Article ID : 00232305 / Last Modified : 04/08/2020

Sound cuts out or noise occurs while playing music on my truly wireless Headphones.

    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.

    The headset uses a left and right simultaneous Bluetooth transmission method. This means the Bluetooth connection stability is improved compared to other more conventional headphones. However, the sound may be intermittent, or no sound may come out at all, under the following situations:

    • When you are in an unstable environment (airport, rail station, or train for example) and your headset is close to the other wireless audio devices
    • When the headset is in an environment with a lot of Wi-Fi signals, microwaves, cell phones, or other devices using Wi-Fi

    Follow these troubleshooting steps to resolve the sound issues:

    • For WF-1000XM3 only:
      Updating the headset software o the latest version may resolve the issue. You can update the headset software by using the Sony | Headphones Connect app. For details, see the product page of the headset on the Sony Support website.

    • Reconnect the headset with the Bluetooth device.

      1. Set the headset in the charging case and close the lid.
      2. Remove the headset from charging case and reconnect with the Bluetooth device.
    • Set the headset sound quality mode to Priority on stable connection.

      1. Launch the Sony | Headphones Connect app.
      2. Set the headset sound quality mode to Priority on stable connection.
    • For WF-XB700 only:
      If your Bluetooth device is a Walkman or Android smartphone, set the sound quality mode to Priority on stable connection mode. If you can select the audio codec on your Bluetooth device, first try to set it to AAC, and if that is not available, then set it to SBC.

      NOTES:

      • The headset does not support the use of the Sony | Headphones Connect app, so you cannot use that app to set the sound quality mode.
      • Depending on the Bluetooth device, you may not be able to change the settings. Refer to the Bluetooth device manual for details on how to change the settings.
    • Because sound may cut out if there is wireless interference, turn off other nearby wireless LAN devices.

    • The human body can block the antenna of the Bluetooth device and create an obstacle for Bluetooth transmission, causing sound to cut out. To avoid this, bring your headset closer to your Bluetooth device.

    • Quit all apps you are not using and re-start the Bluetooth device.

    • When you are listening to music using the computer and the sound cuts out, close all unnecessary applications and windows, and then restart the computer.

    • If there is no sound, pause the music using the Bluetooth device or headset, then start playing again.

    • Noise can occur If there is a device nearby that emits ultrasonic waves. If this is the case, turn off the Noise Canceling function and Ambient Sound Mode.

    • If your Bluetooth device is listed below, make sure that the software is updated to the specified firmware version. For details on how to update the firmware, check the Sony Support page for your Bluetooth device.

      Digital Music Player
      Model NameSoftware Version
      DMP-Z11.02 or later
      Walkman
      Model NameSoftware Version
      NW-WM1A
      NW-WM1Z
      3.02 or later
      NW-ZX3002.02 or later
      NW-A55
      NW-A56HN
      NW-A57
      1.02 or later

    NOTES:

    • When the Noise Canceling function is set to on, you may hear white noise, a small electrical noise with continuous static sound. The white noise is generated because of the characteristics of the Noise Canceling function. This is not a malfunction of the headset. If you are bothered by the white noise, use the headset with the Noise Canceling function OFF.
    • When you use the headset while walking or running, vibration may be heard, linked with the body movements. This is due to the characteristic of the headset combined with the vibration of the movement, and is not a malfunction.
    • When the Noise Canceling function is set to ON, or the Ambient Sound Control is set to ON, the wind noise may louder depending on the usage conditions. If this is the case, check the following:
      • WF-1000XM3: Move the slide bar to Wind Noise Reduction in the Ambient Sound Control setting. If the wind noise does not reduce sufficiently by doing this, turn off the Noise Canceling function and Ambient Sound Control settings.
      • WF-SP800N: Turn off the Noise Canceling function and Ambient Sound Control settings.