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ROG Cetra TWS (Black Version) Left earbud is flashing red & blue only when charging

hechanovajun23
Level 8

Good morning everyone! I have the ROG Cetra TWS (Black Version). The Left earbud is flashing red & blue only when charging. I did the reset but still the left earbud is not working or not charging. You can watch the video here: https://youtube.com/shorts/ttFI6WmswnI?feature=share

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1 ACCEPTED SOLUTION

Accepted Solutions

Aureliannn_ROG
Customer Service Agent

Hi @hechanovajun23 ,

based on your issue, may I ask have you update the firmware of ROG Cetra in Armoury Crate?

Have you make sure that all item's firmware in Armoury Crate update center and Armoury Crate is at the latest version?

Could you provide the Armoury Crate version and a screenshot of the Armoury Crate Update Center?

May I ask whether the left earbud can work normally?

When did the issue occur?

Also, could you also help record and provide the relevant logs for us to investigate further?
For log operation steps, please refer to Q5: What is App Diagnostics? (New Feature)
https://www.asus.com/support/FAQ/1043747/#a14
After recording the log, please upload it to the cloud, approve access, and PM me the link.

Thank you.

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5 REPLIES 5

Aureliannn_ROG
Customer Service Agent

Hi @hechanovajun23 ,

based on your issue, may I ask have you update the firmware of ROG Cetra in Armoury Crate?

Have you make sure that all item's firmware in Armoury Crate update center and Armoury Crate is at the latest version?

Could you provide the Armoury Crate version and a screenshot of the Armoury Crate Update Center?

May I ask whether the left earbud can work normally?

When did the issue occur?

Also, could you also help record and provide the relevant logs for us to investigate further?
For log operation steps, please refer to Q5: What is App Diagnostics? (New Feature)
https://www.asus.com/support/FAQ/1043747/#a14
After recording the log, please upload it to the cloud, approve access, and PM me the link.

Thank you.

Please find my answers below:

based on your issue, may I ask have you update the firmware of ROG Cetra in Armoury Crate?

Yes.

Have you make sure that all item's firmware in Armoury Crate update center and Armoury Crate is at the latest version?

Yes

Could you provide the Armoury Crate version and a screenshot of the Armoury Crate Update Center?

Current version is 1.61

May I ask whether the left earbud can work normally? 

Left earbud will not power on. Right earbud working fine. Can I send it back to customer repair dept for repair? There is no technician in my area (Bacolod City, Negros Occidental) who can repair it.

When did the issue occur? Just a few weeks back. But I purchased this in Jan 2023. Warranty : Valid until 2024-09-22

 

Hi @hechanovajun23 ,

thanks for providing the information, in order to better assist you, could you kindly provide the screenshot of Armoury Crate Update Center and the log?

For screenshot of Update Center, please go to Armoury Crate> Settings> Update Center, and kindly provide the screenshot.

For log operation steps, please refer to Q5: What is App Diagnostics? (New Feature)

https://www.asus.com/support/FAQ/1043747/#a14

After recording the log, please upload it to the cloud, approve access, and PM me the link.

With these information, the backend team can verify your issue mode clearly.

Thank you.

Hi @hechanovajun23 ,

we appreciate your assistance. We kindly request the following information to better understand and address the issue:

  1. Can you confirm if the headphone's battery indicator is illuminated in the app?
  2. Does the illumination only occur while charging? After picking it up, does the light go off? 

Additionally, could you please share the serial number of your headphones via private message? Thank you.

I already filed a warranty replacement to China supplier.