Article ID : 00269490 / Last Modified : 05/11/2021

The Noise Cancelling effect is weak or not working. (WF-1000XM4)

    Follow these steps to troubleshoot Noise Canceling issues:

    1. Turn on the Noise Canceling function.

      While wearing the headphones, tap the L side touch sensor until you hear the voice guidance say Noise canceling.

      Note: In the default setting, you can switch the Noise Canceling function and Ambient Sound by tapping the L side touch sensor.

      The Noise Canceling function works
      The issue was caused because the Noise Canceling function was Off.
      The Noise Canceling function does not work
      Go to the next troubleshooting step.
    2. Change the headphones settings using the Sony | Headphones Connect app.

      When the Adaptive Sound Control is set to On, the headphones detect your action (running, walking, etc.) and automatically switches the settings of the Noise Canceling function to Ambient Sound Control. To make maximum use of the Noise Canceling function, follow these steps to set the Adaptive Sound Control to off, and adjust the Noise Canceling or Ambient Sound Control manually.

      1. Connect the headphones and smartphone via Bluetooth, and then launch the Sony | Headphones Connect app.
      2. In the Status tub, check the Adaptive Sound Control status. If the status shows other than Off (Staying, Walking, etc.), tap the status message, and tap the slide bar to set it to Off.
        Note: If the Adaptive Sound Control is set to On, the Noise Canceling is adjusted and Adaptive Sound Control is activated according to your action.
      3. In the Sound tab, select Ambient Sound Control setting, and set it to Noise Canceling.
      The Noise Canceling function works
      The issue was caused by the headphones settings.
      The Noise Canceling function does not work
      Go to the next troubleshooting step.
    3. Fit the headphones to your ears firmly.

      If the earbuds do not fit your ears, the noise canceling function may be significantly affected. Here are some important factors to consider:

      • Make sure that headphones are worn properly
      • Select the earbuds that best fit with your ears: measure the air-tightness of the earbud tips, and find the optimal size of earbud tips using the Sony | Headphones Connect app
      For additional details, refer to the How to wear the headphones properly and select most suitable earbud tips article.
      The Noise Canceling function works
      The size or fitting conditions may have affected the Noise Canceling function.
      The Noise Canceling function does not work
      Go to the next troubleshooting step.
    4. Reset the headphones.

      Refer to the Resetting the headphones article to reset the headphones.

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube


      The Noise Canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The Noise Canceling function does not work
      Go to the next troubleshooting step.
    5. Initialize the headphones.

      Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      Refer to the Initializing the headphones to restore factory settings article to initialize the headphones.

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube


      The Noise Canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The Noise Canceling function does not work
      The Noise Canceling function is most effective for low frequency (bass) noise, such noise made by vehicles or air conditioning, but not all sounds can be completely canceled. Try other conditions to test the effectiveness of the Noise Canceling function.

    Go to the Headphones Troubleshooting Guide