV No Sound
Step 1: Click the MENU button on your Nvidia TV remote
Step 2: Scroll down and select "Device Preferences."
Step 3: Scroll down and Select "Display & Sound."
Step 4: Scroll down and Go into "Advanced Sound Settings."
Step 5: Click on "Available Formats."
Step 6: Choose "None: Never Use Surround Sound."
Step 7: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)
If you prefer Learning through video, this should help:
Was this article helpful?> - ROKU TV No Sound
Here is step by step Video guide FYI - Roku TV No Sound - How to Fix?
Step 1: Select "Setting" menu on your TV
Step 2: Select "Audio"
Step 3: Select "HDMI"
Step 4: Select "PCM-Stereo"
Step 5: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)
Was this article helpful?> - XFINITY TV No Sound
If you use Xfinity TV as your main TV source and you can't get a sound through your Bluetooth Headphones/Speaker, please follow the methods below to troubleshoot.
Method 1: Adjust the HDMI Input Format.
- Click the XFINITY button on your Xfinity TV Remote Control.
- Scroll to the Gear Icon.
- Choose "Device Settings".
- Select "Audio".
- Go into "HDMI Audio Output" and switch it to "STEREO."
-
Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)
Method 2: Check the back of your Xfinity Box, Use a Built-in Audio Port Instead.If Method 1 didn't work, try this. All Xfinity boxes should have some sort of audio output port on the back. Plug your audio adapter into one of these instead of the ones on your TV.
However, you're going with this method, please remember to do the following...
- Go back into "Audio" Settings Menu.
- And Change the "Digital Audio Output" to "Stereo/PCM."
If you prefer learning through video, this may help.
If this still doesn't work, please give us a call or contact us at support@avantree.com.Was this article helpful?> - Click the XFINITY button on your Xfinity TV Remote Control.
- XIAOMI MI BOX No Sound
Step 1: Click the MENU button on your XIAOMITV remote and go into the Gear Icon
Step 2: Scroll down and select "Device Preferences."
Step 3: Scroll down and Select "Sound."
Step 4: Scroll down and Go into "Digital Audio Format."
Step 5: Set it to "PCM."
Step 6: Go Back to "Sound."
Step 7: Scroll to "Dolby Sounds" and switch it to OFF.
Step 8: Adjust Settings on your Actual TV (Samsung, LG, Sony... etc.)
If you prefer Learning through video, this should help:
Was this article helpful?>
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - AMAZON FIRE TV No Sound
- Audio Delay / Lag - Visual Not Synced with Audio, Echo with TV Speaker
Audio latency is, essentially, the time it takes for audio data to move from your audio source to your headphones. Wired headphones produce an imperceptible amount of lag—about 5-10ms worth. Within this 5-10ms window, your phone or computer processes the digital audio data, converts said data to an analog audio signal, and then streams the signal through your headphones or speakers.
Bluetooth devices spend a lot more time to do this “processing”. The source device compresses the data and wirelessly transmits it. Then the headphones or speakers receive the data and decompresses it.
The wireless communication program is called a “Codec”. It acts like a specific language that the sender and the receiver agree to communicate with. Different codecs lead to different audio delay times.
Bluetooth Audio Codec
Audio delay
aptX™ HD
≥ 250ms
aptX™ Low Latency
~ 40ms
aptX™
~ 70ms
FastStream
~ 40ms
SBC (Sub Band Codec)
~ 220ms
To benefit from the lowest amount of audio delay, BOTH the sender and the receiver must support either the aptX Low Latency or the Fast Stream Codec. If only one side supports aptX Low Latency but the other side does not, the streaming will use the next available codec supported by both devices, such as SBC or aptX. You will find that your Bluetooth audio and TV speaker audio are not in sync.
How do you confirm whether your Bluetooth headphones support the aptX Low Latency or FastStream codec? Simply check its specifications in its product listing or manual. Apple Headphones and nearly all true wireless earbuds do not support aptX Low Latency. Some headphones claim that they do, unless they are a reputable brand, you still need to double check from Certified aptX Low Latency device list from www.aptx.com.
