There is no sound, or sound is only heard from one side of the headphones. (WF-1000XM3)

Before you start

Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update before proceeding.

Solution

1. Check if the indicators flash when the headphones are removed from the charging case.
   

   The indicators flash

   Go to step 3.

   The indicators do not flash

   Go to step 2.

2. Charge the headphones and the charging case, and check if the headphones turn on and the sound is heard from the headphones.
   

   The headphones turn on, and I can hear sound from the headphones

   The cause may have been a low battery. Wait until the headphones are fully charged.

   The headphones turn on, but I cannot hear sound from the headphones

   Go to step 3.

   The headphones do not turn on

   Charging cannot be done properly. Refer to the The headphones do not charge article.

3. Reconnect the headphones and the device.
   1. Set the headphones into the charging case, and close the lid.
      
   2. Remove the headphones, and connect with the device again.
      

   I can hear sound from the headphones

   The Bluetooth connection may have been temporarily unstable.

   I cannot hear sound from the headphones

   Go to the next troubleshooting step.

4. Turn up the volume on the connected device.
   

   I can hear sound from the headphones

   The issue may have been caused because the volume was set too low.

   I cannot hear sound from the headphones

   Go to step 5.

5. Reset the headphones.

   Visit the Help Guide or view the How to reset video:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   I can hear sound from the headphones

   The issue may have been caused by a temporary malfunction of the headphones.

   I cannot hear sound from the headphones

   Go to the next troubleshooting step.

6. Initialize the headphones.

   Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   Visit the Help Guide or view the How to initialize video:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   I can hear sound from the headphones

   The issue may have been caused by a temporary malfunction of the headphones.

   I cannot hear sound from the headphones

   Go to the next troubleshooting step.

7. If you have a different smartphone, Walkman, or other device, perform a Bluetooth pairing with the headphones and one of these other devices, then check if sound is heard from the headphones.

   I can hear sound from the headphones

   The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.

   I cannot hear sound from the headphones

   The headphones may be malfunctioning, and service may be required.

Go to the Headphones Troubleshooting Guide