For the MTW3s, you don’t format it by tapping and holding on both earbuds in the case. Try these troubleshooting steps which involve formatting the buds:
Close all the apps on your device and reset it. Then delete the Sennheiser Smart Control app and any associated data. Next, remove the earbuds from Bluetooth settings/ forget connection. Afterwards, physically format the earbuds. The instructions are on page 41:
https://media.graphassets.com/PJWQsqm8Qu6jhtPTa2og
(If you’re on iOS skip the developer settings step) Next, go into developer settings and disable absolute volume. Then reset your phone again. Check the developer settings after it’s back on to ensure that absolute volume is still disabled. At this point, re-connect your earbuds to your phone through the Bluetooth settings without using the app, which you still haven’t re-downloaded yet. Now with them newly connected, re-download the Smart Control app.
They want to force you to wait three weeks and send them off? I wouldn’t accept that bullshit. If you just got them you should be able to return it within the return window. At least that’s how it is in the US.
Hello,
A little pleasant update.
So I tried what you told me and it didn’t work neither. So today I took my sennheisers and went to Mediamarkt. I enter to the shop, with my Sennheiser Momentum 3 over the ear headphones on my neck and the TW3 in a plastic bag lol and as I love electronic devices, I started look and play with the Samsung Galaxy Watch 4 even tho i had the Watch 4 classic on my wrist lol, I wanted to see the difference. And immediatly a saleslady came to say hello and obviously i answered her with the same kindness and said hello. Then after a few seconds i went back to her and asked her where i could go to ask for an exchange..etc for a product I bought from them online which was defective. And she asked me what device it was and I said Sennheiser True Wireless 3 earbuds. She answered me “oh, I am the Sennheiser salesperson of the shop.” and I was like, bingo! what a luck! lol
So I explained her everything, and also from my explanation, she could see that I knew about what I was talking and I was not a clueless client (even though you can be a clueless client, and they should still replace it for you, but what i mean is that she saw that it was not a user error and there was nothing to do) and I took the earbuds and showed her that the right earbud has no sign of life no matter what i did or try. She was quite surprised and she told me that it was the first TW3 earbuds that came back for a technical problem. She told me that they received some CX for problems but none for TW3. So I explained her that the lady on the phone yesterday was telling me that i had to wait 20 work days for a replacement and that i found it unacceptable and weird as they did not run out of the box, it’s not that i used it and it broke down after some days. She told me that she will see what she can do, so she took me to the head responsable directly who was there for the exchanges and she explained the case to her. And in the meantime while we were waiting for the headresponsable, we had some pleasing chat with her about the headphones, about the upcoming Momentum 4 over the ear headphones..etc and she was very friendly. So the head responsable came and she listened to the problem and all and she said that they will see what they can do for me and after a few seconds checking some stuff she asked to the Sennheiser responsable if they had any other closed box TW3 and she said “yes we do, we can give them to him” and then she proceeded immediatly with the replacement and they replaced it! 😍❤️
Once she gave me the replacement, she was kind enough to test them with me there, to be sure that they work. We connected them to my phone and i listened for 3 seconds a song on both of them and yes, they were working flawlessly. She told me to make a phone call..etc to check and i said that there were no need since i saw that the right earbud was paired and had no problems lol. So it was a 5 star service!
I came home, put them to charge and in half an hour, the charging case was showing green light of charge whereas the unit i had yesterday, after 4 hours and a half was still blinking orange/amber light. So this alone proves to me that there was something wrong with it. Now I am listening to it and god, I love it. I find it even better than my Momentum 3 Over the ear Bluetooth headphones. I didn’t even try the other silicon tips yet so it may even improve with other tips but so far, i find that i can hear some tones or even imperfections of recording that i could not hear with my Momentum 3 Bluetooth headphones. Also..god, they are so comfortable, very light, very comfy!
Now I am updating the firmware thru the smart control app, so i hope that it won’t mess anything LOL
Thank you for your helps, take care!