There is another factor that you need to keep in mind regarding audio delay, which is Codec priority. Many Bluetooth devices have a Codec "priority" list, meaning that it prioritizes using some Codecs over others when connecting to other devices. For example, the DG80 Dongle's Codec priority goes like this: 1.FastStream, 2.aptX low latency, 3.aptX, 4.SBC. When connecting with other devices, the dongle will go through these codecs one by one until it finds one that is supported by the device it's connecting to.
Where this gets tricky is if you are connecting multiple devices to each other. Bluetooth devices will use the lowest common denominator supported by all devices, not necessarily the fastest codec. This can result to a slower codec being used, even though your headphones support a faster codec. Read more here.
If you suspect that this is an issue, a fix is to factory reset / clear the pairing history of the devices experiencing audio delay. This may fix the issue.
What if my headphone is not low latency supported? You have the following options:
1. Change to a Low Latency supported headphone;
2. Get a headphone / transmitter Set. We have plenty of options HERE.
3. Live with the slight lip sync delay.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Use with Bluetooth Headphones (Airpods, Beats, Bose, SONY, JBL, Jabra, ...) and troubleshooting
Avantree Bluetooth transmitter / adapters work with most Bluetooth receiving devices on the market. Please make sure the device is put into pairing mode when you try to pair / connect them.
Note 1.Bluetooth device does NOTenters pairing mode automatically after its first pairing. You need to MANUALLY put it into pairing mode. Click your product brand below for details.
Note 2. Most Bluetooth device re-connect to its last paired device automatically when turned on. Please TURN OFF Bluetooth Funciton of all devices which previously paired with it.
Note 3. If pairing does not happen as expected, or paired and conencted, but abnormal behavior, then please try to Clear Pairing History of your Bluetooth Headphones / Speakers. This is a very helpful step. Click your product brand below for details.
Other Useful Links:
Will I still have audio delay when using Avantree transmitters?
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Back to Top - Issue with Sennheiser aptX Low Latency Headphones
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-supportWas this article helpfulStill need help? Please email us at support@avantree.com
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- Streaming Device / Cable Box No Sound (Roku, Apple TV, Amazon Fire etc.)
- Device Firmware Update (DFU)
- Optional Patch for Oasis Plus (TC500P) - Get rid of "Crackling Noise" on aptX Low Latency Headphones
Firmware Version:
TC500P FS priority Release Date:
October 19th, 2020
For Products:
Oasis Plus(TC500P)
Applicable LOT Number:
After (including) 20D2 Changelog:
FIXED Crakling Noise issue when used with aptX Low Latency Headphones.
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.
Step 1: Device Firmware Upgrade (DFU) File
Please download the upgrade firmware file to your computer noting the save path. Please note you can not open this file directly, just to save and choose when you upgrade.
File: TC500P FS priority
Step 2: Enter Oaisis Plus into DFU ModeConnect Avantree Oasis Plus to PC via a Micro USB sync & charge cable. (The usb cable coming with Oasis plus is just for charging).
Power on, Press both
Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC
For Mac Computer - Please follow the steps in Step-by-Step Device Firmware Update (DFU) Guide for macOS
Note: To revert to the previous version of firmware, please perform the DFU procedure again using this file TC500pBT50_APTXLLHD-first-priority
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Audikast Plus (TC418P) Firmware Patch - Fix "Crackling Noise" on aptX Low Latency Headphones
Firmware Version:
DFU to FS/aptX priority
Release Date:
Oct. 19th, 2020
For Products:
Audikast Plus(TC418P)
Applicable LOT Number:
Afer (including) 20D2
Changelog:
• FIXED Crackling Noise issue with aptX Low Latency Headphones.
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.
