Loss of audio, distorted, or intermittent sound

If you’re experiencing snapping, crackling, popping, or no audio, try the following:

1. Check that your audio source is on and working.
2. Inspect the sound bore/vents on the canal tip of the earpiece for any debris or wax that may be blocking the sound.  If there is a blockage, hold the earpiece with the sound bore/vent facing down and use the wire loop on the Wax Pick provided to carefully remove any debris.  We strongly suggest making sure to clean any wax out after each use.  If the wax is too deep for the tool provided, do NOT push the tool into the earmold further than the wax loop allows: we have a specialized needle tip vacuum in our lab as a last resort.
3. Make sure the audio jack is fully plugged in.  If the jack wasn’t inserted all the way, you may need to completely remove it and then plug it back in fully.
4. Inspect the wire for any damage or open breaks.
5. Check the audio port on your device (phone, computer, or other audio source) for any debris, and clean out if necessary.
6. Try a different audio source.
7. If you have in-ear monitors with a detachable cable and the audio is only missing in one monitor, try switching the cables on the earpieces.  If you now have no sound in the monitor that was working before, you need a cable replacement.  Please call us to purchase a new one.
8. Sometimes low or no volume can indicate that moisture has gotten into the drivers.  If your earmolds are clear, you may be able to see a bright green moisture indicator on the front of the drivers.  If this is activated, there is undoubtedly moisture inside the earmolds.  If this is the case, try using the desiccant that was provided to see if the moisture can be wicked out of the drivers.   You must ensure you follow the directions carefully:

• Do not remove the beads from the plastic disk.
• Ensure the beads in the desiccant disk are amber coloured.  If they are green, they are already full of moisture, and will not be of any help.  To reactivate, place the desiccant disk, with the holes facing up, in the microwave and heat on high for 30 seconds at a time, until the beads return to an amber colour.  You must allow the disk to cool before using with your custom product.
• Place the cooled disk, in an airtight, re-sealable storage container with the holes facing up.
• Place your custom electronic product on top and re-seal the airtight container.
• Leave overnight for a minimum of two nights.

If the problem persists, the driver may be damaged due to too much moisture, or it could be a separate issue.  Please send your product to our lab with a completed Warranty Form.  We will inspect the product and diagnose the issue, and will call you if there are any repair charges prior to completing any work on the product.  Please see our Warranty Page to see what is covered under the electronics warranty.

Moisture damage can be avoided by using the silica gel desiccant disk supplied in the kit anytime you’ve worn the product and sweat a great deal (such as when performing, or when wearing under a motorcycle helmet).

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1. Ensure you’re applying the ear lubricant to the earmolds to assist with proper insertion and removal.  The top coating on the earmolds can feel tacky when the earmolds are first made.  This is softened by the natural oils in your ears over the first few weeks of wear, but in the meantime, it is much more comfortable and easier to wear new earmolds when a light layer of ear lubricant is applied to the product first.
2. Ensure you’re getting the earpieces into your ears correctly.  This is the most important factor in a comfortable fit and proper seal.  There is a red marker to indicate the right earmold (sometimes this will be white or black on colours that would make it difficult to see the red marker).  A custom earmold won’t fit into the ear too far, so ensure you’ve wiggled it in far enough to pass around the bend of the ear canal.  Also make sure the top portion of the earmold is tucked under the helix area (top portion) of your ear.  It is common that new users unknowingly leave the top portion of the earmold out.  Every millimeter counts on a custom earmold; if one area isn’t seated correctly, the rest of the earmold won’t be seated correctly either.  Refer to the following diagram for proper insertion and removal: Insertion/Removal

1. Please ensure you’ve given your ears a chance to adjust to the new earmolds.  Some people may have sensitive ear cartilage, and it can take up to 10 days to adjust to a new product.  Any slight sensitivity you may experience for the first few fits during the break-in period should lessen over the first 10 days and then go away completely; however, if you’ve been wearing them over 10 days, and there are still sensitive spots in your ears from the earmolds, you may require a small adjustment. This is a simple fix, and a small amount of the earmold can be buffed down in the area that is causing an issue.  Please fill out a Warranty Form and send it to our lab with your earmolds.
2. If your earmolds break a seal with minimal head or jaw movement, please refer to #2 above.  If you have confirmed that they are being inserted correctly, you may require an extra coat of sealant added to the earmolds to thicken them slightly.  If this does not resolve the issue, you may need new impressions taken.  Always ensure you’re remaining still the entire time the impressions are setting in your ears.  This includes having no head or jaw movement (talking or chewing gum).  Closed-mouth impressions should be taken for all products UNLESS you’re using them for singing.  All vocalists MUST have an open-mouth impression taken using a bite block.

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