Article ID : 00246346 / Last Modified : 05/27/2020

How to care for the WI-1000XM2 headphones

    If foreign substances (such as earwax) build up in the earbuds, no sound may come out or the volume may seem lower than usual. If this is the case, examine the mesh of the earbuds (the parts where sound output) and clean them.

    Note: We recommend caring for the earbuds regularly to prevent those issues.

    How to care for your headphones

    1. While holding down the unit, twist and pull to remove the earbud tips.
      Note: Do not pinch the end of the earbud tips when removing them.

      twist and pull the earbud tip off

      example of do not pinch the tip and pull it off

    2. With a cloth dampened with water and wrung tightly, clean the mesh of the earbuds (the parts where sound comes out) to remove dirt, earwax, or anything that may have accumulated, being careful not to accidentally push dirt or debris into the earbuds.
      diagram of damp cloth cleaning debris from the earbud mesh

      Notes:
      • Do not rub the mesh too hard, or the mesh may peel off or get torn.
      • If sweat or moisture gets inside the mesh, tap the earbud gently towards the cloth before the water dries.
        side by side diagram showing water in the earbud and then tapping the earbud gently on a cloth to remove excess water

    3. Firmly reattach the earbud tips completely, making sure the earbud tips are not attached loosely or in a skewed manner. Once the earbud tips are attached, check to see if the headphones (earbuds) work properly.

      reattaching the earbud tip

      reattaching the earbud tip securely to the end of the earbud

      side by side diagram of examples with earbud tip loosely on the earbud and attached sideways