airpod max disconnecting/hollow sound

Hi georgiamai,

Thank you for participating in the Apple Support Communities. We understand you're having sound issues and trouble connecting your AirPods Max. This article has some relevant steps that may help: If your AirPods won't connect.

1. "Make sure that your iPhone or iPod touch has the latest version of iOS or that your iPad has the latest version of iPadOS.
2. Put both AirPods in the charging case and make sure that both AirPods are charging.
3. To make sure that Bluetooth is on, go to Settings > Bluetooth.
4. If your AirPods are connected, make sure that they're selected as your audio device. If your AirPods appear in the list of devices but they don't connect, go to the next step.
5. Close the lid, wait 15 seconds, then open the lid. Press and hold the setup button on the back of the charging case for up to 10 seconds. The status light on the front of the charging case should flash white, which means that your AirPods are ready to connect.
6. Hold the charging case, with your AirPods inside and the lid open, next to your iPhone, iPad, or iPod touch.
7. Follow the steps on the screen of your iPhone, iPad, or iPod touch.
8. Test your AirPods. If you still can't connect, reset your AirPods."

If the issue keeps coming back after resetting them, you may want to have them properly evaluated by a technician to check for any potential hardware issues. Learn more about this hear: AirPods Repair & Service.

We hope this helps.

Take care.