Article ID : 00229919 / Last Modified : 29/07/2021

There is no sound output, or the Headphones do not work, when using only one side of the earbuds.

I cannot use the headphones on only one side after enabling the Google Assistant or Amazon Alexa feature from the pop-up notifications or Sony | Headphones Connect app.

    IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

    Depending on the Voice Assistant setting and/or the assignment of the touch sensors, you may only be able to use one side of the headphones. This can also be affected when you tap the pop-up notification which recommends the use of Google Assistant or Amazon Alexa function. For details, refer to the following:

    WF-1000XM4

    1. The specifications differ depending on the Voice Assistant setting. Check the Voice Assistant setting in the Sony | Headphones Connect app.
      Voice Assistant Setting Menu ItemSpecification
      Voice Assist Function of Mobile DeviceEither side of the headphones can be used.

      Google Assistant or Amazon Alexa

      Only the headphones with the Touch Sensor Control function set to Playback control can be used alone.

      Notes:

      • In the default settings, Playback control is set to the Right side.
      • When you assign Playback control to both sides, full functionality is only available on the Right side.

      Do not useEither side of the headphones can be used.
    2. When you set the Voice Assistant setting to use Google Assistant or Amazon Alexa, assign the Playback Control function to the side you want to use alone.

    Note: The specification when the Voice Assistant is set to Google Assistant or Amazon Alexa also applies when you tap the pop-up notification which recommends the settings of Google Assistant or Amazon Alexa function. Change the assignment of the touch sensor to the Playback Control to the side you want to use alone. If you unintentionally tap the notifications and you want to cancel using these features, set back to the desired setting in the Voice Assistant setting.

    WF-1000XM3, WF-H800, WF-SP800N

    If you use the Google Assistant or Amazon Alexa features on the headphones, you can only use the side of the headphones that the Google Assistant or Amazon Alexa feature is assigned. If you want to use the other side of the headphones unit alone, in the Sony | Headphones Connect app, assign Google Assistant or Amazon Alexa to the side (L or R) you want to use.

    Note: The specification when the Voice Assistant is set to Google Assistant or Amazon Alexa also applies when you tap the pop-up notification which recommends the settings of Google Assistant or Amazon Alexa function. If you want to use the other side of the headphones unit alone, in the Sony | Headphones Connect app, assign Google Assistant or Amazon Alexa to the side (L or R) you want to use.