Note: The cracking noise was only happen under aptX LL mode, pls note that this DFU fixes the problem by prioritizing FastStream or aptX codec than aptX LL. Which means when you completed this upgrade, they will not work under aptX LL codec. If you mind this, pls DO NOT upgrade.
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file, taking note of where you save it - you'll need it later.File: TC418P - DFU to FS/aptX priority
Step 2: Enter Audikast Plus into DFU ModeConnect the transmitter to a Windows Computer / Mac via the provided GRAY micro USB charging and DATA cable.
Power on, Press & hold both "1" and "2" buttons for about 15 secs until the LED indicators turn PINK.
Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in How to Conduct Firmware Update (DFU).
For Mac Computer - Please follow the steps in How to Conduct Firmware Update (DFU).
Note: To revert to the previous version of firmware, please perform the DFU procedure again using this file: TC418p_APTXLL-first-priority
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - DG60 Firmware Patch (V2.2) - Fix Noise Issue with Sennheiser aptX LL Headphones
Firmware Version:
DFU to Aptx priority
Release Date:
October 17th, 2020
For Products:
DG60
Applicable LOT Number:
ALL
Changelog:
• FIXED Crakling Noise issue with aptX Low Latency Headphones.
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.
Step 1:Device Firmware Upgrade (DFU) File
Download the DFU file, taking note of where you save it - you'll need it later.File: DG60-DfuTo APTX priority
Step 2: Enter DG60 into DFU ModePlug the Avantree DG60 into the USB port of your PC , didn't connect any devices, press MFB button for 15S until you see ORANGE LED is on.
Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC
For Mac Computer - Please follow the step in Step-by-Step Device Firmware Update (DFU) Guide for macOSPlease feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Optional Patch for DG80 - Make aptX Low Latency codec as the top priority one
Firmware Version:
202210
Release Date:
Oct 27th, 2022
For Products:
DG80
Applicable LOT Number:
21L1 and after
Changelog:
Make aptX Low Latency codec as the top priority one 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.
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file, taking note of where you save it - you'll need it later.File: DG80-DfuTo202210
Step 2: Enter DG80 into DFU ModePlug the Avantree DG80 into the USB port of your PC ,didn't connect any devices, press MFB button for 10s until the LED is off.
Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC
For Mac Computer - Please follow the steps in Step-by-Step Device Firmware Update (DFU) Guide for macOS
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Optional Patch for Oasis B (BTTC-500-D) - Get rid of "Crackling Noise" on aptX Low Latency Headphones
Firmware Version:
Oasis B (TC500-D) FS priority Release Date:
July 5th, 2021
For Products:
Oasis B(TC500-D)
Applicable LOT Number:
ALL Changelog:
FIXED Crakling Noise issue when used with aptX Low Latency Headphones.
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.
Step 1: Device Firmware Upgrade (DFU) File
Please download the upgrade firmware file to your computer noting the save path. Please note you can not open this file directly, just to save and choose when you upgrade.
File: TC500-D FS priority
Step 2: Enter Oaisis Plus into DFU ModeConnect Avantree Oasis B to PC via a Micro USB sync & charge cable. (The usb cable coming with Oasis B is just for charging).
Slide the Power/Mode Switch to "Bluetooth" to power on, Press both
Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC
For Mac Computer - Please follow the steps in Step-by-Step Device Firmware Update (DFU) Guide for macOS
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Audikast Plus (TC418P) Firmware Patch - Fix Dual Link Reconnection & Locking Issue
Firmware Version:
DFU to Support Dual Link Auto-Reconnection and Locking
Release Date:
May. 20th, 2022
For Products:
Audikast Plus(TC418P)
Applicable LOT Number:
Afer (including) 20D2
Changelog:
• FIXED reconnection and locking issues for two headphones
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.
With this firmware update, you can now lock two headphones to your TC418P. This will improve connection stability and auto-reconnection issues when using two headphones.
