If your Q31i is connected but produces no sound, it is usually caused by the audio output not being directed to the headphone, audio being preempted by a second connected device, an outdated system or driver, or a device compatibility issue. Most cases can be resolved by following the steps below in order.

Before You Start: Please make sure the headphone is powered on and connected to a device.

Troubleshooting Steps:

1. Check the audio output settings:

1. The way to check the audio output varies by device—below are the steps for phones and computers.

2. Phone: While playing music, check whether the audio output device in the notification bar is the headphone.

3. Computer: Right-click the volume icon in the bottom-right corner → open Sound settings → check whether the output device is set to the headphone.

2. Rule out interference from other devices: The headphone supports dual-device connection. Check whether the headphone is connected to another device (such as a tablet or computer) that has preempted the audio. Open the soundcore app and check "Dual device connection". If a second device is found, disconnect it and try again

3. Update the system or driver: Confirm that your phone or computer system is up to date. Computer users can try updating the Bluetooth driver (such as Realtek or Intel Bluetooth drivers).

4. Test with another device: Connect the headphone to another phone or computer and check whether sound plays normally. If it plays normally, the previous device has a compatibility or settings issue.

5. Restart the device: Phones or computers may occasionally experience a temporary glitch that causes no sound. Restart the device, reconnect the headphone, and try again.

If you encounter any other issues or your issue has not been resolved, please contact us for further assistance.