No sound on the WH-1000XM4 headphones from the second device when using a multipoint connection

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.

When using a multipoint connection (connecting the headset to 2 devices simultaneously) and you cannot hear audio from the second connected device, follow these steps:

1. Open the Sony | Headphones Connect app, select the System tab, and make sure the Connect to 2 devices simultaneously option is set to ON.
2. Stop the playback on the first connected device.
3. Close the audio (music) application on the first connected device.

NOTE: Depending on the device, silent streaming can continue on the first device when the second device is connected to the headset via Bluetooth. If this is the case, the headset remains connected to the first connected device, and the audio did not switch to the second device.