To fix this issue, please try the steps below:

1. Make sure the charging case has enough power and reset the earbuds by following the steps below:

  * Open the charging case and take out the earbuds.

  * Press and hold the touch areas of both earbuds simultaneously for 10 seconds.

2. Clear all the pairing records on your phone and re-pair your earbuds. Then turn up the volume of both your computer and earbuds with the music/video to the maximum.

3. Use a Q-tip with a bit of rubbing alcohol to gently clean the metal mesh filter under the rubber ear tips.