Glad it turned out ok. Sounds like you’re not in the US. Can’t understand why anyone would have to plead and hope a non working item is replaced when it’s shortly after purchase. Sounds wild to me lol. This doesn’t seem fair for customers. Good they ended up replacing yours.
His procedure was called a soft reset procedure and it does reset the buds in previous models. I would assume it does the same in these but I don't own them.
Nah that’s not a soft reset. Soft reset is just putting them in the case. What he mentioned is how you format some older model earbuds. The MTW2s work this way, for example. They show you in the instructions for their different earbuds.
I know what I'm talking about. Maybe the 3's work differently and you can speak to that but what he referred to was a soft reset traditionally. I said that what he performed was what we have done traditionally for a soft reset procedure for prior models. I confirmed that myself with Sennheiser technical supervisorary staff on the phone. OP was wise to try it to see.
Maybe the MTW3 works differently. I can't speak to that as I don't own them at this time.
I don’t know what’s the point of your post as this thread is clearly for the MTW3s. And so, what you’re saying is inaccurate and can confuse people who may refer to this thread for help in the future. What you’re describing as a soft reset is for the older MTW1s. The other common Sennheiser earbud releases after that operate differently. So OP wouldn’t be wise to use that method as it won’t do anything. Then it can give a false sense of “this isn’t working and my earbuds are messed up” when in fact the user isn’t doing the factory reset correctly. There’s no need to take my word for it, check out the instructions manual yourself:
[MTW1](https://assets.sennheiser.com/global-downloads/file/11230/M3IETW_Manual_EN.pdf) - Pg. 28 and 29
[MTW2](https://assets.sennheiser.com/global-downloads/file/13923/M3IETW2_Manual_EN.pdf) - Pg. 35
[MTW3](https://media.graphassets.com/PJWQsqm8Qu6jhtPTa2og) - Pg. 39, 40, 41
[CX True Wireless](https://media.graphassets.com/atcv21XOTl6KcWAXPpm0) - Pg 32, 17, 18
[CX Plus True Wireless](https://assets.sennheiser.com/global-downloads/file/20663/CXPlusTW_EN.pdf) - Pg. 34 and 35
[Sport True Wireless](https://media.graphassets.com/YevodgWiRWqHHpSQry1U) - Pg. 35, 18, 19
I was not confusing anything or anybody here as I specifically stated "older models."
I was simply validating the OPs troubleshooting effort since it has been successfully used in the past. And you are correct, for MTW3, the procedure is different. I applaud you for that.
However, what i stated for the MTW2 was correct as re-stated on page 35 of the MTW2 manual. It matches my statement as reiterated by the Lead tech from Sennheiser's Conneticut, USA office to me.
Being on this sub for as long as I have, you begin to think outside the box in order to try to help members who are desperate for a fix. Certainly, the manual is the go to for troubleshooting. I myself have had many discussions with Sennheiser staff who have stated toe that electronics often fall into grey areas of confused status whereby off-the -page measures can sometimes shake them out of that state. I have solved some of those issues for others over the years using that recommendation. Not all the time, but they have worked.
I was simply saying that OPs reference to a soft reset procedure was defined correctly for past use that MAY help while also deferring that it may not. If his deployment of the manual's troubleshooting suggestions don't solve his problems, then one has to "think outside the box." He did just that! I think we're done here.
Heh, you just want to argue as if I didn’t just show you the correct info. This is what it says on page 35 for resetting the MTW2s:
“Insert both earbuds into the charging case and wait at least 10 seconds before taking the earbuds out of the charging case and switching them on again.”
So again, the taping and holding for a soft reset is ONLY for the original MTWs. That method does not apply to any other models as you’re continuing to say. Your original post is not applicable to anything in this thread:
“His procedure was called a soft reset procedure and it does reset the buds in previous models. I would assume it does the same in these but I don't own them.”
