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Answer/End button works intermittently or has unexpected functionality | QuietComfort® 20 Acoustic Noise Cancelling® headphones— Samsung devices
Reboot the connected device.
Electronics might need to be reset from time-to-time—much like rebooting a computer. Power off the device, then power it back on and try again.
Verify that a button on the phone is not being pressed.
Some phones have external buttons or touch screens that may be activated while being handled or while in your pocket. Verify that this issue is related to the answer/end button on the headset and not a button on the phone being pressed
Turn off the option to shake your device to shuffle or change songs.
Some media players, including many iPods and smartphones, can change audio tracks when the device is shaken. With this feature on, certain movements (like walking with the device in your pocket) could trigger the device to change tracks. Look for this option in the device settings and, if enabled, disable it and check if the issue still occurs.
The answer/end button may may not work for the mode in use.
Pressing the button may produce a different result dependant on which mobile device is connected and what state the device is in
Be sure that the answer/end button is pressed in the center and not off axis.
The answer/end button can be activated in one of three ways:
Note: The answer end button also houses the microphone.
- Press once
- Press, hold and release
- Press twice
Note: The answer end button also houses the microphone.
Be sure that the answer/end button is pressed in the center and not off axis.
| Call Related Functions | |
|---|---|
| Action | Usage |
| Answer a call | Press and release |
| End a call | Press and release |
| Decline an incoming call | Press, hold for 2 seconds and release |
| Switch to an incoming or on-hold call and put the current call on hold | Press and release to switch to incoming call. Press and release again to switch back to the first call |
| Switch to an incoming or on-hold call and end the current call | Press, hold for 2 seconds and release |
| Use Voice Control | Press and hold the Answer/End button. See phone's User Guide for compatibility and usage information about this feature |
| Media Playback Functions | |
|---|---|
| Action | Usage |
| Play or pause a song or video | Press and release |
| Skip to the next song or chapter | Press and release twice quickly |
| Fast-forward | Press and release twice quickly and hold the second press |
Note: The answer/end button also houses the microphone and volume buttons.
Check that the headphone jack is clean and free of debris.
Use a flashlight or other light source to check if any lint or debris has entered the headphone jack on the device, which can interfere with the connection.
Be sure the buttons on your product are not stuck.
When you push a button on your product, you should feel it depress. When you release the button, it should snap back to its original position. If it does not, it may be stuck. Check for and clean any debris around the button.
Remove the connected device from any case or protective sleeve.
A case or sleeve may prevent the audio cable from seating properly into the headphone jack. If using a case, remove it and try again.
Remove and reseat the audio cable in the connected device.
On the connected device, disconnect the cable that connects to your headset then reconnect it to be sure it is fully connected and secure. If you rotate the plug in the jack and hear crackling or intermittent sound, there might be debris inside the jack or on the headphone plug.
If connected, bypass any adapters or extension cables.
If your product connects to the device using an extension cable or adapter, disconnect the extension cable or adapter to determine if the issue is related to it.
Connect the headphones using a 4-conductor headphone extension cable.
If an extension cable is required, a 4-conductor cable is necessary for full button functionality.
Try a different mobile device.
If available, connect to another mobile device to determine if the issue is related to the first device or its settings.
Try connecting the headset to a different device.
If the headset works with one device but not another (with or without an adapter), there may be a compatibility issue with that particular device. For known compatibility info, see Compatibility Guide.
