Article ID : 00252415 / Last Modified : 09/10/2020

The volume cannot be adjusted on my Truly Wireless headphones

    This page will help you troubleshoot when the Truly Wireless headphones volume cannot be adjusted.

    image of WF-1000X image of WF-1000XM3 image of WF-H800 image of WF-SP700N image of WF-SP800N image of WF-SP900 image of WF-XB700

    Follow these steps to troubleshoot this issue:

    1. Check to see if you can adjust the volume using the headphones:

      WF-1000X
      Unfortunately, there are no controls on the headphones to allow you to adjust the volume.
      Go to step 2.

      WF-1000XM3
      Open the Sony | Headphones Connect app, assign the Volume Control function to the left side of the touch sensor, and then use the touch sensor to adjust the volume.

      • To increase the volume, tap the touch sensor once.
      • To decrease the volume, continue pressing the touch sensor.

      Hint: To change the assignment of the touch sensor, refer to the Assign the playback volume adjustment function to the touch sensor of the headphones section in the Cannot adjust the volume of the headphones. article.
      NOTE: To assign the Volume Control function to the touch sensor, the Sony | Headphones Connect app version 6.0.0 (or later) and the headphones firmware version 2.0.2 (or later) are required.
      Download all available updates

      WF-H800
      Press the button on the left unit to adjust the volume.

      • To increase the volume, press the button on the left unit once during music playback to increase the volume by 1 step.
      • To decrease the volume, press and hold the button on the left unit during music playback to decrease the volume continuously. Release the button at the desired volume level.

      WF-SP700N
      Unfortunately, there are no controls on the headphones to allow you to adjust the volume.
      Go to step 2.

      WF-SP800N
      Open the Sony | Headphones Connect app, assign the Volume Control function to the left side of the touch sensor, and then use the touch sensor to adjust the volume.

      • To increase the volume, tap the touch sensor once.
      • To decrease the volume, continue pressing the touch sensor.

      Hint: To change the assignment of the touch sensor, refer to the Assign the playback volume adjustment function to the touch sensor of the headphones section in the Cannot adjust the volume of the headphones. article.
      NOTE: To assign the Volume Control function to the touch sensor, the Sony | Headphones Connect app version 6.0.0 (or later) is required.

      WF-SP900
      Tap the tap sensor to adjust the volume.

      • To increase the volume, tap the tap sensor on the right unit twice quickly.
      • To decrease the volume, tap the tap sensor on the left unit twice quickly.
        Hint: Continue tapping the tap sensor on the right or left unit more than twice quickly to turn the volume up or down continuously.

      NOTE: These headphones have a function to lock the tap sensors to prevent unintentional volume operations.
      To reactivate the tap sensors, refer to the Preventing unintentional volume operations section of the Help Guide.

      WF-XB700
      Press the button on the left unit to adjust the volume.

      • To increase the volume, press the button on the left unit once during music playback to increase the volume by 1 step.
      • To decrease the volume, press and hold the button on the left unit during music playback to decrease the volume continuously. Release the button at the desired volume level.
      The volume can be adjusted.
      The issue was caused by the specifications or settings of the headphones.
      The volume cannot be adjusted.
      Go to step 2.
    2. Check to see if you can adjust the headphone volume using the Sony | Headphones Connect app:

      WF-1000X
      To adjust the volume using the Sony | Headphones Connect app, move the slide bar at the right side of the speaker icon in the Status tab.

      WF-1000XM3
      To adjust the volume using the Sony | Headphones Connect app, move the slide bar at the right side of the speaker icon in the Status tab.

      WF-H800
      To adjust the volume using the Sony | Headphones Connect app, move the slide bar at the right side of the speaker icon in the Status tab.

      WF-SP700N
      To adjust the volume using the Sony | Headphones Connect app, move the slide bar at the right side of the speaker icon in the Status tab.

      WF-SP800N
      To adjust the volume using the Sony | Headphones Connect app, move the slide bar at the right side of the speaker icon in the Status tab.

      WF-SP900
      To adjust the volume using the Sony | Headphones Connect app, move the slide bar at the right side of the speaker icon in the Status tab.

      WF-XB700
      These headphones do not support the Sony | Headphones Connect app.
      Go to step 3.

      The volume can be adjusted.
      You are able to adjust the volume using the Sony | Headphones Connect app.
      The volume cannot be adjusted.
      Go to step 3.
    3. Check to see if you can adjust the volume by operating the connected device:
      Try adjusting the volume on the connected device. For how to adjust the volume, refer to the device manual or support site.
      NOTE: Depending on the connected device, the volume may not sync with the headphones. If you cannot get the desired volume by adjusting the headphones volume only, adjust the volume on both the headphones and the connected device.

      The volume can be adjusted.
      You may need to adjust the volume depending on the device or situation.
      The volume cannot be adjusted.
      Go to step 4.
    4. Check to see if you can adjust the volume by operating the app:
      If the app you are using has the volume settings, try adjusting the volume using these settings.

      The volume can be adjusted.
      The issue was caused by the volume settings on the app.
      The volume cannot be adjusted.
      Go to step 5.
    5. Check to see if you can adjust the volume after resetting the headphones:
      Refer to the following to reset the headphones.

      NOTE: For the WF-SP900 model, restart the headphones and check to see if the headphones turn on.

      WF-1000XM3

      WF-H800

      WF-SP800N

      WF-XB700

      The volume can be adjusted.
      The issue was caused by a temporary malfunction of the headphones.
      The volume cannot be adjusted.
      Go to step 6.
    6. Check to see if you can adjust the volume after initializing the headphones:
      Refer to the following to initialize the headphones.
      NOTE: All of the data (music files, pre-installed data, etc.) saved to the main memory of the headphones will be erased.

      WF-1000XM3

      WF-H800

      WF-SP800N

      WF-XB700

      • Initialize the headset to restore factory settings. For more information on how to initialize the headphones, refer to the Initializing the headset section in the How to reset or initialize the headset article.
      The volume can be adjusted.
      The issue was caused by a temporary malfunction of the headphones.
      The volume cannot be adjusted.
      The headphones may be malfunctioning and Service may be required.

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