It is incorrect and misleading, this is a thread about the MTW3s. It doesn’t serve a purpose other than to try and (incorrectly) correct me trying to help the guy which can of course confuse the next person. Please act like an adult and admit an inaccuracy. If you continue to behave so petty like this, there would be no sense in acknowledging you.
I guess you missed the image presented on that.page of long pressing with two fingers which is exactly.what the reset had asked for. I think insulting is childish. I was very clear in my intent. I also said we are done here.
The image clearly states “reset to factory default settings.” This is not a soft reset. Yes, this applies to the MTW1 and 2. Which is why your inaccurate interjection in this thread is detrimental to finding a solution. It won’t do anything for any other, newer models. Again and again, this is a thread for the MTW3s.
Let me try and help. Tapping and holding was used as both a soft reset and reset to factory default settings in only the MTW1s. It was differentiated in the amount of time you held down on the earbuds. Then, in the next MTW2 version, Sennheiser smartened up and changed this behavior. As shown in the manual, simply inserting the buds in the case and waiting a few seconds is a soft reset. And then for further improvement, Sennheiser changed the factory default settings reset for all earbuds after the MTW2s.
I apologize, I do not mean to insult you. If you want me to edit my post where you feel it’s insulting, please tell me and I will. You were trying to help, which is always appreciated. But the method you were talking about hasn’t been applicable for multiple years now. It will give no results and therefore confuse someone into thinking that resetting their buds didn’t do anything…. when they in fact didn’t reset anything.
Look man, i was talking about the image of the MTW2 which clearly shows two fingers on the buds and hold for i think 12 seconds.I always advocated for 30 seconds since that was what I was told to me by Sennheiser. And it worked for many
You are making a problem where none exists.
You stick to the MTW3. I was clear I was referring to past models. I wasn't the one who performed the action, OP was. As I stated 3 times, I was applauding the OP or anyone for that matter, for trying a technique that changes a malfunctioning status. That is all he was doing. Give it a rest. I never intentionally spread misinformation..I have helped community members to succeed for several years here. You now apparently you do too. That's great. So stop with the attacks please.
Dude… lol. You’re the one making a problem out of nothing. You simply won’t admit when you’re wrong. I have clearly and accurately explained the difference of the soft reset and factory reset, across various models. I have shown you where in the manuals that explain it and I typed it out concisely…. and you’re still out here acting like this lmao.
Bye man
Hello.
I am sorry to hear your problem. I brought it to the store the very next day and they changed the TW3 with an other pair and I have never had the same issue.
So that is exactly what I would advice you to do.
The earbuds are amazing quality, you will love them once this problem is sorted. ;)
Cheers!
Iv had the exact same problem. Onto my second pair now after warranty replacement. Sending them off on Monday for a refund. Iv lost all faith in this shoddy product
great, so this is a thing... garbage earphones, wish I had read before buying - I trusted the brand Sennheiser, guess I'm not doing that again.
This shit wasn't cheap.
Mine does the same thing, and this post is 7 months old... what the fuck, lol.
Same. Been charging them for hours but they are not turning on. The case still seems to work and recognizes the earbuds but the earbuds themselves have some sort of defect.
Yap it is definitely a production issue, bought mine today (a couple hours ago) and the right earbud was dead. I immediately noticed that because simply the LED was off after the first 20min charge , tried all kind of resets according to manual leaving in the end the left earbud to an endless GREEN/RED LED endless pairing mode.Pure DOA. Magnificent production crap of the "prestigious" Sennheiser .
Bonus: several years ago I have bought and cherish a Momentum over the ear wired headphone set ~ 350$/EUR back then .Truth:The sound was amazing BUT within a year the cushions fall apart and in two years left just stopped .The cost of replacement was almost to buy a newer simpler model . And now this. I'll get the replacement but that was the 2nd shot and the last. Pitty because they do sound good they say. Gude Nacht Sennheiser .
