Problems with AirPods Pro 2 and iPhone XS Max

I suggest you return the AirPods.

Not the answer you want to hear but this is a common issue with XS phones (see link below) and AirPod Pro gen 2 and

There is no timeline for when/if this will be fixed.

One person in below thread said this has *not* been fixed with the iOS 16.3 update.

AirPods Pro 2nd gen no sound on call issue - Apple Community

I had the same problem with my AirPods Pro 2 and iPhone XS. Updated to iOS 16.4.1 and the problem is FIXED!

firmware 5A377 case 3.64.0

thanks Apple!

Hi, I found a solution in the new **S version. First, go to Settings> Accessibility> Sound and Visual> Headphone Amenities (Turn on this setting and configure a custom sound setting for yourself)> Apply to and select Phone and Environments. Then turn off Bluetooth> AirPods Pro> In-ear detection. This way, you may experience the same problem 1-2 times at first, but then you can answer the call and make calls within 3 seconds. To answer calls, first wait for the call notification to come to the headset and answer it from the headset (press the force sensor). I hope our problem is solved, at least to some extent.

Very early days but this has worked for me so far. My Mac computers were set to receive FaceTime and more importantly calls from my iPhone. I disabled it from both the Macs FaceTime settings and on my iPhone settings. I then reset the AirPods Pro 2 and reconnected them to my iPhone. So far so good. I’ll keep you updated.

There are a few steps you can try to troubleshoot the issue with your AirPods Pro 2 disconnecting and connecting during incoming calls on your iPhone XS Max:

1. Make sure that your AirPods are fully charged and that the charging case has enough power.
2. Restart your iPhone XS Max and try connecting your AirPods again.
3. Reset your AirPods by following these steps:

• Go to the Bluetooth settings on your iPhone XS Max.
• Tap the "i" icon next to your AirPods.
• Tap "Forget this Device."
• Hold the setup button on the back of the AirPods charging case for at least 15 seconds, until the status light starts flashing white.
• Go back to the Bluetooth settings and try connecting your AirPods again.

1. Make sure that you have the latest version of iOS installed on your iPhone XS Max. You can check for updates by going to Settings > General > Software Update.
2. If the issue persists, try using your AirPods with a different device to see if the problem is specific to your iPhone XS Max.

If none of these solutions work, it may be necessary to contact Apple Support for further assistance. They may be able to help you troubleshoot the issue and determine the cause of the problem.

Hi All, same here: XS Max, the update to just released 16.4 did not help, Airpods pro 2 on 5B58 (current).

Got in contact with Apple support via phone today and received confirmation that Apple techs are aware of this issue and following up on resolution. I was advised to check the firmware updates (either iOS or airpods), no timelines or any other details voiced. Anyway, sounds not so hopeless.

For now, as a temporary solution for myself I will answer the incoming calls on the phone (airpods in case) and then take them on, this way there is no significant delay.

posted this also in another similar thread https://discussions.apple.com/thread/254372387?answerId=258235250022&page=1

I have the latest update on XS 16.5.1 and nothing has changed.

The AirPods Pro gen.2 are unable to receive incoming calls - it doesn't matter if it's a phone call, FaceTime, or apps like Facebook Messenger, WhatsApp, and Signal. The AirPods Pro gen.2 are simply useless with iPhone XS, XS Max. I performed multiple tests with 6 iPhones (3x XS and 3x XS Max).

It might be the iPhone and NOT the AirPods.

iPhone 13 Pro here using three different sets of AirPods that all disconnect and reconnect repeatedly when accepting and/or making calls. Two sets of AirPod (2nd Gen) and a new pair of AirPod Max's, all fully charged and have been reset multiple times in an effort to correct this issue. The iPhone has been restarted, the settings reset and the iOS is up-to-date.

Restarting, resetting, forgetting devices and reconnecting, updating all do nothing to fix the problem.

It became evident it could NOT be the AirPods because the issue is happening to all 3 sets of AirPods and the iPhone is the only common denominator. Apple support also requested a report log be sent to them and they could not find any issues with Bluetooth nor anything else.

Because all the items are under warranty, Apple just sent me a replacement iPhone 13 Pro and so far this is the only thing that has corrected the issue. I was required I make a $1,000 payment in advance which will apparently be refunded to me when the old iPhone is returned (not sure this is how warranties are supposed to work).

So, far, I haven't had any disconnect or connecting issues with the replacement iPhone in the last 48 hours.

In my case, it isn't a problem with the AirPods. I have 3 sets of AirPods and it happens with all of them. Therefore, it has to be the iPhone. When I pointed this out the Apple Representative, they agreed and sent me a new iPhone. Obviously, we exhausted every scenario from restarting to resetting everything and all the updates. I just got my new replacement iPhone and so for I haven't had an issue for 48 hours.

