Apple Sending Replacement AirPods With Unreleased Firmware, Rendering Them Unusable

[MacRumors]

Customers who require a replacement AirPod from Apple have in some cases been receiving an AirPod running 2D3 firmware, which is not a version of the AirPods firmware that's been publicly released.

As described on the MacRumors forum and Reddit (via iMore), customers who get an AirPod with the 2D3 firmware are unable to pair it with the existing unreplaced AirPod, leaving the AirPods unable to be used together.

Apple has apparently been shipping these AirPods running the unusable firmware since March 25 or earlier, so some customers have been without a functional set of AirPods for a few weeks. From Reddit:

Having the same problem. Had the left replaced originally and that came with 2D3. Apple then replaced the right and that came with 1A673. I could get them to pair individually, but that's ridiculous.

I eventually got through to a senior advisor yesterday who used screen sharing to take a look for himself; he was totally confused and handled it great so far. He made himself the assignee for my case and I'm expecting a call back today after he left me with some tips from engineering. Those tips didn't work and now it appears both AirPods are fried. I can no longer get any AirPod to pair with my phone. The case is fine since I can pair my wife's AirPods with my phone using my case.

The advisor did admit that I'd never be able to get these to pair since the lesser versioned AirPod wouldn't be able to update to a non-public version. He even said there's little documentation on it, and that what likely happened is when it was made, 2D3 was about to be released but ended up not coming out because of bugs.

Apple's support staff has been unable to help customers, and even after multiple AirPods shipments, customers have been unable to get a working set. From MacRumors reader blue_marzipan:

I have the same problem and have spent the last 2 days trying to get Apple to help. The issue is the firmware 2D3 is not available for update yet. I finally got to a Senior Adviser and he said he could not help me other than send me another set but could not check the firmware before shipping so may or may not match. They have sent me 2 left ones, both with the 2D3 firmware which of course won't sync with the other one and cannot be updated. The adviser wasn't helpful at all. He said if many people report the problem (in my case it took 48hrs to get to him), then engineers might look at it. Otherwise there was nothing he could do for me.

And from MacRumors reader SorsCode, who is experiencing the same problem:

Update: Not a good one, but an update. I'm on my 4th replacement on the right Airpod now and still haven't been able to get one with 2D3 on it. They have sent me both Left and Rights at the same time. All my lefts have been 2D3 and my rights have been all over the place. Escalating tonight to see if we can just stop the madness and get a refurbished set sent.

According to a person on Reddit who spent 10 hours talking to Apple's support staff over the course of a week, the 2D3 AirPod problem appears to be somewhat widespread, and given that Apple's teams are working from home right now, there's no available word on when the new 2D3 firmware might be released to solve the problem.

There will be no solution until the new firmware is released, but in some cases, Apple's support team has been replacing affected replacement AirPods with new, functional sets that are running older firmware. This doesn't appear to be universal, though, and there are still some who are struggling to work out the problem.

This appears to be an issue that is primarily impacting customers who own the second-generation AirPods, but there have been a few reports from customers who own AirPods Pro that have been affected.

Article Link: Apple Sending Replacement AirPods With Unreleased Firmware, Rendering Them Unusable

 

[orbital~debris]

This is faintly absurd. Given the current situation across the planet, Apple should be supplying new sets to customers while they work out how to resolve this firmware snafu.

 

[DribbleCastle]

I had a similar issue but my replacement Airpod (left 2nd gen) came with an out of date firmware. It took me forever to figure out what was going on and how to finally fix it. I had to leave it in the case within 4 inches (unpaired) of my iPhone. Somehow without being paired, the iPhone will magically update the firmware (may take like 20+ minutes). One of the worst Apple experiences I've had in a while.

 

[BootsWalking]

"I finally got to a Senior Adviser and he said he could not help me other than send me another set but could not check the firmware before shipping so may or may not match."

If only there was a software program that allowed companies to track critical details of each device being manufactured, for example the firmware version. EDIT: Found it - it's called a "database".

 

[metalsiren]

make it simple, if the new firmware is ready to be put on replacement units.. then it should be good enough to release to the public. so do that and problems solved

 

[Kylo83]

make it simple, if the new firmware is ready to be put on replacement units.. then it should be good enough to release to the public. so do that and problems solved

exactly! don't understand why we don't have it

 

[BugeyeSTI]

I had a similar issue but my replacement Airpod (left) came with an out of date firmware. It took me forever to figure out what was going on and how to finally fix it. I had to leave it in the case within 4 inches (unpaired) of my iPhone. Somehow without being paired, the iPhone will magically update the firmware (may take like 20+ minutes). One of the worst Apple experiences I've had in a while.

Maybe you could PM a moderator and get them to add your info to the main article so others seeing this problem can get their airpods working..