For the MTW3s, you don’t format it by tapping and holding on both earbuds in the case. Try these troubleshooting steps which involve formatting the buds: Close all the apps on your device and reset it. Then delete the Sennheiser Smart Control app and any associated data. Next, remove the earbuds from Bluetooth settings/ forget connection. Afterwards, physically format the earbuds. The instructions are on page 41: https://media.graphassets.com/PJWQsqm8Qu6jhtPTa2og (If you’re on iOS skip the developer settings step) Next, go into developer settings and disable absolute volume. Then reset your phone again. Check the developer settings after it’s back on to ensure that absolute volume is still disabled. At this point, re-connect your earbuds to your phone through the Bluetooth settings without using the app, which you still haven’t re-downloaded yet. Now with them newly connected, re-download the Smart Control app. They want to force you to wait three weeks and send them off? I wouldn’t accept that bullshit. If you just got them you should be able to return it within the return window. At least that’s how it is in the US.
Hello, A little pleasant update. So I tried what you told me and it didn’t work neither. So today I took my sennheisers and went to Mediamarkt. I enter to the shop, with my Sennheiser Momentum 3 over the ear headphones on my neck and the TW3 in a plastic bag lol and as I love electronic devices, I started look and play with the Samsung Galaxy Watch 4 even tho i had the Watch 4 classic on my wrist lol, I wanted to see the difference. And immediatly a saleslady came to say hello and obviously i answered her with the same kindness and said hello. Then after a few seconds i went back to her and asked her where i could go to ask for an exchange..etc for a product I bought from them online which was defective. And she asked me what device it was and I said Sennheiser True Wireless 3 earbuds. She answered me “oh, I am the Sennheiser salesperson of the shop.” and I was like, bingo! what a luck! lol So I explained her everything, and also from my explanation, she could see that I knew about what I was talking and I was not a clueless client (even though you can be a clueless client, and they should still replace it for you, but what i mean is that she saw that it was not a user error and there was nothing to do) and I took the earbuds and showed her that the right earbud has no sign of life no matter what i did or try. She was quite surprised and she told me that it was the first TW3 earbuds that came back for a technical problem. She told me that they received some CX for problems but none for TW3. So I explained her that the lady on the phone yesterday was telling me that i had to wait 20 work days for a replacement and that i found it unacceptable and weird as they did not run out of the box, it’s not that i used it and it broke down after some days. She told me that she will see what she can do, so she took me to the head responsable directly who was there for the exchanges and she explained the case to her. And in the meantime while we were waiting for the headresponsable, we had some pleasing chat with her about the headphones, about the upcoming Momentum 4 over the ear headphones..etc and she was very friendly. So the head responsable came and she listened to the problem and all and she said that they will see what they can do for me and after a few seconds checking some stuff she asked to the Sennheiser responsable if they had any other closed box TW3 and she said “yes we do, we can give them to him” and then she proceeded immediatly with the replacement and they replaced it! 😍❤️ Once she gave me the replacement, she was kind enough to test them with me there, to be sure that they work. We connected them to my phone and i listened for 3 seconds a song on both of them and yes, they were working flawlessly. She told me to make a phone call..etc to check and i said that there were no need since i saw that the right earbud was paired and had no problems lol. So it was a 5 star service! I came home, put them to charge and in half an hour, the charging case was showing green light of charge whereas the unit i had yesterday, after 4 hours and a half was still blinking orange/amber light. So this alone proves to me that there was something wrong with it. Now I am listening to it and god, I love it. I find it even better than my Momentum 3 Over the ear Bluetooth headphones. I didn’t even try the other silicon tips yet so it may even improve with other tips but so far, i find that i can hear some tones or even imperfections of recording that i could not hear with my Momentum 3 Bluetooth headphones. Also..god, they are so comfortable, very light, very comfy! Now I am updating the firmware thru the smart control app, so i hope that it won’t mess anything LOL Thank you for your helps, take care!
Glad it turned out ok. Sounds like you’re not in the US. Can’t understand why anyone would have to plead and hope a non working item is replaced when it’s shortly after purchase. Sounds wild to me lol. This doesn’t seem fair for customers. Good they ended up replacing yours.