I understand that you are experiencing a specific issue with your iPhone XS Max and Apple AirPods Pro 2 during incoming calls. The problem appears to be related to the AirPods disconnecting and reconnecting for about 20 seconds when you accept an incoming call, and then automatically switching the call's audio between the phone and the AirPods. Outgoing calls seem to work fine, and the issue only occurs with the combination of the iPhone XS Max and the AirPods Pro 2.

Troubleshooting this issue may involve several steps to identify and resolve the problem. Here are some potential solutions:

1. Check for Software Updates:
2. Ensure that both your iPhone XS Max and your AirPods Pro 2 have the latest software updates installed. Apple frequently releases updates that address known issues and improve compatibility between devices. To check for updates on your iPhone, go to Settings > General > Software Update. For the AirPods, make sure they are connected to your iPhone, open the charging case near your iPhone, and follow any on-screen instructions for updating the firmware.
3. Reset AirPods Pro:
4. Try resetting your AirPods Pro to their factory settings. To do this, open the Settings app on your iPhone, go to Bluetooth, find your AirPods Pro in the list of devices, tap the "i" icon next to them, and select "Forget This Device." Then, place the AirPods Pro back into their charging case, close the lid, and wait a few seconds. Afterward, open the lid, press and hold the setup button on the back of the charging case until the status light flashes white, and then re-pair your AirPods with your iPhone.
5. Reset Network Settings:
6. Resetting your iPhone's network settings can sometimes resolve connectivity issues between devices. Go to Settings > General > Reset > Reset Network Settings. Keep in mind that this will erase saved Wi-Fi passwords, so you'll need to re-enter them after the reset.
7. Check for Interference:
8. Ensure there are no physical obstructions or electronic devices that may be causing interference between your iPhone and the AirPods Pro 2. Large metal objects or other electronic devices emitting signals can disrupt the Bluetooth connection.
9. Contact Apple Support:
10. If the issue persists after trying the above steps, it may be helpful to contact Apple Support directly. They can provide further troubleshooting assistance or guide you through additional solutions specific to your devices.

Remember that technology-related issues can sometimes be complex, and it's essential to rule out possible hardware or software defects. Apple Support will have access to more extensive troubleshooting resources and can help you find a resolution to the problem.

[Edited by Moderator]

Because this was happening with multiple AirPods, including a new pair of AirPods Max, Apple sent me a new phone. This did not resolve the problem. The Apple support person suggested I erase my phone and set it up as a new device without doing my back up. Because I use my phone for business and have lots of apps and data that I need to have access to, I did an erase with a restore from iCloud and still had the disconnect/connect issue. Then I did reset of the network settings, which also did not correct the issue. Finally, I did a reset of all settings and this seems to have greatly improved connectivity. In four days I have only had the disconnect issue perhaps three times as opposed to continuously all day. I’ll continue to work with us throughout the next week and will report back.

After more then a month long follow ups with apple support and apple relationship team 

have got an only reply 

apple knows about issue 

working on in 

will solved in form of software/firmware update but which when not sure 

so only way to get money back

Same for me where AirPods Pro 2nd gen with Usb-C and iPhone XS also have this disconnect / delayed connection issue on incoming calls. AirPods Pro do not have the disconnect issue on iPhone XS. On the iPhone 15 Pro Max, AirPods Pro 2nd gen can receive incoming calls and do not experience the bug. Pixel 4a 5G also does not seem to experience the bug lo. The connection status indicator in the control center doesn’t seem to reliably indicate the connextion status on the iPhone XS sometimes saying connected when not connected and vice versa.

Workaround to use volume up slider on headphone to refresh the Bluetooth connection prior to taking the call works sometimes.

A more reliable workaround for me seems to be to put the Gen 2 airpods in the charging case between each incoming call. It seems like the initial connection to the iPhone is working somewhat more reliably.

After the initial call, the ear buds give a disconnected sound and subsequent calls are buggy. After the first incoming call, the bluetooth connection seems to malfunction, so i put them in the penalty box (the case) for about 15-30 seconds to re-establish the initial connection only after i have picked up the call (kindof kludge.

Try this and please post if this resolves the issue.

1. Go to settings
2. Go to Accessibility
3. Go to Touch
4. Go to Call Audio Routing
5. Select the Bluetooth Headset instead of the Automatic

This same issue applies between iPhone XS and AirPods Pro 2. I went into the Apple Store and after 3 hours of troubleshooting with the Genius Bar we ruled out any software or hardware issue with either device. Performing a factory reset doesn’t solve the issue. The AirPods Pro 2 work with other phones and the iPhone XS works with first generation AirPods Pro. There just seems to be a compatibility issue here that Apple hasn’t admitted to and for that reason they won’t refund the purchase or allow for an exchange of the AirPods to the older generation. So be wary before buying this generation of AirPods Pro if you have an iPhone XS.