 

[Baymowe335]

How many were sent with this firmware?

 

[Andres Cantu]

Classic Apple: it's never a problem until it's a PR problem.

 

[Cirlonde]

Wow, I feel like I just dodged a bullet I didn't even know existed! The microphone in my right AirPod died while still under warranty (by about 5 days). Apple sent me a new right AirPod last week. I did have to put both AirPods (old left + new right) in the case and on the charger for about 20 minutes before it would pair. It looks like I have the 2C54 firmware. Not sure how I'd survive working remotely without my AirPods.

 

[zorinlynx]

Apple seems to be dropping the ball lately in small but irritating ways. And this started happening long before Covid-19, so it's not that. I hope they can get their crap together soon.

 

[docal97]

So interesting to see this post. Apple this week replaced both of my AirPods Pro's. Left was able to pair and is on the latest firmware. Right will not pair no matter what is tried. Apple is replacing the new right AirPod with another new one, which I should have tomorrow. Hopefully that one works... Spent quite alot of time as well on calls with Apple including with a great Senior Advisor, who spent about 90 minutes with me on the phone and tried everything possible to get my right AirPod to connect without success. Could not even tell what the firmware was on that AirPod because it could not connect to my iPhone

 

[Chazzle]

Maybe you could PM a moderator and get them to add your info to the main article so others seeing this problem can get their airpods working..

Their solution was only possible since the version they updated to was already released to the public. The issue the article is referencing is that the replacement AirPod being sent is running unreleased firmware, and since both AirPods need to be on the same firmware, there’s not way to get them to work.

 

[thejadedmonkey]

There's something odd about the headphones firmware. I've never seen Apple have such issues with updating before. It's almost like they are afraid to push any updates to them.

 

[TheAustrianGuy]

Funniest story here in a while!
Just great!

 

[MacLawyer]

OK, I'll give them a pass.......we are all struggling.

 

[Romeo_Nightfall]

There's something odd about the headphones firmware. I've never seen Apple have such issues with updating before. It's almost like they are afraid to push any updates to them.

because there’s a bug which renders them useless with new firmware, was reported here earlier, wonder the people can’t remember.
maybe a hardware design problem

 

[Expos of 1969]

OK, I'll give them a pass.......we are all struggling.

I gave them a pass from day 1 and have no interest in changing that decision. Plastic sticks providing poor sound quality at a high cost. No thanks.

 

[phenste]

WFH is making for some very interesting flukes on Apple’s part lately. (Yeah, “interesting” isn’t the best word, but alas.) Maybe I’m just making false correlations, but, it seems like their new plans have just kind of been leaking out & randomly serious problems are popping up in their software (and now their firmware, which is arguably worse). Bugs & leaks still happen even when everything’s locked up in Cupertino, but, (imo) not this kinda stuff.

Unreleased firmware being shipped on warranty replacements?
…what?

 

[DanteHicks79]

There's something odd about the headphones firmware. I've never seen Apple have such issues with updating before. It's almost like they are afraid to push any updates to them.

With all the stores closed, if they push an update that breaks stuff (like they've been more or less doing), the logistics to resolve any PR issues are now far more complex. They're kinda playing it safe, to a degree.

 

[snowboarder]

Anything done right? Is it too much to ask Apple?

 

[goonie4life9]

Folks, this is the first time anyone at Apple has heard of this problem. The Senior Advisors have checked their notes and resources, and no one else has reported this problem. The first step is to do a DFU restore of your device. If that doesn't resolve the issue, what you need to do is collect some logs for Engineering. Now, mind you, Engineering typically takes 2-3 days to respond but with the current situation, it will likely take 7-10 days.

 

[yoheywut]

This whole AirPods/AirPods Pro firmware fiasco is a bit baffling. Ever since the Pro update in December where now the fit test fails constantly and the sound canceling is worse.

 

[kzags]

Going through this now. They send a replacement Airpod 2 set since I was having issues with them charging, both left and right. The replacement set comes in three packages, case, left and right headsets, with the left having 2D3 firmware. You can see this as you can connect each airpod separately. Several calls last week and I was told that they can only send replacement sets and pray that i can a set with the same firmware....my 1 year is up April 28th.....not hopeful right now....

 

[goonie4life9]

Have you tried a DFU restore of your device? That is the next step in troubleshooting.

Going through this now. They send a replacement Airpod 2 set since I was having issues with them charging, both left and right. The replacement set comes in three packages, case, left and right headsets, with the left having 2D3 firmware. You can see this as you can connect each airpod separately. Several calls last week and I was told that they can only send replacement sets and pray that i can a set with the same firmware....my 1 year is up April 28th.....not hopeful right now....