Headphones & earbuds

Transparency or ambient sound mode on earbuds isn't working properly

This usually means the mode isn't actually selected, the external microphones are blocked, or it's a firmware issue rather than a hardware failure. Confirming the mode is active and mics are clear fixes most cases.

Difficulty
Easy
Time
10–20 minutes

Symptoms

  • Outside sounds aren't audible even with transparency mode supposedly on
  • Transparency mode sounds distorted, hollow, or overly loud
  • Feature works on one earbud but not the other
  • Mode toggling between noise cancelling and transparency doesn't seem to change anything

Likely causes

  • CommonMode not actually switched to transparency (still in noise cancelling or off)Multiple listening modes can be easy to mix up via button presses or app taps.
  • CommonExternal microphones blocked by earwax, debris, or a caseTransparency mode relies on external mics picking up ambient sound, and blockage muffles or breaks this.
  • PossiblePoor ear tip seal affecting how transparency audio soundsAn improper seal can make transparency mode sound unnatural or overly processed.
  • PossibleFirmware bug affecting a specific listening modeSoftware issues can selectively affect one feature while others work fine.
  • Less commonFailed external microphone componentA damaged external mic will prevent transparency mode from working correctly on that side.

What to do

  1. Check the app or button/gesture controls to confirm you're actually in 'Transparency' or 'Ambient Sound' mode, not noise cancelling or off.
  2. Clean the small external microphone openings on the earbuds with a dry, soft brush.
  3. Try different ear tip sizes to see if a better seal changes how transparency mode sounds.
  4. Check for a firmware update in the companion app.
  5. Test transparency mode on each earbud individually by removing one at a time to isolate a one-sided issue.
  6. Reset the earbuds to factory settings and reconfigure the listening modes.

Tools and parts

  • Soft-bristled brush

When to call a pro

If transparency mode remains broken or absent on one earbud after cleaning and a firmware update, the external microphone on that side has likely failed and should be checked under warranty.

Safety

Generally low risk

Generally low risk for a careful person. Stop if anything looks different from what this guide describes.

Related guides

Operator provides AI-generated troubleshooting information. It can be wrong. For safety-critical, electrical, gas, structural, medical, automotive safety, or other high-risk problems, consult a qualified professional.