There is no sound, or sound is only heard from one side of the headphones. (WF-SP900)

Before you start

• Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update before proceeding.
• If the issue occurs only on the Right unit, refer to the Right unit of WF-SP900 does not produce sound article.
• If foreign substances (such as earwax) build up in the headphone sections, or water gets inside them, clean the mesh sheet with gentle running tap water. For details, refer to the Help Guide (How to maintain and clean the player after sports (swimming or running, etc.)).

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. Restart the headphones.
   Visit the Help Guide to restart the headphones.

   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: All the data (music files, pre-installed data, etc.) saved to the main memory of the player will be erased. Before initializing, backup any important data.

   Visit the Help Guide to initialize the headphones.

   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