Galaxy buds - can't activate Noise Cancellation

[userdJcBh6uWh6]

Hello, 

I have just bought the new Galaxy S21 Ultra and have got it with the new Galaxy Buds Pro. 

While using the earbugs, sometimes (at least once or twice a day), the noice cancelling option is automatically disabe and while i'm trying to use it i am getting a notification saying "Put it both earbuds for active noice cancelling". Nevertheless,  both earbuds are playing sound perfectly and it seems like both are "put it" correctly. For some reason, other features does not work.

Is there any idea i can't I solve it? 

Thank you,

Ofir

[SamsungJustin · Accepted solution]

Hello! We just release a new software update today. After updating if you're still having trouble. Please make sure to log this within the wearables application. 

You can also try the following troubleshooting:

Use Active noise canceling: https://www.samsung.com/us/support/answer/ANS00087243/

Troubleshooting for audio issues: https://www.samsung.com/us/support/troubleshooting/TSG01111323//#poor-sound-during-calls

Steps:

1. Open Wearables App

2. Got to "Contact Us" (Then, opened Samsung Members) - Click "Error reports"

3. Add frequency/ issue description ->Send

After this is completed, please feel free to send us a private message. 

[userdJcBh6uWh6]

Thank you for your reply.

I didn't find any option for updating my earbuds at the moment. Are you certain it was released? 

Ofir

[SamsungJustin]

The information provided came directly from our engineers. 

[userDX5EOz3ccg]

Just to update, since the update of the buds all issues I had are resolved. I did purchase some memory foam ear tips. they are more comfortable for me and they keep the bud snug in my ears.

[userDX5EOz3ccg]

My new ear buds doing great but active noise cancelling will not turn on.  I reset them and also reinstalled the app in my tablet (Tab S 7) and my phone (S21 plus).  It acts like it will turn on and then immediately turns off.  I found a few posts on Reddit reporting the same.  I just received them today.  I think it's a firmware glitch.

[musepharaoh]

yea probably as mine are working great and after changing the eartips out, the active noise cancelation is superb. I can't hear almost anything even other people talking in a room near which I can usually hear clearly.

[userlooQEGA2Ri]

I have the same issue. When I click on the slider in the Wearable app, it tells me: to use ACN put both buds, or something like that. But I am wearing both and I can hear a sound from both.

[userDX5EOz3ccg]

I let the issue go for the night. This morning when I got up I decided to work on it again and voila it works. I wish I could say that I did something specific to resolve the issue other than get a night's sleep, but truthfully I did not. I did review all the devices that are approved for Bluetooth connections to this phone carried over from the old phone thanks to Smart Switch. I deleted one item (my hearing aids) and let the app for those reinstall them. I have no way of knowing whether or not that played any part. Now the ear buds and the hearing aids are working properly. Problem solved.

[SamsungMoon]

Hello!

Thank you for reaching out. I would recommend checking out these links for some helpful tips and troubleshooting regarding your symptom. 

Use Active noise canceling: https://www.samsung.com/us/support/answer/ANS00087243/

Troubleshooting for audio issues: https://www.samsung.com/us/support/troubleshooting/TSG01111323//#poor-sound-during-calls

Let me know if this helps!