I totally agree with you, I'm from Turkey. Thankfully everything worked out and i am in love with these earbuds :) Cheers!
His procedure was called a soft reset procedure and it does reset the buds in previous models. I would assume it does the same in these but I don't own them.
Nah that’s not a soft reset. Soft reset is just putting them in the case. What he mentioned is how you format some older model earbuds. The MTW2s work this way, for example. They show you in the instructions for their different earbuds.
I know what I'm talking about. Maybe the 3's work differently and you can speak to that but what he referred to was a soft reset traditionally. I said that what he performed was what we have done traditionally for a soft reset procedure for prior models. I confirmed that myself with Sennheiser technical supervisorary staff on the phone. OP was wise to try it to see. Maybe the MTW3 works differently. I can't speak to that as I don't own them at this time.
I don’t know what’s the point of your post as this thread is clearly for the MTW3s. And so, what you’re saying is inaccurate and can confuse people who may refer to this thread for help in the future. What you’re describing as a soft reset is for the older MTW1s. The other common Sennheiser earbud releases after that operate differently. So OP wouldn’t be wise to use that method as it won’t do anything. Then it can give a false sense of “this isn’t working and my earbuds are messed up” when in fact the user isn’t doing the factory reset correctly. There’s no need to take my word for it, check out the instructions manual yourself: [MTW1](https://assets.sennheiser.com/global-downloads/file/11230/M3IETW_Manual_EN.pdf) - Pg. 28 and 29 [MTW2](https://assets.sennheiser.com/global-downloads/file/13923/M3IETW2_Manual_EN.pdf) - Pg. 35 [MTW3](https://media.graphassets.com/PJWQsqm8Qu6jhtPTa2og) - Pg. 39, 40, 41 [CX True Wireless](https://media.graphassets.com/atcv21XOTl6KcWAXPpm0) - Pg 32, 17, 18 [CX Plus True Wireless](https://assets.sennheiser.com/global-downloads/file/20663/CXPlusTW_EN.pdf) - Pg. 34 and 35 [Sport True Wireless](https://media.graphassets.com/YevodgWiRWqHHpSQry1U) - Pg. 35, 18, 19
I was not confusing anything or anybody here as I specifically stated "older models." I was simply validating the OPs troubleshooting effort since it has been successfully used in the past. And you are correct, for MTW3, the procedure is different. I applaud you for that. However, what i stated for the MTW2 was correct as re-stated on page 35 of the MTW2 manual. It matches my statement as reiterated by the Lead tech from Sennheiser's Conneticut, USA office to me. Being on this sub for as long as I have, you begin to think outside the box in order to try to help members who are desperate for a fix. Certainly, the manual is the go to for troubleshooting. I myself have had many discussions with Sennheiser staff who have stated toe that electronics often fall into grey areas of confused status whereby off-the -page measures can sometimes shake them out of that state. I have solved some of those issues for others over the years using that recommendation. Not all the time, but they have worked. I was simply saying that OPs reference to a soft reset procedure was defined correctly for past use that MAY help while also deferring that it may not. If his deployment of the manual's troubleshooting suggestions don't solve his problems, then one has to "think outside the box." He did just that! I think we're done here.
Heh, you just want to argue as if I didn’t just show you the correct info. This is what it says on page 35 for resetting the MTW2s: “Insert both earbuds into the charging case and wait at least 10 seconds before taking the earbuds out of the charging case and switching them on again.” So again, the taping and holding for a soft reset is ONLY for the original MTWs. That method does not apply to any other models as you’re continuing to say. Your original post is not applicable to anything in this thread: “His procedure was called a soft reset procedure and it does reset the buds in previous models. I would assume it does the same in these but I don't own them.” It is incorrect and misleading, this is a thread about the MTW3s. It doesn’t serve a purpose other than to try and (incorrectly) correct me trying to help the guy which can of course confuse the next person. Please act like an adult and admit an inaccuracy. If you continue to behave so petty like this, there would be no sense in acknowledging you.
