Troubleshooting Guide for Samsung Galaxy Buds

Last Update Date : Mar 20. 2019

If you've encountered an issue with your Samsung Galaxy Buds, please attempt the following solutions to resolve the issue. If problem persists, you can visit our Samsung Service Centre with your device for further assistance.

Troubleshooting guide for Galaxy Buds

AudioClick to Expand

No sound during call

•  Adjust the earbud volume
•  Adjust the volume on the connected device when you cannot hear sounds on your earbuds at full volume

Sound Echoes during call

• Adjust the call volume on the phone, or move to another area

Audio Quality is poor

• For best call & sound quality, ensure an appropriately sized eartips is used
• Wireless network services may be disabled due to issues with the service provider’s network. Ensure to keep the earbuds away from electromagnetic waves
• Ensure that your earbuds and the other Bluetooth device are within the maximum Bluetooth range (10 m). The distance may vary depending on the environment the devices are used in
• You may experience drops in volume or noise depending on the connected device’s volume. To avoid this, appropriately adjust the connected device’s sound
• If the volume is too low (too soft), ensure the Media Volume Sync is enabled in Bluetooth settings

Beeping sound during call ending (after upgrade to Android 9.0 Pie)

Galaxy Buds notifies users with a beeping sound whenever call ended.  Also, if Mobile Device connected Galaxy Buds is running Pie OS, it will forward call end notification to Galaxy Buds. So, user will listen duplicated beeping sounds when end the call.


If you feel uncomfortable to listen, please deactivate Play tone when call ends feature on call settings.

1 Tap Phone
2 Tap More (3 vertical dots)
Tap More
3 Tap Settings
Tap Settings
4 Tap Call alerts and ringtones
Tap Call alerts and ringtones
5 Tap Play tone when call ends and switch to deactivate it
Tap Play tone when call ends and switch to deactivate it

Music playing on Galaxy Buds stop when connected Mobile Device is in sleep mode


This is an intended operation. According to Google CDD (Compatibility Definition Document) policy on Android Pie(9.0) OS, if the music related Application is set as a sleeping Apps, music playing on Galaxy Buds will stop when the connected Mobile Device enters sleep mode.

Applications that are set as Sleeping Apps will never be able to run in the background.

To remove the Application from the Sleeping App List, follow these steps:

1 Tap Settings
2 Tap Device care
3 Tap Battery
Tap Battery
4 Tap More (3 vertical dots) > Settings
Tap More (3 vertical dots) > Settings
5 Tap Sleeping apps
Tap Sleeping apps
5 Highlight the Apps
Highlight the Apps
6 Tap Remove
Tap Remove
Charging CasingClick to Expand

Case is not close properly

•  Ensure that the wing tips or ear tips are put in the right direction. If you attach wing tips or ear tips in the wrong direction, the charging case may not be closed properly


Find out how to attach Ear and Wing Tip on Samsung Buds?


After attachment, please ensure to hook the wing tip’s groove to earbud’s fixation hook and cover the earbud with the wing tip exactly

ConnectionClick to Expand

When Bluetooth connection is not established while connecting Samsung Galaxy Buds to Mobile Device?

• Ensure there are no obstacles, such as walls or electrical equipment, between the devices
• Ensure that the latest version of the Galaxy Wearable App is installed on the Mobile Device
• Ensure that your earbuds and the other Bluetooth device are within the Bluetooth connection range (10 m). The distance may vary depending on the environment the devices are used in
• Restart the Mobile Device and relaunch the Galaxy Wearable App

Connection is not established when connect one Earbud with other new Mobile

If foreign substances enter the inner lens of IR sensor (related to Find my earbuds feature), the feature may not work properly and beeping is not sounded.
 

Furthermore, the following functions related to IR sensor may not also work properly:

• When taking off earbuds from ear, automatic mute may not work properly
• When wearing earbuds, touchpad may not work properly

When Bluetooth Device is not located on the Earbuds

• Close the charging case again and open it to enter the Bluetooth pairing mode
• Ensure that your earbuds and the other Bluetooth device are within the Bluetooth connection range (10 m). The distance may vary depending on the environment the devices are used in

EarbudsClick to Expand

When Earbuds are not working

• The battery may be completely discharged. Charge the battery completely before using the earbuds
• If an earbud’s touch-sensitive sensor does not make contact with your ear, the earbud may not work. Make sure that the touch-sensitive sensor is clean (Remove any obstacle, dust and ear wax from the  touch-sensitive sensor). If you do not hear a sound informing you that the earbuds are detected, remove the earbuds from your ears and put them in again
• If the touchpad does not recognise the earbuds or the earbuds do not work, insert the earbuds into their corresponding slots in the charging case and remove them after seven seconds or more

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