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You're in the right place if your Focal headphones are producing any of these sounds alongside (or instead of) your music:

• A scratchy, grainy or crackling noise from one or both ear cups
• A constant hiss, sizzle or static sound
• Audio that sounds distorted, compressed or "tinny"
• Noise that appears or worsens when you move your head or touch the ear cup
• A rustling sound that begins immediately when you power on
• Popping or crackling that seems to appear after exercise or sweating

Distortion faults are very common on the Focal Bathys ANC but also occur on the Celestee, Clear, and Radiance. The steps below cover all models.

Step 1 — Check whether the distortion is ANC-related (Bathys only)

If you have a Focal Bathys ANC, the first thing to check is whether the fault is coming from the Active Noise Cancellation circuit rather than the audio drivers. This is a documented fault on some Bathys units and changes how the headphones need to be repaired.

1. Power your Bathys on and listen to the distortion.
2. Slide the Off/DAC/On switch to the Off position — this disables ANC completely.
3. Wait 30 seconds and listen carefully.

If the distortion stops or significantly reduces with ANC off: this is an ANC circuit fault. Note this when you contact us.

If the distortion continues unchanged with ANC off: this is a driver or internal fault. Move on to Step 2.

(If you have a different Focal headphone model, skip to Step 2.)

Step 2 — Check for moisture or sweat exposure

Several distortion faults — particularly on the Bathys — are triggered by moisture entering the ear cup. Sweat during exercise is the most common cause. If the distortion appeared after a workout or on a humid day, this step is especially relevant.

1. Power off the headphones completely.
2. Remove the ear pads if they are detachable.
3. Leave the headphones in a dry, well-ventilated area (not in a case) for 24–48 hours.
4. Do not use a hair dryer or place them in direct sunlight — heat can cause further damage.
5. After drying, power on and test.

If the distortion has resolved after drying: the fault was moisture-related. To prevent recurrence, avoid wearing the headphones during intense exercise or store them in a dry location after use.

If the distortion persists: move on to Step 3.

Step 3 — Check whether the fault is movement-sensitive

If the distortion changes when you move your head, press on the ear cup, or adjust the headphone position, this suggests a loose driver or internal connection rather than a failed component. This is important information for our repair team and may mean a simpler repair is possible.

1. While wearing the headphones and listening to audio, gently flex and rotate the affected ear cup.
2. Gently press on different parts of the ear cup housing.
3. Note whether the distortion changes, stops, or worsens with movement.

Tell us the result when you contact us — whether the distortion is constant or movement-sensitive makes a significant difference to how we diagnose and repair the fault.

Step 4 — Test with a different source and cable

Before concluding the fault is in the headphones, quickly rule out your source device and cable.

1. Try a completely different audio source (e.g. swap from your phone to a laptop).
2. Try a different cable if your headphones use a detachable cable.
3. Test with a different audio app or music file to rule out a file-quality issue.

If the distortion disappears with a different source or cable: the original device or cable is the cause. If the distortion persists across all sources and cables: the fault is confirmed in the headphones.

What to tell us when you contact us

Having these details ready will help us resolve your case without delays:

• Your headphone model and serial number (label inside the ear cup)
• Your proof of purchase
• Which ear cup is affected (left, right, or both)
• Whether the distortion is constant or intermittent
• Whether the distortion changes when you move the ear cup (Step 3)
• For Bathys: whether the distortion stops when ANC is disabled (Step 1)
• Whether the distortion appeared after exercise or moisture exposure (Step 2)

Contact Westan Support: Email focal.support@westan.com.au or submit a ticket at support.westan.com.au

Frequently asked questions

Is distortion covered under warranty?

Distortion caused by a manufacturing defect or ANC circuit fault is covered under Focal's 2-year warranty. Distortion caused by moisture damage from excessive sweat exposure may not be covered, as this falls under misuse. We assess every case individually and will give you an honest answer.

My Bathys started distorting after a run. Is that my fault?

Not necessarily. While the Bathys is not rated for heavy sweat exposure, we've seen cases where minimal moisture has triggered faults that Focal has accepted as manufacturing-related. Contact us with a description of what happened and we'll assess it fairly.

The distortion comes and goes. Does that mean it's less serious?

Intermittent distortion can actually indicate a looser, more repairable fault (like a partial connection) rather than a complete driver failure. Describe the pattern to us when you get in touch — it genuinely helps us get the right resolution faster.

What if my headphones are out of warranty?

We can still arrange a repair. Contact us for a quote — driver and connection repairs are often cost-effective compared to buying a replacement pair.