If you’re finding one of your earbuds have no audio, or seems to be unresponsive, there’s a couple things we’ll need to attempt to determine the primary issue.

1. First, remove both earbuds from the charging case and close the lid. There should be only one middle LED light that flickers on the case.
2. Now, open the case and place the problem bud into the case by itself and close the lid. If the bud is being recognized by the case properly, you should now see two LED lights on the case. If you do not, then proceed with the troubleshooting. If the LEDS are correct, please skip down to Hard Reset.
3. Next, we’ll need to clean the contact points for the problem bud and the charging pin within the case to make sure nothing has caused a barrier, preventing a proper charge.
4. We'll start the cleaning process by ensuring that your buds are turned off, and your charging case is not plugged into a power source.
5. Now, remove each individual bud from the charging case.
6. Thoroughly wipe each piece down with a dry cloth or q-tip to remove any larger debris.
7. Now use either isopropyl alcohol, a disinfectant wipe, or some warm water with a mild soap and give each component of your buds a gentle wipe down. We recommend utilizing a toothbrush, and/or q-tip, and to pay especially close attention to the contact points used for charging your buds. (Please do not rinse the inside canal of your DROPS out with water!)
8. Once you are done with the cleaning, wipe them down with a dry cloth. (Remember: Do not do this with your case.) Now, leave your buds to let dry.
9. Wipe down your contact points in the charging case with a slightly damp disinfectant wipe or moist towelette/q-tip. Here we are hoping to remove any film and other small debris that may be creating a barrier between the charging contact points on your buds. Now, leave your charging component to dry.
10. Only once all of your components are free of moisture, go ahead and fully charge your buds.

We’ll need to proceed with more technical troubleshooting if cleaning did not resolve, or the primary issue seems to be no audio in the one earbud.

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.