Article ID : 00252262 / Last Modified : 16/10/2020

The volume cannot be adjusted using In-Ear or Headband type headphone

    This page will help you troubleshoot when the volume cannot be adjusted using In-Ear or Headband type headphones:

    Follow these steps to troubleshoot this issue:

    1. Check to see if you can adjust the volume using the headphones:
      Adjust the volume by using the touch sensor control panel or pressing the +/- buttons of the headphones. For details, refer to the headphones Help Guide.

      WH-1000XM2/XM3/XM4 WI-C400
      The volume can be adjusted.
      Operate the headphones properly according to your model.
      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:
      NOTE: If your headphones do not support Sony | Headphones Connect app, go to step 3.
      List of compatible devices (Sony | Headphones Connect)

      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.

      The volume can be adjusted.
      If your headphones support Sony | Headphones Connect app, you can adjust the volume by operating the 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 by using those 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:
      The method for resetting the headphones differs depending on the model. For details, refer to the headphones Help Guide.

      Check to see if you can adjust the volume after resetting the headphones:
      The method for resetting the headphones differs depending on the model. For details, refer to the headphones Help Guide. WH-1000XM2/XM3/XM4 WI-C400
      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:
      NOTE: When you initialize the headphones, the headphones return to the factory settings and deletes all Bluetooth pairing information.
      The method of initializing the headphones differs depending on the model. For details, refer to the headphones Help Guide.

      WH-1000XM2/XM3/XM4 WI-C400
      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.

    Go to the Headphones Troubleshooting Guide top page