AirPods Max audio cuts out frequently despite extensive troubleshooting

"AirPods Max audio cuts out frequently despite extensive troubleshooting: [...]She describes the issue as a hiccup in the audio playback. No static, just a brief jump. I saw similar issues being talked about a lot, but it seems most of the forums are old and don't really have answers. I'm hoping maybe some new information has come to light. [...] am happy to fill in more details if needed. Any tips or advice are greatly appreciated!"

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Troubleshooting Hiccup Noise on AirPods:

Seeing "hiccup", are you saying there is a popping noise? If so, it sounds like the issue no more than distortion.

Why the Sound Issue?

There might be interference of sorts.

So, Three things to Refer to:

A. Reset your AirPods:

• How to Reset your AirPods and AirPods Pro - Apple Support

B. Sound Issues:

• If your AirPods Pro Make Crackling or Static Sounds - Apple Support
• If the Sound from your Wireless Headphones Cuts Out or is Distorted - Apple Support

C. Update your AirPods:

Go Here: Update your AirPods Firmware - AirPods

AirPods are updated by being connected to a device that itself is connected to the internet. AirPods can not be updated in standalone, as they are not assigned an IP Address.

Thanks for the response. We have tried all three of those steps multiple times without any success.

She says the hiccup is hard to describe, but it’s not static or a loud pop, and it’s not robotic or frizzy. From what I gather, the chipset seems to freeze and lag during audio playback for some reason.

I’m inclined to say it’s not distortion because distortion as I know it can usually be reproduced easily, especially at certain parts of songs, at loud settings, and with high or low quality files. This issue seems to happen randomly, does not repeat at the same sections, and manifests in multiple types of downloaded media.

We have now tried toggling the Reduce Loud Sound option in Headphone safety, but it hasn’t worked. Are there any other tips or possible settings that could cause sporadic playback interference?

Edit...

"Thanks for the response. We have tried all three of those steps multiple times without any success. She says the hiccup is hard to describe, but it’s not static and it’s not robotic or frizzy. From what I gather, the chipset seems to freeze and lag during audio playback for some reason. [...]This issue seems to happen randomly, does not repeat at the same sections, and manifests in multiple types of downloaded media.[...]"

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You are welcome.

If it is intermittent, then the issue is occurring as it comes about, not being assigned to a certain spot on the song, as you are not hearing it, on HER iPhones. Sometimes, you need to trim your ears, as static can come about. Its human nature to thank that would be static. Using a q-tip would be wise to use (if permitted by a doctor or whomever else). But, getting new earth may just fix it. Apple gave you these, so there is no concern for "fake" AirPods. What happens when you unpair these, and hen try it on another device? Does she hear it?

Troubleshooting AirPods Connectivity:

A Few Thoughts to Try:

A. Visit Apple Support links:

• If your Left or Right AirPod isn't Working - Apple Support

• If your AirPods Won't Connect – Apple Support

• Connect and Use your AirPods and AirPods Pro – Apple Support

B. Verify the Balance:

1. Go to: Settings
2. Tap: General
3. Tap: Accessibility
4. Scroll Down: to Hearing
5. Adjust: the audio volume balance

C. Also, Clear Out Earwax:

How to Clean your AirPods and EarPods - Apple Support

D. If connecting to a Mac...

Reset the Bluetooth Module:

Bluetooth may be in a constant loop of not being able to connect.  Go Here: Use "Reset the Bluetooth module" to Fix Constant Bluetooth Disconnections - User Tips

"Thanks for the response. We have tried all three of those steps multiple times without any success. She says the hiccup is hard to describe, but it’s not static and it’s not robotic or frizzy. From what I gather, the chipset seems to freeze and lag during audio playback for some reason. [...]This issue seems to happen randomly, does not repeat at the same sections, and manifests in multiple types of downloaded media.[...]"

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You are welcome.

Cleaning These of Reside:

A. Start Here: How to Clean your AirPods, AirPods Pro, AirPods Max, and EarPods - Apple Support

B. Use a Microfibre Cloth:

Using a microfibre cloth, gently rub it off.

C. Removing Earwax:

Using a wooden toothpick, lightly slip it inside the case, seeing if you can slowly remove gunk (i.e. earwax). It may take a few tries. Tap the debris softly, and then extract the wooden toothpick, continuing until all is gotten out.

D. Don't Use an Spray:

If you were to use liquid cleaning products (i.e. Windex), then that may do bodily harm to your ears. So, if done, then it's time for a new pair, and you should see a doctor.

Sorry for the delayed response. We've done some more troubleshooting over the last week, and I have some info to add to the problem.

• • We took them on a road trip and tried them out in different places with limited or other WiFi, so I think we can rule out interference.
  • I don't think it's an earwax problem. Our ears are clean; these are Maxs and don't go into the ear canal; and we've had it happen on three new sets now. Everything is as clean as it can get.
  • We swapped my new set to my girlfriend's phone, and she has confirmed it happens with them, too. She claims it doesn't happen as often, though, but it still seems completely random, so it's hard to say.
  • I swapped hers onto my phone, and I finally heard it. That was big for me because it was hard for me to really discuss what was happening. I can give some more information on my experience now.

So far, I've only had it happen on the library's app called Libby while on my phone. However, my girlfriend has claimed to have heard it on multiple apps still. I still haven't heard it while listening to music on my computer, so I'm beginning to wonder if it's a hardware/firmware/software glitch. Here are a few notes I can say about my experience hearing the issue:

• • My phone is an iPhone 14 Pro Max.
  • It does sound like both sides make the same noise simultaneously.
  • The books I've listened to on the Libby app are fully downloaded, and I've deleted and redownloaded them.
  • When I rewind, the issue does not recur at the same spot.
  • The issue is very random. Sometimes it happens every few minutes, and other times it happens once every thirty minutes. My girlfriend says she's had it happen up to ten times in a row.
  • The issue varies in loudness.
  • My description of the issue is that of an audio hiss/crackle-pop. It's almost like the sound of something brushing a microphone or the sound of an audio cable being wiggled in its socket.
  • If I were to spell out the sound, it might sound like a "Phwesh!" for a split second.
  • The sound overlaps the audio media, which keeps playing.
  • I doubt it's a dirty microphone issue since it's happened on three brand-new sets that are as clean as can be.
  • The sound happens while there is outside noise and while in quiet environments.
  • Again, toggling the different modes and reconnecting the units don't seem to have an impact.

I think that's all I can think of for now. Honestly, we are getting a bit frustrated at this point and are considering trying to get a refund. Waiting and knowing that this issue is going to come makes listening to these headphones a bit like a form of torture, like a dripping faucet while you're trying to sleep, and these units are too expensive to have to deal with such an irritation.

I will continue to look for some more information, and I appreciate any info anyone can share. I suppose I'm hoping there's a glitch that requires a recalibration that I'm unaware of, or that there's a known software issue that's being fixed in a new update. However, I haven't found anything to support either of those notions. I'm also happy to troubleshoot some more before I make a final decision.

I really appreciate the thoughts and support!