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Hi J237, Thanks for your inquiry. We're sorry for the inconvenience. Kindly verify if the headphones are connected to the input device and turn off hear from both speakers and headphones at the same time on the input device then check to see if the audio signals will be output from only the headphones. In any case that you need our assistance, please email us at [email protected] with the following details: Name: Bestbuy Username: Model Number: Issue: Telephone Number: Sincerely, Jess
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