Powerbeats Pro Connection problems

Hi


I have a problem automatically connecting one of the Powerbeats Pro headphones. Sometimes its left one sometimes its the right one. I have iPhone Xs Max so i open powebeats pro case remove left headphone put it on and nothing happens. I remove the right one and put it on and it connects but the left one doesn't. The only way to connect it remove it put it back into the case. Sometimes i need to put back both left and right back to the case and after that it connects. Sometimes i have the problem with the right one. I did a reset but still the problem exist. Anyone has the same problem? looks like its a firmware problem but not sure if there is an update for that.

Posted on Jun 15, 2019 9:31 AM

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Posted on Jan 20, 2020 8:39 AM

I have this same problem, and I think I figured it out. The issue is that the earphone is intermittently not charging in the case. Here is how I figured t out. I read these comments and thought I should try and update my firmware. I went to the beats page to do that, but it wouldn't move past the page where it asks you to connect the case with both earphones inside. However I did have both earphones inside the case. This was the first clue.


I then started to suspect power, so I unplugged the case and opened my iPhone to the first page where the battery levels are displayed. I normally would see three battery levels: one for the case, one for the left earphone and one for the right earphone. However, I only saw two - the case and the right earphone.


My theory was that the reason I couldn't get the left to connect wasn't a connection issue per se, but instead it was the fact that the left earphone had 0% battery, and was dead. I tested this by carefully placing the left in the case and left it for 30 mn or so, and then checked the phone battery levels again. This time the left showed with 3% charge. I lifted it out of the case and placed it in my ear and it connected. It then gave a weird tone and shut down again, likely because the battery level was so low. I then left it for 8+ hours and when I came back, it showed on the iPhone at 100% battery and connected fine after that.


I have two use cases:


1) it won't connect initially, but when I put it back into the case and remove it again, it then connects fine. My theory for this use case is that it still has a charge, but when placed in the case the last time I used it, it didnt connect to the case and therefore "timed out" somehow or lost sync with the right earphone. This can be tested by taking both out and listening to them, then only place one back in and leave it that way for a while. When you come back I will bet that the one you left out of the case will not initially connect, but will connect when placed back into the case and removed again as that causes the earphone to sync up with the other one again.


2) It wont connect at all. In this use case, my theory is that the earphone did not connect to the case properly when it was last placed in there, and enough time has passed from the last time I used it that the battery has drained completely so it wont connect at all. Leaving it then in the case for "30 minutes" or so might give it enough charge to work again after that, as some posters in this thread have experienced.


I am having these replaced and hopefully that will clear it. I am not sure if it is a problem with the left earphone itself not connecting to the case for power, or if it is the case itself that has the connectivity issue. Hopefully replacing both will solve it. I certainly will be paying close attention to the battery meter in the iPhone to determine if I am getting a good earphone/case connection going forward...

152 replies

Jul 18, 2019 7:21 PM in response to nikony13

I also have connection issues with them! They always lose connection and it seems like they forget my iPhone and I need to always connect them back, like they not recognize my iPhone. I called Apple and they told me to go to the store and when I went to the store they took just the headphones without the case and sent it to repair, they just sent it back to me and said there was no issue found!!! That's crazy! I really hope they will do something about it. Because Im losing my trust in them.

Jul 25, 2019 4:45 PM in response to nikony13

I had the same problem. It’s so upsetting. It was the right one with me. First the case wasn’t charging it. Brought it to Apple. They took it and sent it out. Got them back. They replace the right head phone. Problem cam right back. Really ruined my gym work outs. Finally went back to Apple. They refunded my money. But honestly I wish it just work. Sucks there not reliable. Gonna have to go back to the beats 3. Sad part, I was feening for them when they first was announced.

Jul 31, 2019 2:15 PM in response to Hobbes4Pres

Update. My phone call was escalated to a senior support person who was very helpful and suggested to first start by verifying the Beats firmware. You need to go to your.beatsbydre.com and download the Beats updater, follow the instructions online, reset the Beats while in the clamshell, then connect the beats to your computer via the lightning cable.


I have updated the firmware to 1E205 and iOS to 12.4 and will monitor to see if issue persists.

Sep 10, 2019 9:40 AM in response to nikony13

Hi,

I just wanna report that I'm having the exact same issue. I noticed it when I got them brand new about a month ago, i went back to the store and the manager did not hesitate o give me a brand new pair. however, after like a day or two the problem came back. Don't get me wrong they are really nice little gadgets but the issue is rather annoying. I called costumer service and they were not helpful about it. It sounds like this is a big issue as I'm not the only one. hopefully an update will fix the problem

Oct 18, 2019 6:08 AM in response to carlos23skype

We are on our 3rd replacement pair. The case trick does not consistently solve the problem. Each pair had a version of the same problem. Sometimes both work. Sometimes the right but not the left. Pair received the other day has a new problem the volume needs to go to 75% or more just to hear any sound. Apple you need to do a recall. This is a terrible product. Sounds amazing when it does work, but when is that???? Arghhh

Oct 28, 2019 12:14 PM in response to nikony13

I recently purchased a new Apple Watch series 5 cellular and Powerbeats Pro to use while exercising. The Powerbeats Pro work with all my Apple devices except for the Apple Watch series 5. Plays music for about 5 seconds and then the sound drops. They are still connected to the Watch as the controls still work (I can see the tracks pausing, fast forward etc). It is just the audio that disappears. Beats updater says they are at latest firmware release. Called AppleCare and they say it is a semi-known issue and I have to wait for a WatchOS update (they thought). Anyone else having similar connection issues with AppleWatch series 5?

My old Bose Soundsport wireless work perfectly with the series 5. Apple need to get their act together to make sure their own products work together out of the box. The beats are sitting in their case until a WatchOS update fixes the issue. If the next update does not resolve the connectivity they will need to be returned.

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Powerbeats Pro Connection problems

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