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file, taking note of where you save it - you'll need it later.File: TC418P - DFU to Support Dual Link Auto-Reconnection and Locking
Step 2: Enter Audikast Plus into DFU ModeConnect the transmitter to a Windows Computer / Mac via the provided GRAY micro USB charging and DATA cable.
Power on, Press & hold both "1" and "2" buttons for about 15 secs until the LED indicators turn PINK.
Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in How to Conduct Firmware Update (DFU).
For Mac Computer - Please follow the steps in How to Conduct Firmware Update (DFU).
Note: To revert to the previous version of firmware, please perform the DFU procedure again using this file: TC418p_APTXLL-first-priority
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Optional Patch for C81 - Make aptX Low Latency codec as the top priority one
Firmware Version:
202210
Release Date:
Oct 27th, 2022
For Products:
C81
Applicable LOT Number:
ALL
Changelog:
Make aptX Low Latency codec as the top priority one 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.
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file, taking note of where you save it - you'll need it later.File: C81-DfuTo202210
Step 2: Enter C81 into DFU ModePlug the Avantree C81 into the USB port of your PC ,don't connect to any devices, press MFB button for 10s until the LED is off.
Step 3: Download & Install CSR Bluesuite to Perform DFU
For Windows PC - Please follow the steps in Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC
For Mac Computer - Please follow the steps in Step-by-Step Device Firmware Update (DFU) Guide for macOS
Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.
Was this article helpfulStill need help? Please email us at support@avantree.com
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- Optional Patch for Oasis Plus (TC500P) - Get rid of "Crackling Noise" on aptX Low Latency Headphones
- Technical Knowledge
- General Bluetooth Information
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
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Back to Top
- General Bluetooth Information
- General Information
- What Kind of Customer Support does Avantree Offer?
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 nameAgent 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
ChineseSee more details in Warranty Policy and RMA Policy
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - What's Avantree RMA Procedure / 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:
- The RMA return unit will be equivalent to or better than the condition of the defective unit
- 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.
- 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - What's Avantree's General Return & Warranty 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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Where to find Batch Number/LOT Number?
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.
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Where to buy and where will you ship it from?
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.
USA
Online Store： avantree.com; amazon.com;walmart.com;www.newegg.com
Warehouse: USA Avantree Warehouse OR Amazon Warehouse
Estimate Delivery Time: 2-5 Business Days
Free Shipping Rule: free shipping ≥ $14.99
Shipping Fees: $5 for order <$14.99
Canada
Online Store：avantree.com/ca; amazon.ca; www.walmart.ca
Warehouse: Amazon CA Warehouse
Estimate Delivery Time: 3-7 Business Days
Offline Stores：Canada Computers
Free Shipping Rule: free shipping ≥ CA$29.99
Shipping Fees: CA$5 for order < CA$29.99
UK
Online Store：avantree.com/uk;www.amazon.co.uk
Warehouse: Amazon UK warehouse
Estimate Delivery Time: 3-7 Business Days
Free Shipping Rule: free shipping ≥ £29.99
Shipping Fees: £5 for order < £29.99
Germany
Online Store：avantree.com/eu；amazon.de
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-7 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
France
Online Store：avantree.com/eu; www.amazon.fr
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Italy
Online Store：avantree.com/eu;www.amazon.it
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Spain
Online Store：avantree.com/eu; www.amazon.es
Warehouse: Amazon EU warehouse
Estimate Delivery Time: ：3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Bulgaria
Online Store： avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it;
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Cyprus
Online Store：avantree.com/eu; amazon.de;
www.amazon.es; www.amazon.fr; www.amazon.it;
