The audio cable coming out of My Pal Scout/Violet Smarty Paws battery pack (available on the back of the package if Scout is still in the box) may not be fully inserted into the headphone jack of  your smartphone, tablet or computer. Try re-inserting the 1/8th inch plug into your device's headphone jack.  If you are using a Lightning or USB-C adapter, make sure it is fully connected to Scout and your smartphone, tablet or computer. If you have a protective case on your smartphone, it may help to remove it temporarily.