Beats Troubleshooting Mechanical Issues
Troubleshooting expanded battery, cable, or damaged or loose parts issues
Identify issues
Read the linked articles if you notice any of the following issues:
Leaking or expanded battery issues | |
|---|---|
Symptom | Description |
Battery leaking | Batteries have corroded or leaked into the battery compartment. |
Battery expanded | Batteries have increased in size inside the battery compartment. |
Battery door damaged | The battery door doesn't close or stay closed properly. |
Issues with the cable provided with headphones, earphones, or speakers | |
Symptom | Description |
Wire cut or frayed | The cord has separated from itself by either excessive wear or a direct cut. |
Exposed wire | The 3.5 mm jack at either end of the cable or a break in the cord is revealing actual wires. |
Electrical short in remote cable | Troubleshooting reveals that sound or other issues are caused by a fault within a remote cable. |
Electrical short in audio-only cable | Troubleshooting reveals that sound or other issues are caused by a fault within an audio-only cable. |
Bent or broken 3.5 mm connector | The 3.5 mm connector at either end of the cable is bent or broken. |
Unusual warmth or odor issues | |
Symptom | Description |
Unusally warm | The product or power adapter emits an unusual amount of heat or gets abnormally warm. |
Unusual odor | The product or power adapter emits an unusual odor. |
Additional issues
Damaged or loose parts issues:
Enclosure—dent, crack, scratch, or tear
Enclosure—discoloration
Enclosure—separation
Headband adjuster issues
Liquid damage
Damage to:
Audio jack
Button
Cable
Charge port
Dock connector
Earbud
Ear cushion
Ear hook
Eartip/wingtip
Headphone/headset port
Hinge
Metal grill
Other components or accessories
Functionality and care
About the water and sweat resistance of Beats wireless earphones
Clean and store your Beats Pill and your Beats Pill+ speakers
If the issue wasn’t resolved by following a support article, continue to the next section.
Try quick troubleshooting steps
The Beats RemoteTalk cable may have limited functionality with devices that don't run iOS. This is normal behavior and isn't a service issue.
Check that the product’s microphone, speaker, and other parts aren't blocked or covered. Refer to Clean and store your Beats earphones or headphones, Clean and store your Beats Pill and your Beats Pill+ speakers, Clean your Powerbeats Pro, About your Beats eartips, About the water and sweat resistance of Beats wireless earphones, and other relevant procedures for more information.
Refer to Apple and Beats support articles, along with comparing to a known good product of the same type and model, to help determine exactly what component or accessory is missing or loose.
Run manual tests
If the issue wasn’t resolved by following a support article or trying the quick troubleshooting steps, run these manual tests to help isolate the cause of the issue:
Warning: Follow all these important precautions for all expanded battery or unusual heat or odor issues:While an expanded battery is usually not a safety concern, be careful not to damage the expanded battery and follow standard precautions when handling lithium-ion batteries.
If the battery is expanded, dented, punctured, or otherwise damaged, don't attempt to pry it out or otherwise remove the battery from the device. Don't puncture, crush, or attempt to flatten the battery.
If a battery cell is leaking, keep all personnel at a safe distance to prevent persons from coming in contact with spilled material. Eliminate all ignition sources and other debris (no heat sources, sparks, or flames in the immediate area). A leaking battery should only be handled by trained and properly equipped personnel.
For products with battery doors, check battery installation. Verify that the battery hasn't expanded to deform or separate the enclosure or battery door. One or more battery cells might have expanded, resulting in pressure on the enclosure or battery door, preventing it from closing or staying closed properly. Also inspect the battery for any sign of battery cell puncture, leakage, venting, or cell deformation.
Follow these steps for cable issues:
Closely inspect the cable for any signs of wear, accidental damage, or abuse.
For Beats wired products, sound issues are often related to issues with the audio jack, the audio cable, or the speakers within the product. Ensure that the correct end of the Beats RemoteTalk cable (the L-shaped end) is fully inserted into the headphone or audio output jack on the audio device.
Functionally test the cable to ensure that it’s operating normally. When testing the cable, bend the cable normally to ensure that there is no intermittent connection within the cable.
An undamaged cable should have:
No cuts, kinks, crimps, burn marks, insulation separation, or any other noticeable damage along its entire length
No breaks revealing exposed wires
No shorts or open connections
No bent, broken, or damaged connectors
Service the Beats product
If the issue wasn’t resolved or isolated by following the previous steps, it's recommended to mail in the Beats product for service. Refer to Beats Repair and Service for specific guidance.