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Poland
Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Some Countries of Europe (including Austria, Belgium, Czech Republic, Denmark, Estonia, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Portugal, Slovakia, Slovenia)
Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Romania
Online Store：avantree.com/eu;amazon.de;www.amazon.es;
www.amazon.fr;www.amazon.it;www.emag.ro
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Finland
Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it; www.emag.ro
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Sweden
Online Store：avantree.com/eu; amazon.de; www.amazon.es; www.amazon.fr; www.amazon.it
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Norway
Online Store： avantree.com/me
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Day
Free Shipping Rule: free shipping ≥ $29.99
Shipping Fees: €5 for order <$29.99
Netherlands
Online Store：avantree.com/eu; amazon.nl; www.bol.com; www.prifri.be;
Warehouse: Amazon EU warehouse
Estimate Delivery Time: 3-10 Business Days
Free Shipping Rule: free shipping ≥ €29.99
Shipping Fees: €5 for order <€29.99
Australia
Online Store：avantree.com/au; www.amazon.com.au;www.ebay.com.au;
www.radioparts.com.au;Gadgets4Geeks.com.au
Warehouse: Amazon AU warehouse
Estimate Delivery Time: 3-7 Business Days
Free Shipping Rule: free shipping ≥ A$29.99
Shipping Fees: A$5 for order < A$29.99
New Zealand
Online Store：avantree.com/me
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.99
Shipping Fees: $5 for order <$29.99
Singapore
Online Store: avantree.com/me; www.lazada.com.sg; amazon.sg
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.99
Shipping Fees: $5 for order <$29.99
UAE
Online Store：avantree.com/me
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.99
Shipping Fees: $5 for order <$29.99
Israel
Online Store：avantree.com/me;www.netbitct.co.il;
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.99
Shipping Fees: $5 for order <$29.99
Japan
Online Store：avantree.com/me; www.amazon.co.jp; shopping.yahoo.co.jp
Warehouse: China warehouse
Estimate Delivery Time: :10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.9
Shipping Fees: $5 for order < $29.9
South Korea
Online Store：avantree.com/me;www.gmarket.co.kr
Warehouse: China warehouse
Estimate Delivery Time:10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.9
Shipping Fees: $5 for order < $29.9
Thailand
Online Store：avantree.com/me;
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.9
Shipping Fees: $5 for order < $29.9
Malaysia
Online Store：avantree.com/me; www.shopee.com.my
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Days
Offline Stores: POWER CELLULAR ACC. SUPPLY Malaysia
Free Shipping Rule: free shipping ≥ $29.99
Shipping Fees: $5 for order <$29.99
Russia
Online Store：avantree.com/me; www.avantronics.ru ; https://smartiq.ru
Warehouse: China warehouse
Estimate Delivery Time:10-30 Business Days
Free Shipping Rule: free shipping ≥ $29.9
Shipping Fees: $5 for order < $29.9
Switzerland
Online Store：avantree.com/me; www.matsmobile.ch; www.aliexpress.com
Warehouse: China warehouse
Estimate Delivery Time: 10-30 Business Days
Offline Stores: CarCom www.carcom.ch
Free Shipping Rule: free shipping ≥ $29.99
Shipping Fees: $5 for order <$29.99
Hong Kong SAR China
Online Store：avantree.com/hk;
Warehouse: China warehouse
Estimate Delivery Time: 3-7 Business Days
Free Shipping Rule: free shipping ≥ HKD$99
Shipping Fees: HKD$20 for order < HKD$99
South Africa
Online Store：avantree.com/za;
Warehouse: South Africa warehouse
Estimate Delivery Time: 3-7 Business Days
Free Shipping Rule: free shipping ≥ R$499
Shipping Fees: R$90 for order <R$499
Mexico
Online Store：amazon.com.mx; www.mercadolibre.com.mx
Warehouse: US Amazon warehouse
Estimate Delivery Time: 3-10 Business Days
Taiwan
Online Store：avantree.com.tw; tw.buy.yahoo.com; www.eclife.com.tw;
Warehouse: Taiwan warehouse
Estimate Delivery Time:3-7 Business Days
Offline Stores:
1. yardiX shuwei shangpinguan No.400 Huanbei Road, Zhongli, Taoyuan, Taipei;
2. Fayake Taipei Nanxi Store The 9th Floor, No 12 Nanjing west road, Taipei;
3. Avantree QIqu guan (Chuqu guan) No 400 Huanbei Road,Zhongli, Taoyuan Taipei
Free Shipping Rule: free shipping ≥ NT$149
Shipping Fees: NT$80 for order <NT$149
Others (Not Listed)
Online Store：www.aliexpress.com;
Warehouse: China warehouse
Estimate Delivery Time: 15-25 Business Days
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.Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Other Order Related Questions
If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.
