This can happen if the earbuds cannot form a secure seal in your ear, but may also be triggered if you have long hair obstructing the sensors. If the earbuds cannot be properly inserted, it is recommended to try a smaller sized ear tip. If the problem persists, even with a proper fit, it is recommended to disable “Ear Detection” within the NGENUITY software.


Note: when “Ear Detection” disabled, the earbuds will not auto play/pause media when inserted or removed from your ears.