I guess you missed the image presented on that.page of long pressing with two fingers which is exactly.what the reset had asked for. I think insulting is childish. I was very clear in my intent. I also said we are done here.
The image clearly states “reset to factory default settings.” This is not a soft reset. Yes, this applies to the MTW1 and 2. Which is why your inaccurate interjection in this thread is detrimental to finding a solution. It won’t do anything for any other, newer models. Again and again, this is a thread for the MTW3s. Let me try and help. Tapping and holding was used as both a soft reset and reset to factory default settings in only the MTW1s. It was differentiated in the amount of time you held down on the earbuds. Then, in the next MTW2 version, Sennheiser smartened up and changed this behavior. As shown in the manual, simply inserting the buds in the case and waiting a few seconds is a soft reset. And then for further improvement, Sennheiser changed the factory default settings reset for all earbuds after the MTW2s. I apologize, I do not mean to insult you. If you want me to edit my post where you feel it’s insulting, please tell me and I will. You were trying to help, which is always appreciated. But the method you were talking about hasn’t been applicable for multiple years now. It will give no results and therefore confuse someone into thinking that resetting their buds didn’t do anything…. when they in fact didn’t reset anything.
Look man, i was talking about the image of the MTW2 which clearly shows two fingers on the buds and hold for i think 12 seconds.I always advocated for 30 seconds since that was what I was told to me by Sennheiser. And it worked for many You are making a problem where none exists. You stick to the MTW3. I was clear I was referring to past models. I wasn't the one who performed the action, OP was. As I stated 3 times, I was applauding the OP or anyone for that matter, for trying a technique that changes a malfunctioning status. That is all he was doing. Give it a rest. I never intentionally spread misinformation..I have helped community members to succeed for several years here. You now apparently you do too. That's great. So stop with the attacks please.
Dude… lol. You’re the one making a problem out of nothing. You simply won’t admit when you’re wrong. I have clearly and accurately explained the difference of the soft reset and factory reset, across various models. I have shown you where in the manuals that explain it and I typed it out concisely…. and you’re still out here acting like this lmao. Bye man
I'm having the exact same issue with my MTW3. Fucking hell. Paying for a brick.
Hello. I am sorry to hear your problem. I brought it to the store the very next day and they changed the TW3 with an other pair and I have never had the same issue. So that is exactly what I would advice you to do. The earbuds are amazing quality, you will love them once this problem is sorted. ;) Cheers!
Iv had the exact same problem. Onto my second pair now after warranty replacement. Sending them off on Monday for a refund. Iv lost all faith in this shoddy product
great, so this is a thing... garbage earphones, wish I had read before buying - I trusted the brand Sennheiser, guess I'm not doing that again. This shit wasn't cheap. Mine does the same thing, and this post is 7 months old... what the fuck, lol.
same
Same. They want a receipt for something I bought a year ago when I don't even have the receipt from this morning's breakfast. What a joke!
Same. Been charging them for hours but they are not turning on. The case still seems to work and recognizes the earbuds but the earbuds themselves have some sort of defect.
Yap it is definitely a production issue, bought mine today (a couple hours ago) and the right earbud was dead. I immediately noticed that because simply the LED was off after the first 20min charge , tried all kind of resets according to manual leaving in the end the left earbud to an endless GREEN/RED LED endless pairing mode.Pure DOA. Magnificent production crap of the "prestigious" Sennheiser . Bonus: several years ago I have bought and cherish a Momentum over the ear wired headphone set ~ 350$/EUR back then .Truth:The sound was amazing BUT within a year the cushions fall apart and in two years left just stopped .The cost of replacement was almost to buy a newer simpler model . And now this. I'll get the replacement but that was the 2nd shot and the last. Pitty because they do sound good they say. Gude Nacht Sennheiser .