Hi dcedinburgh,
If you are using an iOS device with the Powerbeats Pro, please ensure that the device is up to date. This can often address common issues:
Update your iPhone or iPad - Apple Support
We will also want to ensure that your Powerbeats Pro are up to date. You can read about how to update the firmware here:
About Beats Updater - Apple Support
You mentioned having reset your Powerbeats Pro, but if your devices were not up to date at the time of resetting, let's go ahead and reset them again:
Reset your Beats on-ear or over-ear headphones - Apple Support
If the issue is still present after performing those steps, please contact Apple Support. They will be best prepared to assist further.
Contact - Official Apple Support
Kindest regards!