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SoundSpot paired and on but no sound

Susanna Feb 17, 2016 08:05PM CST

I am 100% sure my soundspot soundfreaq device is paired with my computer.
On my playback devices, it says it's connected and I can see the green bar moving up and down because the sound should be coming out from the speakers.
I even went to my devices - Soundspot - and clicked services and it says it's paired and ready to play.
The volume is on for sure. I can hear the white noise coming from the speakers but not the sound that is being played from my computer.
Also, the charging port seems to not be working too. I've tried different use cables, but they all don't work.

Up 0 rated Down
Lisa Feb 18, 2016 04:22PM CST SOUNDFREAQ Customer Service Ninja
Susanna, thank you for being a Soundfreaq customer, and I'm sorry to hear you are experiencing both Bluetooth connection and charging issues with the Sound Spot.

Is this a new out of box issue, or were you able to play music from your computer in the past? If you have access to any smart devices, please try connecting the speaker with a smartphone or tablet as well to see if the issue persists. This is to verify whether it is a defect with the Soundfreaq or a connection issue specific to the computer.

If you have not done so already, please try removing "Sound Spot" from Bluetooth > Devices, then re-pairing from the beginning to see if the issue persists.

Finally, in regards to the charging port, if you are unable to charge with multiple USB cables, unfortunately, we do recommend replacing the speaker all together.

Please email us at support@soundfreaq.com so we may collect your contact information for the warranty replacement process.


- How long you've owned your unit before the issue started occurring.
- Serial number located on the bottom of the unit on a white barcode sticker.
- Your shipping address and phone number for delivery.
- Color of your Soundfreaq.

Thank you for your patience, and we apologize for the inconvenience. Any questions, please let us know.
Up 0 rated Down
Maureen Feb 29, 2016 11:19PM CST
I am having same issues as person above. It looks to be connected to my phone via Bluetooth, I hear white noise but nothing is coming out of my pocket kick. What color should the button be on the pocket kick? Mine is white. I charged it all night.
Up -3 rated Down
Soundfreaq Support Feb 29, 2016 11:46PM CST SOUNDFREAQ Customer Service Ninja
Maureen, thank you for being a Soundfreaq customer, and I'm sorry to hear you are also experiencing audio issues on the Pocket Kick. A white power indicator light shows that the speaker is fully charge, green means it is charging, and alternating white and green means it is running low on battery.

In regards to the white noise, is this a new out of box issue, or were you able to play music via Bluetooth from your phone in the past?

If you have not done so already, please try resetting the Bluetooth connection by removing "Pocket Kick" from Bluetooth > Devices, before re-pairing from the beginning.

If the issue still persists and you are still unable to play music, unfortunately, we do recommend replacing the speaker all together.

Please email us at support@soundfreaq.com so we can get the warranty replacement process started.

Thank you for your patience, and we apologize for the inconvenience. Any questions, please let us know.

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