Sound is interrupted or noise occurs while playing music.

IMPORTANT: This article applies only to specific products. Check the Applicable Products and Categories section of this article.

The headphones use 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 headphones are close to the other wireless audio devices
• When the headphones are 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-1000XM4 or WF-1000XM3: Updating the headphones software to the latest version may resolve the issue. You can update the headphones software by using the Sony | Headphones Connect app. For details, see the product page of the headphones on the Sony Support website.
• Reconnect the headphones with the Bluetooth device.
  1. Set the headphones in the charging case and close the lid.
  2. Remove the headphones from charging case and reconnect with the Bluetooth device.
• Set the Sound Quality Mode or Bluetooth Connection Quality to Prioritize Stable Connection.
  1. Launch the Sony | Headphones Connect app.
  2. Set the Sound Quality Mode or Bluetooth Connection Quality to Prioritize Stable Connection.
  Notes:
  • For LDAC supported models: When you play music using the LDAC codec, set the Bluetooth Connection Quality to Prioritize  Sound Quality. If the music source device has the Wireless Playback Quality to LDAC - Connection Preferred setting option, use that setting to stabilize the connection.
  • For WF-XB700: If the connected device is a Walkman or Android smartphone, set the Sound Quality Mode to Prioritize Stable Connection on the connected device. If you can select the audio codec on your device, first try to set it to AAC, and if that is not available, then set it to SBC. Depending on the device, you may not be able to change the settings. Refer to the device manual for details on how to change the settings.
  • Depending on the connected device, you may not be able to change the settings. Refer to the 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 headphones 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 headphones, 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 Name	Software Version
  DMP-Z1	1.02 or later

  Walkman

  Model Name	Software Version
  NW-WM1A NW-WM1Z	3.02 or later
  NW-ZX300 NW-ZX300G	2.02 or later
  NW-A55 NW-A55HN NW-A56HN NW-A57 NW-A55WI	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 headphones. If you are bothered by the white noise, use the headphones with the Noise Canceling function OFF.

  The Automatic Wind Noise Reduction makes the noise canceling function off when the headphones microphone detects wind. The noise canceling function works again after the wind stops. When you feel that the noise canceling function becomes weaker under the windy environment with this setting, this is not a malfunction.

• When you use the headphones while walking or running, vibration may be heard, linked with the body movements. This is due to the characteristic of the headphones 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 be louder depending on the usage conditions. If this is the case, check the following:

  • WF-1000XM4: In the Sony | Headphones Connect app, tap Sound → Ambient Sound Control, and then select Automatic Wind Noise Reduction. If you are bothered by wind noise even though the Automatic Wind Noise Reduction is enabled, set the Noise Canceling function and the Ambient Sound Mode to OFF.

    Notes:

    • When the headphones detect wind over a certain amount of air volume the Automatic Wind Noise Reduction feature turns off some of the microphones used for noise canceling. You will notice that the Noise Canceling function becomes weaker in a windy environment with this setting. This is not a malfunction.
    • The Automatic Wind Noise Reduction feature will not start working with only a slight amount of wind.
  • 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-1000XM5, LinkBuds S, WF-SP800N: Turn off the Noise Canceling function and Ambient Sound Control settings.