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Troubleshooting the Level Active Earbuds (EO-BG930)

If you are experiencing problems with your headset, please try the following before contacting a Samsung Service Center.

Your Headset Does not Turn On

  • If the battery is dead, your headset wil not turn on. Charge the battery before turning on the headset.

Your Headset Freezes

  • If you experience any problems with the headset's audio, such as freezing or distortion, try turning the headset off and then back on.

  • If the headset still experiences problems, disconnect and then reconnect the bluetooth connection. 

  • If the problem still persists, contact a Samsung Service Center.

The Battery Does not Charge Properly (For Samsung-Approved Chargers)

  • Make sure that the charger is connected properly.

  • If the problem still persists, contact a Samsung Service Center.

Another Bluetooth Device Cannot Locate Your Headset

  • Make sure your headset is in Bluetooth pairing mode (LED flashes red and blue).

  • Restart your headset and search again for the headset on the Bluetooth device.

  • Make sure your headset and the Bluetooth device are within the connection range (32 feet).

  • If the problem still persists, contact a Samsung Service Center.

Your Headset Cannot Connect to Another Bluetooth Device

  • Make sure your headset and the Bluetooth device are within the connection range (32 feet).

  • Disconnect all paired devices on the Bluetooth device you want to connect with. Then, try to connect again.

Bluetooth Connection is Often Disconnected

  • The connection range may be reduced if there are obstacles between the devices.

  • Make sure your headset and the Bluetooth device are within the connection range (32 feet).

  • Electromagnetic waves can affect the connection. Try using the headset when there are less wireless devices around.

You Cannot Hear Others Speaking

  • Try adjusting the headset's volume.

  • If your headset is set to the maximum volume, try adjusting the volume on the connected device.

Sound Echoes During a Call

  • Try adjusting the volume on the headset or move to another area.

Others Cannot Hear You Speaking on a Call

  • Make sure the microphone is turned on.

  • Make sure the built-in microphone is not covered.

Audio Quality is Poor

  • Electromagnetic waves can affect the connection. Try using the headset when there are less wireless devices around.

  • Make sure your headset and the Bluetooth device are within the connection range (32 feet).

  • Depending on the connected device's volume, you may experience drops in volume. Try adjusting the connected device's volume.

The Headset Works Differently as Described in the Manual

  • The available functions may vary depending on the connected device.

  • Some features are disabled when two devices are connected with the headset simultaneously. 

The Battery Depletes Faster Than When First Purchased

  • If the battery or headset is exposed to very hot or very cold temperatures, the battery life may be reduced.

  • The battery life will get shorter over time and through extended use.

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