Known Issue Keeping Apple Products Connected via Bluetooth
10/18/2019
We have received several reports from Apple customers who have had trouble staying connected to their Audioengine products via Bluetooth since the release of recent iOS and MacOS software updates. We are doing our part to provide Apple with reporting on these issues and working toward a timely resolution.
Apple has recently released their 13.3.1 update that addresses Bluetooth connectivity issues and we would encourage you to download it by going into your iPhone/iPad Settings> General> Software Update. After the update to 13.3.1, please go to Settings> Bluetooth> tap the encircled "i" to the right of the Audioengine product> tap Forget this device. Then unplug/power off your Audioengine product and plug it back in/power it back on, and pair to it again from your phone. Most customers have had success with these post-update steps, but some have had to repeat them a few times to achieve it. For those who have not, here are our troubleshooting tips that most other iOS users have confirmed resolved their Bluetooth connectivity issue:
(For our wireless speakers, please check to verify that the antenna is attached to the back of the powered speaker. If you’re unable to locate the antenna, double-check the plastic bag that contains the product manual and brochure.)
1) Try restarting your iPhone and iPad as well as the speakers to see if that fixes the issue.
2) Check to make sure your Apple device is running the most up to date version of software available.
3) Try disconnecting from and forgetting the Audioengine device through your iPhone/iPad’s Bluetooth settings, and re-pairing.
4) Try playing audio from more than one application on your iPhone, iPad, or Mac.
5) Try using a different source device (not your iPhone or iPad) with your Audioengine product to see if the issue follows. Be sure to test your Audioengine product using the analog input as well.
6) If none of the previous steps have worked for you, try resetting the network settings. This will wipe all networks from your iPhone/iPad (Bluetooth, Wi-Fi, and Cellular) so you will want to make sure you know or have stored the Wi-Fi passwords you need. You will likely need to set up all Bluetooth connections again as well. To reset the network settings, go to Settings > General > Reset > Reset Network Settings.
For MacOS users:
The first thing we'd recommend trying is a NVRAM/PRAM reset. This resets the system configurations for some audio and video related functions and can help clear up problems related to audio. After this reset, you may have to go into your Bluetooth settings and "forget" your Audioengine product, power your Audioengine product off and on, restart your Mac, and pair with the Audioengine product again. Here are the steps for how to do the NVRAM/PRAM reset:
1) While holding the Shift + Option (Alt) keys on your Mac's keyboard, click the Bluetooth symbol in the top-right corner of the macOS menu bar. (If you don't see it there, you need to check Show Bluetooth in menu bar in System Preferences -> Bluetooth.)
2) Locate the revealed Debug submenu and hover your mouse cursor over it.
3) Click "Reset the Bluetooth module".
4) Now, restart your Mac.
*We also recommend checking the App store to see if there is a newer version of Mac OS you could be running.