An issue that can be experienced with the Samsung Gear IconX 2018 earbuds is that the volume on one side will decrease quite significantly compared to the other side.
This is not an immediate cause for concern, and there are a few things you can check to help this.
This feature on these units is intended for the user to be safer in their day-to-day life, as it allows sound to travel through the earbud so the user is more aware of their surroundings.
This can be perceived as a lowered volume.
This is typically activated by default, but you can turn this off by touching and holding the touchpad until you hear "Turn off ambient sound." Then, you will hear "Ambient sound turned off" and the feature will be deactivated.
For further information about this feature, please see the link below.
Use Ambient Sound Mode on Gear IconX (2018)
Clean or replace mesh
On occasion, a build-up of dirt, dust or earwax can interfere with the sensors in the unit, and can lower the sound as it thinks it is out of place or obstructed.
In the original packaging of your headphones, below the foam insert, there will be a few small cardboard boxes.
In the thinner of these, you will find a brush, replacement mesh coverings and an instruction sheet.
Please attempt to clean the unit as per the instruction sheet.
If cleaning the unit does not resolve the issue, please turn the instruction sheet over and follow the steps to replace the mesh covering. This will often resolve the issue.
Please ensure you are being very gentle, as physical damage to the unit may not be covered under warranty.
Please ensure the earbuds are securely and snugly fitted, as the sensors may not detect you correctly otherwise.
If the unit is removed from the ear or thinks it has been removed, it will likely turn off sound.
Reset the unit
In the event that the above troubleshooting has not resolved your issue, please attempt to reset the unit to factory default.
You can do this using the Samsung Gear app, or with the reset button on the headphones.
Please see the link below for instructions on how to do this if you are unsure.
Reset the Gear IconX (2018) Earbuds
If you are still experiencing issues following the above, please contact our Support Team via our Help Desk, and let them know which troubleshooting steps you have attempted.