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.

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