- Are there any promotions or discounts?
Generally, a new user can enjoy the 5% discount after registration.
If we have any promotion campaigns, you could find it easily on our home page.
Or you can contact our support team support@avantree.com for more information.
Was this article helpful?> - Can I change the delivery address?
Sorry, you can not change the delivery address once you place the order. If you would like to ship to another address, you could choose to cancel the current order and place a new order instead.
Was this article helpful?> - Can not place an order with a credit card?
The billing address you filled in might not match the actual credit card billing address, please check if you fill in the correct address.
If it shows “Error Code: 2046 declined”, which means the bank does not support debiting, and you need to contact the bank. You could try with another card or pay by PayPal.
Credit card payment does not support AMEX. Maybe you can change another credit card (Visa or Master)or pay with Paypal.
Was this article helpful?> - How long will the tracking number be available after shipping?
The tracking number for the orders will be notified by email within 1-3 working days after delivery. (Note: For some orders from the US, EU, UK, CA, AU, we are not able to provide a tracking number due to FBA shipment. It usually will take 3-5 business days to deliver to you after you receive the shipment notification.)
Was this article helpful?> - How to buy the accessory?
Method 1
You can search the accessory name in the search box and try to find what you want to buy. For example, you can type “AS9P earpads” in the search box, and click the “products” button on the search result page. Then it will display all the related products for your option.
Method 2
Find related accessories on the product page.
Method 3
Go to the product support page, finding the "accessories bar" and click it.
Contact support@avantree.com for more information.
Was this article helpful?> - Unable to submit Product/Warranty registration or unsuccessful registration?
All products bought from avantree.com are automatically registered and covered by our full 24-month warranty. No registration needed. For orders purchasing from other marketplaces, our support team will contact you and confirm your registration manually by email when you can’t register successfully. If not, please contact our support team support@avantree.com directly.
Was this article helpful?> - When will the out-of-stock products be available?
You can contact our support team support@avantree.com for the specific delivery time redirectly.
Was this article helpful?> - Why is there not “Add To Cart” Button?
There won’t be an “Add To Cart” or “Buy Now” button on the page when the product is out of stock, and you can not place an order.
Was this article helpful?>
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - Are there any promotions or discounts?
- Product/Warranty Registration Questions Has question about product registration? Please Check below.
- How to find order numbers for your Amazon or Walmart orders?
Product Registration Link: https://avantree.com/product-registration
If you’re not sure the order number for your Amazon/Walmart Order, you can follow this guide to find it out.
Amazon order
Method 1:
1. Login into Amazon and click the right-top-corner button “Account&List button”.
2. Find and click the button “orders” under “Your Account”.
3. You can see all orders you placed on Amazon. Locate to the order in which you purchase Avantree products and find the order number at the right top corner of that order.
Method 2:
You can find the order number in the order confirmation email from Amazon after placing the order.
Walmart Order
Method 1:
1. Login into Walmart and click the button “Account” at the right-top corner.
2. Find and click the “Track Order”
3. You can check the order you placed in the purchase history. Locate to the order in which you purchase Avantree products and find the “order number” on the bar under the purchased date.
Method 2：
You can find the order number in the order confirmation email from Walmart after placing the order.
Was this article helpful?>
Was this article helpfulStill need help? Please email us at support@avantree.com
Back to Top - How to find order numbers for your Amazon or Walmart orders?
- What Kind of Customer Support does Avantree Offer?
