Audiplex 2403s Product Support

Prepare the Transmitter and connect it with your Audio source

Option 1: Digital / Optical output - plug optical cable to Transmitter Port ③ and your audio source. Switch Transmitter ON to “Opt” side.

Option 2: Headphone jack output - Plug Aux 3.5mm cable  to Transmitter Port ④ and your audio source. Switch Transmitter ON to “Aux” side.

Option 3: RCA audio output - connect Aux 3.5mm cable  & RCA cable . Then plug 3.5mm cable into Transmitter Port ④ and plug RCA cable into your audio source. Switch Transmitter ON to “Aux” side.
Note Valid RCA port must labeled "Audio OUT"

Prepare the Receiver and connect the Receivers with your audio player:

1. Using Auxiliary input.
Connect wired earphones or each of your audio players with a Receiver (port ⑩) via 3.5mm audio cable. Switch Receiver ON① to “Aux” side.


2. Using Optical input. Note: For batch numbers T22D1 and after, the receiver no longer has the optical input. Where to find the batch number.
Connect each of them with a Receiver (port ⑪) via optical cable. (Extra mini optical cables needed). Switch Receiver ON① to “Opt” side.

The receivers should auto reconnect with the transmitter once turn them on. Once connected, the "Audio" indicator will be solid blue. 

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

1: Transmitter X 1
2: Receiver X 3
3: USB A to Type C Charging Cable for Transmitter X 1
4: 3 in 1 USB A to Type C Charging Cable for Receivers X 1
5: Optical Audio Cable X 1
6. Clip X3
7: AUX 3.5mm Audio Cable X 1
8: AUX 3.5mm Female to RCA Male Adapter X 1

Product Overview

① Power On/Off, Audio input Selector                         ⑦ Charging Port
② Power On Indicator                                                     ⑧ Power On/Connection Indicator
③ Mini Optical Input                                                      ⑨ Volume +/
④ Aux Input                                                                 ⑩ Aux Output
⑤ Pair Button                                                               ⑪ Mini Optical Output
⑥ Battery Indicator        

Function Table

LED Indicator Table     

• Battery - Built-in Rechargeable Lithium polymer battery
• Fully Charge time – 1.5H
• Used time after fully charge - TX:6H, RX:8H(60% volume level). Both TX and RX can work while charging
• Indicators:
  Charging - Power indicator stays on Red
  Fully charged - Power indicator turns OFF
  Low battery - Power indicator flashes Red
• Charging method: using a phone charger (5V/500mA-2A output), PC USB port, TV USB port or any other USB outlet using the included USB Type C cable.

You can connect more receivers with the Audiplex 2403s transmitter

Step 1 - Turn on the TRANSMITTER and get it into PAIRING MODE

1) Slide the switch "Aux/Opt/Off” to "Opt" or "Aux" to power it on.
2) Press and hold the “Pair” button until the "Audio" indicator start flashing BLUE quickly.

The connected receivers will be disconnected once the transmitter in Pairing mode.

Step 2 - Turn on the new RECEIVER and get it into PAIRING MODE

1) Slide the switch "Aux/Opt/Off”  to "Opt" or "Aux" to power it on.
2) Press and hold the “Pair” button until the "Audio" indicator start flashing BLUE quickly.

Keep them within distance and wait for 1-3 seconds, once connected, the indicator on BOTH devices turn SOLID BLUE.

Repeat above instructions to connect more receivers to the transmitter.

Note: For batch numbers T22D1 and after, the receiver no longer has the optical input. Where to find the batch number.

The receivers have been paired with the transmitter already, they should auto reconnect with the transmitter once turn on them. If fail to reconnect, please try as following steps:

Step 1 - Get the transmitter into PAIRING MODE

1) Slide the switch "Aux/Opt/Off” to "Opt" or "Aux" to power it on.
2)Press and hold the “Pair” button until the "Audio" indicator start flashing BLUE quickly.

Step 2 - Get the receiver into PAIRING MODE
1) Slide the switch "Aux/Opt/Off”  to "Opt" or "Aux" to power it on.
2) Press and hold the “Pair” button until the "Audio" indicator start flashing BLUE quickly.

Once connected, the "Audio" indicator on BOTH devices will turn SOLID BLUE. 

If more than one receiver failed to reconnect, please repeat the steps above for each receiver.

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

If you use one of Avantree's 2.4Ghz wireless devices such as the Shift, Quartet, or Audiplex 2403s, you'll know that they’re capable of reducing audio lag down to as low as 30ms, and that they support up to 100 devices to connect to the same environment at the same time! Unfortunately, Wi-Fi routers use the same radio frequencies to communicate, so they often interfere with your Avantree 2.4Ghz devices.

If your WiFi router is close enough to your Avantree devices to cause interference, you may experience the following symptoms:

1. Unable to pair/connect the headphones to the transmitter

2. Crackling/popping noises coming from the headphones while in use

3. Increased latency or audio lag

4. Slower WiFi download speeds

If any of these are happening to you and you have a WiFi router, try the following fixes:

1. (RECOMMENDED) Move your WiFi router to an area in the house where there is less structural interference. You can adjust the position of your router to see how it affects the interference. Move it far enough away from your Avantree 2.4Ghz wireless devices such that you stop experiencing interference.

2. Switch off the router and reset your transmitter. Then, pair your headphones with the transmitter. Once connected, turn the router back on. This may fix your problem in the short run but you may encounter problems again if you bring your devices too close to your WiFi router.

Are you wondering if your Audiplex 2403s' connection is secure? 

Not to worry, your privacy is protected while using the Audiplex 2403s. If someone has a dongle in range, they CANNOT connect to your system.

Here are the only conditions where someone can connect to your system:

1. They need to have the exact same dongle from Avantree
2. You need to allow them to pair with your system

If you don't allow them to pair with your system, they will not be able to connect, even if they have the exact same dongle from Avantree.

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.

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

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

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

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

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

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

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

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

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

Avantree offers the following customer support to help you make the best of our products?

Online DIY Support

1. Visit Product Page - you can find product comparison info, accessories link, Support page link.
2. Product Support page - Guide, Troubleshooting, Q&A Session for each product. (FromAvantree.com > Use Top Right Magnify Class to Search your Product Name > Click Product > Click Support button on the right product > check relevant info on page)
3. Product Video Guide - Step by step (from youtube.com > search product name

Agent Support

1. Submit a Ticket OR File a Claim (1 working day reply)
2. Send an email to support@avantree.com (1 working day reply)
3. Book a call or Screensharing Online Clinic with us and let an agent help you in real-time.
4. Live Chat with Agent (Pacific Standard Time, Mon-Thur 9 am-11 pm, Fri, 9 am-5 pm)
5. Telephone Support (Local Number here)
6. Join our Daily Live Online Zoom Clinic to speed up the troubleshooting process (Time: 11 am - 12 pm PST/ 2-3 pm EST /7-8 pm GMT; 10-15 min for each clinic)

Avantree offers the following native language support?

English
Spanish
Italian
German
French
Chinese

See more details in Warranty Policy and RMA Policy

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

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.

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.

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 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.