It's not unusual for the 'welcome back' prompt to play on one side, or for the 'Bluetooth connected' prompt to play slightly out of sync. This can be a common experience with true wireless products.
You'll likely hear the 'welcome back' prompt on the side you take out of the case first, with the 'Bluetooth connected' prompt following on both. Experiencing out of sync voice prompts on your NuraTrue does not mean your music will be out of sync.
One Side Not Connecting, or Music Out of Sync
If you're experiencing issues with one side of your NuraTrue not connecting, or if your music is playing out of sync, please try the following:
Place your NuraTrue in the charging case for 10 seconds.
The charging case will need to contain charge for this reset to work. If your case does not have charge, simply connect the case to the included USB-C charging cable and charge for two hours on either a USB wall outlet or computer USB-A input.
Hold down the Touch Buttons on both sides of your NuraTrue for 10 seconds to reset.
You will first hear a tone indicating that you have entered pairing mode after five seconds. Continue to hold the Touch Buttons for five more seconds until you hear a tone indicating the reset has been complete.
Checking the IR Sensor.
|Highlighted in blue, the IR sensor detects when you are wearing NuraTrue. Additionally, the illustration shows the small wing attachment connected to NuraTrue.|
Remove the wing attachments to see if this resolves the issue. If your issue is no longer present after removing the wing attachment, it may mean it was previously not attached correctly to NuraTrue, and the wing attachment may have been previously blocking the IR sensor which can cause issues.
For instructions on how to correctly install the wing attachments, please see this article.