User Guide

44 | PXC 550
Troubleshooting
Troubleshooting
Problem Possible cause Possible solution Page
Headphones
cannot be
switched on
Battery is empty Charge the headphones 15
Battery is completely
exhausted/worn out
Visit an authorized
Sennheiser service center
for battery replacement
43
No audio signal Headphones are
not paired with the
smartphone
Check if the headphones
are paired. If necessary,
pair the headphones with
the smartphone again
17
Volume too low Increase the volume 24
Headphones are in
pairing mode
Ensure that the
headphones and
smartphone are paired
successfully
17
Headphones
cannot connect
Bluetooth is
deactivated on your
smartphone
Activate Bluetooth on your
smartphone
38
Smartphone is
switched off
Switch your smartphone
on
Pairing does not work Check if your smartphone
supports the HFP or HSP
Bluetooth profile
Headphones
do not respond
to any button
press
Headphones are not
functioning properly
Restart the headphones
by switching them off and
on again. If necessary, do
a reset
46
The LED
flashes
red while
connecting
The connection is not
established
Ensure that the distance
between headphones and
smartphone is less than
20 cm
Ensure that Bluetooth
is activated on both the
headphones and the
smartphone
Smartphone
cannot
detect the
headphones
Bluetooth is
deactivated on the
headphones
Activate Bluetooth on the
headphones
38
Audio cable is plugged
into the audio input
(the headphones are in
flight mode)
Unplug the audio cable
Voice prompts
specified in
this instruction
manual cannot
be heard
Voice Prompt is
deactivated in CapTune
Activate Voice Prompt in
CapTune
Headphones
do not respond
to Smart Pause
gestures
Smart Pause is
deactivated by factory
default
Activate Smart Pause in
CapTune
Smart Pause may not
be compatible with
your music player
Try another music player or
streaming app