Sound from my HUAWEI earphones/speaker stutters or there is no sound at all during video playback or calls

Applicable products： HUAWEI FreeBuds 5i，Honor FlyPods Lite，HUAWEI FreeBuds 3i，HUAWEI FreeBuds 4i，HUAWEI FreeBuds Pro 2，HUAWEI FreeBuds，HUAWEI FreeBuds SE，HUAWEI FreeBuds 4E，HUAWEI FreeBuds 5，Honor Mini Speaker，HUAWEI FreeBuds 3 Wired Charging Case，HUAWEI FreeBuds 3，HUAWEI FreeBuds 4，HUAWEI FreeBuds Pro，HUAWEI FreeLace Pro，HUAWEI FreeLace Lite，HUAWEI FreeBuds Studio，HONOR Magic Earbuds，HUAWEI FreeLace，HUAWEI Mini Speaker，HUAWEI FreeBuds Lipstick，HUAWEI FreeBuds Lite，HONOR Sport PRO
Applicable system: Unrelated to OS version
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Sound from my HUAWEI earphones/speaker stutters or there is no sound at all during video playback or calls

When you play a video or make a call in an environment with strong radio signal interference (such as at high-speed railway stations, shopping malls, or laboratories), the sound from the earphones may stutter or there is no sound at all. This is normal, and it is recommended that you avoid using your earphones in such environments. If you are not in such an environment, perform the following to troubleshoot:

  1. Check whether the battery level of the earphones is low.
  2. Update the firmware of your earphones/speaker and phone/tablet system to the latest version. For details about how to update the earphones' firmware, please refer to Update guide for earphones.
  3. Restore the earphones to their factory settings and pair them with your tablet/phone again. Place your phone/tablet within 10 metres of the earphones.
  4. Play local music instead, or move to a place with a better network connection: If the network signal is poor, online music playback or calls may be slow.
  5. There may be an issue with the audio file or media player. Try another audio source or player.
  6. Enable Low audio latency only when playing a game, and disable it when playing audio or video, for an optimal listening experience. You can do so as follows:
    • FreeBuds 5/FreeBuds Pro 2/FreeBuds 5i: Find the earphones card in the AI Life app, go to Settings > Low audio latency.
    • WATCH Buds: Open the Huawei Health app, touch Device, access the device details screen, and go to Earbuds > Settings > Low audio latency.

Disable HD audio mode (if available on your device) depending on your needs, as frame freezing is more likely to occur due to interference sources in this mode. To disable HD audio mode:

  • /FreeBuds Pro 2: Find the earphones card in the AI Life app, and go to Sound quality & effects > Prioritise connection quality.
  • FreeBuds Studio: Go to Settings > Bluetooth > Paired devices, find the target earphones, touch , and then disable Smart HD.

If the issue persists, take your device and proof of purchase to an authorised Huawei Customer Service Centre for assistance.

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