Problems with AirPods Pro 2 and iPhone XS Max

i have a problem with iphone xsmax and apple airpods pro 2 when i accept an incoming call airpods keeps disconnecting and connecting for 20 seconds and then switches the voice automatically to the phone then it comes back to the airpods and works normally and it happens literally every single call but outgoing calls works normally the problem only in incoming calls and only when i accept it while wearing the airpods and i’ve tried the airpods on 13 pro max and 11 pro max it works normally and tried airpods pro 1st generation on xsmax and it worked normally also so the problem is between xsmax and airpods pro second generation help me fix it


[Re-Titled by Moderator]


iPhone XS Max, iOS 16

Posted on Jan 2, 2023 1:45 PM

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Question marked as Apple recommended

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.

Posted on Jan 2, 2023 2:14 PM

Similar questions

155 replies

Oct 27, 2023 7:45 PM in response to hussien84

I am having the same issues since day 1 I have bought AirPods Pro 2. I am using IPhone XS. The issue I a facing is whenever I switch from media to receiving/ dialling calls AirPods Pro 2 will disconnect automatically. Worst part is I have been to the gallery few times to get resolved but the only thing they do is reset the settings which still doesn’t work. They have also changed the AirPods once but this doesn’t work. Apple is not releasing any update to fix this nor is accepting that the issue persists. Feels like I have wasted my money.

Oct 27, 2023 9:46 PM in response to pratulfromsingapore

The issue is escalate by me by calling support again and again, they are In process of consulting software/developer team

agent is assigned and I have mentioned post aswell and issue faces by many

so I request everyone to call support and mention this link and discussion and ask to escalate your case

if all cases are escalated then only solution might come

keep calling let them know we won’t sit quietly till get a resolution

Oct 30, 2023 7:02 PM in response to pratulfromsingapore

After you escalate the matter with apple support to software and developer team they ask you to send diagnostic logs for your phone and aripods with time stamps and video by duplicating issue , they request same from setting-privacy-analytic/improvement-advance diagnostic log(option will appear with apple support requesting from system) after initiating and duplicating issue you will be asked to send, it gets send automatically after clicking on send logs

Oct 31, 2023 8:12 PM in response to pratulfromsingapore

Have send them videos but after initiating logging sessions

its gets stuck in compressing logs after a day it says log send but Apple support not receiving any log

they asking to visit store and submit mobile and AirPods again to software testing and logs as they are not getting logs for analysis

but I don’t think Apple Store will help as they are not bothered

can any legal help be provided to us for this issue ? What can be done ?

Nov 1, 2023 7:09 AM in response to hussien84

apple support wants some logs which are not getting attached

so visited store for 4th time

store says they uploded logs and diagnostics

support said doesn’t work that way

store don’t know what to do

support saying now wait for 2 weeks will try again

I’m tried and launching a compliant with consumer department

they take it forward with apple to reply with justification

Problems with AirPods Pro 2 and iPhone XS Max

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