BONX

Troubleshooting

If the BONX App does not work properly, please read the following sections of the manual.
If you suspect the BONX Earpiece is faulty, please read sections 1. and 2.

1. Issues with the BONX Earpiece

1-1. Difficulties pairing with smartphone

If you have trouble pairing the BONX Earpiece with your smartphone, please try the following steps:
①Turn off your Bluetooth on your phone, and turn it on again.
②Turn off the BONX Earpiece, and turn it on again.
③Press the Power Button and hold for 6 seconds. The LED on the BONX earphone should start blinking orange and green. Next, open your Bluetooth settings on your phone, and choose the BONX Gri (starting with “BX2…”) to pair them together.
④If that does not work, press the Power button on the BONX Earpiece and hold for 15 seconds to delete all pairing history data. The LED on the BONX earphone will blink yellow for 1 second. Repeat steps ①~③.
⑤If the steps above do not solve the problem, please test pairing with a different phone. If pairing is successful, there is a possibility the issue is caused by your smartphone.

1-2. BONX earphone disconnect from your Smartphone

If you find connection is unstable after the BONX earphone is successfully paired with your smartphone, please check your surroundings for anything that emits high-intensity radio waves (such as communication towers or high tension wires). Also, check for any objects between your smartphone and the BONX earphone that may cause interference (such as thick metal panels). Please keep away from anything that emits high-intensity radio waves, and move your smartphone away from any objects that may cause interference.

If connection is still unstable, please try connecting the BONX earphone to a different phone. If connection is successful, there is a possibility the issue is caused by your smartphone.

1-3. No sound from BONX Earpiece

Please ensure that the BONX Earpiece is paired successfully. On iOS, the Bluetooth icon (as shown in the picture) should be on the top right of your screen. On Android, the Bluetooth icon on the top right of your screen will change (as shown in the picture). If the two devices are not paired, please take the steps in “1-1. Difficulties pairing with smartphone”.

If both devices are successfully paired, but there is still no sound, please check the speaker settings on your smartphone. Please ensure that the correct audio route has been selected and the BONX Earpiece is assigned as the speaker output. Please also ensure that the volume setting is not minimum. For iOS version, you can change the settings from the Control panel at the bottom of the screen. For Android, please check the Audio Speaker/ Microphoe from the settings. If your settings are fine but the problem is still unresolved, please try turning your Bluetooth and the BONX Earpiece off and on again.

iOS before connection and after connection.

Android before and after connection.

iOS

Android

1-4. Noise or poor sound quality

If the sound quality of the BONX Earpiece is poor, there are several possible causes.
①Please check if there are any objects that may be interfering with Bluetooth radio waves. Removing yourself from the area or changing the position your phone is placed, could resolve the problem. ( For details, please see “1-2. BONX Earpiece disconnect with your smartphone”)
②If sound quality suddenly deteriorates during the call, there is a possibility that internet connection became weak. Please exit your chatroom using “Swipe to leave”, and join again from the history tab.
③If you have used the BONX Earpiece in a wet environment, there is a possibility that some water has entered the mic or speaker, causing the sound to be muffled. If that is the case, shake the BONX Earpiece around 20 times to remove any water inside, and leave it to dry for a day.

1-5. BONX Earpiece won’t turn on

Please ensure that the BONX Earpiece is fully charged. Use the supplied microUSB cable to charge before use. An orange LED will light up on the BONX Earpiece during charging.

Charging the BONX Earpiece is also effective in cases where the BONX Earpiece has frozen, and the power switch does not respond.

1-6. Other issues

If any issues have occurred other than the above, please try the following steps.
①Turn off your Bluetooth, and turn it on again.
②Turn off the BONX earphone, and turn it on again.
③Turn off your smartphone, and turn it on again.
If steps above don’t resolve the issue, please contact our Customer Support.

2. Issues with the BONX App

2-1. BONX application fails to scan friends nearby

If your friend is already in a talk group or scanning, the BONX application will not be able to find him. If that is not the case, and your friend has a BONX application installed but still cannot be added, please try the following steps.

①Turn off/on your Bluetooth. There is a possibility that the Bluetooth is not functioning properly.

②Ask your friends to turn off their Bluetooth, and turn it on again.There is a possibility their Bluetooth is not functioning properly as well.

③Restart the BONX application. If your friend hasn’t used the BONX application before, or they have a new phone, there is a possibility his account is not authorised yet.

If the above does not solve the problem, please try searching for your friend through the “ID Search” button.

  • iOS

  • Android

2-2. A person invited to the group conversation, doesn’t appear on the conversation screen

When starting the conversation, only one person needs to send the invitation to the group call. Other members should wait to receive the invitation. If more than one person send the invitation, group call could not be created successfully.

2-3. During chat, your friend’s voice is not heard

①Please try to increase the volume by pressing the volume button.

②Use “Swipe to leave” to leave the chatroom, and try reconnecting by using the “Return to previous group” button.

③You may be in an area with poor connectivity. Please try to change the current position, and see if voice quality improves when your data connectivity gets stronger.

Please note that the strength of signal bar on your smartphone does not necessarily mean good connectivity.

2-4. Your voice cannot be heard during chat

①Please ensure that your friends’ BONX earphone/application is in working condition.

②Please check that your Mute button is not on. If the BONX earphone is on Mute, an icon will be displayed on your application.

③Use “Swipe to leave” to leave the chatroom, and try reconnecting by using the “Return to previous group” button.

④You may be in an area with poor connectivity. Please try removing yourself from the current area and see if voice quality improves. Please note that the strenght of signal bar on your smartphone does not necessarily mean good connectivity.

2-5. Mute Mode does not work

There are two mute functions in the BONX Earpiece.
Mic Mute – is a state where your voice is not transmitted to other parties, while you can still hear others’ voices in the group. You can access Mic Mute Function by pressing Multifunctional Button once.
Stand-by mode – is a state where voices of the other group mates are not transmitted to you, and your voice isn’t transmitted to others. You can turn on Stand by Mode by pressing and holding Volume Button for 1 seconds continuously.

If those functions do not work properly, please take the following steps:
①”Swipe to leave” and exit the conversation room. Then return using the “History” tab.

②Try turning off and on the Bluetooth on the smartphone.

2-6. Other problems

If you find other issues on your application, please try turning off your Bluetooth and turning it back on again.
If the issue persists, deleting the application and re-installing the latest version may solve your problem.
Some Android devices will not properly run BONX app. For details please read “10. About Operations Check for Android Devices”
To check the latest information on bug fixes, please view the BONX application download page in your AppStore or Google Play.

  • iOS Store
  • Google Play Store

3. Damaged BONX Earpiece Device

If “1. Issues with the BONX Earpiece”, or “2. Issues with the BONX application”, do not help resolve your problem, please contact our customer support.
We will answer your inquiry once we have assessed the problem.

If the BONX earphone is damaged, it can be replaced or repaired free of charge if the following conditions are met:

  • The product is under warranty within 1 year of purchase
  • The following three items are sent:
    • Faulty BONX earphone
    • The receipt or invoice where the BONX earphone was purchased
    • Warranty included with the BONX earphone
  • The purchase was within Japan or the United States
  • Conditions on the warranty are met

Some Android devices will not properly run BONX app. For details please read “10. About Operations Check for Android Devices”

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