Weak or distorted audio can happen if there is wax/debris build up in the canal of your DROPS.

Here are a few tips for cleaning your ears after every use:

• First rub down your DROPS with wipes. Be sure to cover the ear canals so no liquid gets in.
• Carefully use a wax cleaning tool to remove debris. If you do not have your cleaning tool, a dry toothbrush will work as well (Do not rinse the inside of your DROPS with water).
• When cleaning the canal, hold the earbud with the opening at the bottom so that wax particles fall out and away (downward from the monitor) instead of into the device.
• Use a dry toothbrush to scrub the outside of your monitors.
• After using the DROPS, wipe them dry real quick before you put them away.

After cleaning and you notice your audio issues are still unresolved, we’ll need to proceed with some technical troubleshooting. Please follow the instructions below on how to perform a hard reset, factory reset, and firmware update.

Hard Reset:

1. Removing both earbuds from the charging case, long press the face button on both earphones at the same time for at least 13 seconds.
2. Place back into the case and close the lid.
3. Open the lid and they should be ready to connect.

Factory Reset:

1. First, you’ll want to delete and previous connection with your UE Drops from the Bluetooth menu of your device before starting.
2. Place the buds back in the case, make sure the case remains open during this process.
3. Press the case button for about three seconds and release. You should see one light, then three rapidly flashing LEDs.
4. Push the case button two times rapidly.
5. You should see three flashing orange lights.
6. Wait for the LEDs to go back to the three rapidly flashing the same color they were in step 5 (about 10 seconds).
7. Your buds should now be ready to pair (connect to Bluetooth).

Firmware Update:
Updates can be accessed from the settings menu from the UE DROPS app.

1. You’ll need to make sure your UE DROPS are connected and are recognized on the app to get the firmware update to initiate.
2. From the home screen, scroll down to the bottom and select Device > Firmware.
3. Here, you can see the latest version of firmware, as well as if there’s a firmware update available for your UE DROPS to perform.