Article ID : 00154565 / Last Modified : 09/01/2016

Cannot playback music transferred to the Neckband-style Wearable device.

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IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

To troubleshoot the issue, check the following.

  • Make sure the battery is fully charged.
  • Initialize the Neckband-style wearable device.

    1. While the device is turned on, press and hold the Power button for 16 seconds.
    2. After it shuts down, press the Power button and the VOLUME DOWN button simultaneously for more than 10 seconds until the device vibrates.

      NOTE: The light indicator will flash for about 10 minutes, then the device turns off, and if the same issue occurs repeatedly, there is possibility the initializing has failed.

  • Make sure the audio format of the music files are supported.

    The following audio file formats that are transferred by Media Go™ version 3.0 and Apple® iTunes® software version 12.4.2 are supported:

    • MP3
    • AAC
  • The music files may be corrupted.

    If the music files are corrupted, check the following.

    • When you transfer music files, make sure that no other tasks are running on your computer until transferring is completed. Otherwise, the music files may be damaged.
    • Delete the music files that are not played by the device, and transfer the music files again.
    • Reset the Neckband-style wearable device to factory default.

      WARNING: There is a risk of data loss. Resetting the device to factory default erases all the data saved on the Neckband-style wearable device. Make sure you have backed up any pictures or music files before following the steps below.

      1. While the device is turned on, press and hold the Power button for 16 seconds.
      2. After it shuts down, press and hold the Power button and VOLUME DOWN button simultaneously for more than 10 seconds until the device vibrates.

        NOTE: The light indicator will flash for about 10 minutes, then the device will turn off.