LG Tone Ultra TS Guide

Authored by: Support.com Tech Pro Team

1. HBS835: Get the Manual

Troubleshooting the LG Tone Ultra HBS-835

The first thing you'll want to do is have the manual close at hand. If you are unsure where your user manual for this product is, please click here.

Also, here are some general diagrams from the manual that will help in this process:

2. HBS835: What Issue?

3. HBS835: No Power

Your best bet when your device does not power on is to make sure it is charged. Plug it in for a while and see if that alleviates the issue.

Here are some diagrams that will help you determine if your device is charged or is able to be charged:

4. Escalation Reminder

Friendly Reminder: Unless you're absolutely sure the device needs to be replaced, you can always escalate issues directly to the manufacturer!

5. Contact LG

6. Within 30 days?

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Was the product purchased within the last 30 days?

7. Defective device Return to Store

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the guest is stating that the device is not functioning after troubleshooting steps have been completed, please advise them to take it back to the store with their receipt.

Don't forget to mark steps complete as you go through GPs.

8. Within Manufacturer Warranty?

Most products come with a manufacturer's warranty period. Please visit the MFG's website to determine whether the product is still covered.

9. Protection Plan

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Does the guest have a Protection Plan?

10. Protection Plan

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Does the guest have a Protection Plan?

11. Recommend Replacement

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If it is obvious that the item has suffered catastrophic failure, and it is outside of any applicable return period/warranty coverage period (or the Guest does not have a Protection Plan), then offer to assist them in finding an applicable replacement. Make sure to empathize with your Guest.

Don't forget to mark steps complete as you go through GPs.

12. HBS835: Can't Connect

Be sure that the device you are attempting to connect to is in range:

Once your device is in range, follow these steps:

1) Make sure the headset is turned on. Please refer to step 1 of this giude for what the lights mean.

2) Have your device "forget" the saved bluetooth connection with your LG Tone Ultra headset. 

3) Hold the multifunction button and slide the power switch to the "on" position to put the LG tone into search mode.

4) Attempt to reconnect using the steps in the following guide: 

Launch LG Tone Ultra Bluetooth pairing Guide

Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically

13. Jump to General Troubleshooting

Please be sure to submit Guided Path feedback so your issue can be added to future versions of this guide. Follow the link below to the general troubleshooting Guided Path:

Launch General Troubleshooting

Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically