HDB 630- If a problem occurs

How can I reset the headphones?

Press and hold the multi-function button for 15 seconds.

How can I perform a factory reset?

The headphones can be reset to their default factory settings using the Smart Control Plus App, under Settings Factory default settings.

The USB-C connection isn’t recognized. How can I troubleshoot this?

1) Check whether this is a source or device error by trying to connect the USB to another device. 2) If it works on another device, try connecting via another USB port and/or bypassing the USB Hub on the original device. 3) Try with a different USB cable (cable needs to support Data/OTG). 4) Trying cleaning the USB port or headphones. 5) Consider restarting the source devices or selecting “Forget all USB Audio Accessories” if the headphones can connect to other devices.

The headphones are not charging as usual. What can I do?

1) Clean the charging socket. 2) Check the charging source. 3) Charge the rechargeable battery until the LED display lights up again (at least 30 minutes). If the rechargeable battery is completely discharged, it may take several minutes for the LED display to indicate the charging process. Always store the headphones with an optimal charge level (e.g. 80%) and perform regular charging if unused for a long period to prevent deep discharge.

I cannot hear any sound. How can I fix this?

1) Ensure the headphones are turned on even if using analog input. 2) Check the volume level on both source and headphones. 3) Try reestablishing the connection. 4) Try with a different connection. 5) Perform a soft reset if the above actions don’t work. 6) Perform a factory reset if a soft reset doesn’t work.

How can I adjust the headphones to a comfortable volume or make them louder?

The headphones’ output volume is dependent on the headphone, source, and app settings. 1) The headphones’ volume can be adjusted via the touch panel and on the source (if supported). 2) Some sources may have volume limitations due to regulatory requirements. Users can review and amend this in the device’s sound settings (e.g. iOS Settings Sounds & Haptics Headphone Safety Reduce Loud Sound). 3) Some apps may apply Auto-Leveling or Volume Normalization to ensure that all music is played back at a similar level. This app may apply negative gain in most cases, affecting output volume. Changes can be made in the app’s settings.

Volume is too low even when set to maximum. What is causing this?

1) Some sources may have volume limitation due to regulatory requirements. Users can review and amend this in the device’s sound settings (e.g. iOS Settings Sounds & Haptics Headphone Safety Reduce Loud Sound). 2) Some devices may have different audio implementation even if their OS are the same. This can be verified by comparing the volume across the device with same source app. 3) Some apps may apply Auto-Leveling or Volume Normalization to ensure that all music is played back at a similar level. The app may apply negative gain in most cases, affecting output volume. Changes can be made in the app’s settings. 4) Music volume may also be dependent on the audio mastering of each track. Users can test the headphones with other music to identify if this is the cause.

What can I do if the audio quality on my Windows system is poor?

1) If using BTD 700 or USB Audio mode, select a higher 24-bit/96 kHz sampling rate in the sound settings 2) Try changing the USB connection or switching from the USB hub to the main device itself 3) Some apps support Exclusive Audio Mode, which allows a single app to take full control of your audio device and prevents other applications from playing sound simultaneously. This mode may help with audio performance but may disable other system sounds or notifications.

Audio is lagging behind video. How can I reduce latency?

1) Disable Hi-Res mode to reduce latency 2) Use the USB Audio or Aux connection if the Bluetooth® environment is congested. 3) If connecting HDB 630 through BTD 700, triple press the button on BTD 700 to trigger gaming / low latency mode, which will scale down from 96 kHz to 48 kHz to optimize latency

I have enabled 24-bit / 96 kHz mode on the Smart Control Plus App, and my phone supports aptX Adaptive; why am I not getting a high sampling rate over Bluetooth®?

Some smart Android devices may not have aptX HD/Adaptive and/or Hi-Res mode enabled by default. If this is not enabled on the source device, the HDB 630 will not receive a hi-res signal and in Signal Path will display accordingly. Please refer to your smart device manufacturer’s support/guide to find out how to enable the required codec or resolution, which may be found in the Android Device Developer Mode.

The ANC doesn’t seem to be working. What should I do?

1) Check the ANC settings in the app, i.e. whether transparent hearing has been turned on or if ANC has been switched off. 2) If this doesn’t work, please perform a reset and check again.

I cannot pair the headphones with my Bluetooth® device. How can I fix this?

Try the pairing process again. 1) If pairing doesn’t work, please try pairing with another source device to verify whether this is a source or headphone issue. 2) Try resetting the headphones and pair again with the original source, after deleting the existing pairing from the Source Bluetooth Menu. If the headphones cannot pair with another source, please contact our customer service.

The Bluetooth® connection keeps dropping out. How can I fix this?

Try turning off Hi-Res (24-bit/96 kHz) in your Smart Control Plus App to prioritize connection stability. 1) Try moving your source device, as the transmission antenna may be covered up, reducing transmission quality. 2) If possible, move to an area with less wireless congestion.

Why is aptX HD or aptX Adaptive not working?

Please check whether your source device supports both codecs. Hi-Res mode is also not enabled by default in the Smart Control Plus App to optimize runtime. Users can change this in the Smart Control Plus App’s Settings Resolution. Some OS may prioritize different codecs, and users can enter Developer Mode in Android to change the default codec.

What should I do if I have a Bluetooth® multipoint connection with a Windows PC and cannot switch to my other device?

1) Please check if two devices are currently connected via the Smart Control Plus app 2) Try disconnecting one device and reconnecting the desired device

How do I ensure that my voice is picked up clearly during phone calls?

Ensure that the headphones are worn properly on your head with the microphone pointing towards your mouth.

How do I know the headphones fit properly?

They should feel comfortable, with no ‘sound leaking’ that lets in outside noise or causes music distortion.

Which spare parts are available for my HDB 630?

Sennheiser offers replacement earpads and aux cables as spare parts. The BTD 700 can be purchased as a new device from any authorized retailer.