There is no sound, or sound is only heard from one side of the headphones. (WF-C500)

Before you start

Turn up the volume on the connected device.

Solution

1. Select your issue:

   I cannot hear sound when playing music.

   
   Go to step 2.

   I cannot hear voice while on a phone call.

   
   See the While on a phone call I cannot hear the other party's voice or they cannot hear mine article.

2. Pause the music, wait for about 10 seconds, and play the music 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.

3. Turn off and on the headphones:
   Set the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear the headphones again.
   

   I can hear sound from the headphones.

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

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

4. Try the following procedure, and check if you can hear sound from the headphones:

   1. Initialize the headphones.

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

      Refer to the Initializing the headphones to restore factory settings article to initialize the headphones.
      
      

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

   2. Restart the playback device.
      Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
   3. Delete the Bluetooth device information of your playback device.
      For details on how to delete the Bluetooth device information, refer to the How to delete the Bluetooth device information of your playback device article.
   4. Perform pairing again.
      Refer to the appropriate article:
      • For Android: Pairing and connecting with an Android smartphone
      • For iPhones: Pairing and connecting with an iPhone
      • For other devices: How to pair Bluetooth headphones with a Bluetooth source device

   I can hear sound from the headphones.

   There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

5. If you connect a computer with the headphones, check the settings on the computer, check the computer settings:

   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Open the Sound settings, and then select Sound Control Panel.
   3. Select Playback tab to show device list.
   4. Select the connected headphones, and click Set Default.
   5. Select OK to close the setting screen.

   The issue is resolved

   The issue may have been caused by the computer settings.

   The issue is not resolved

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

Go to the Headphones Troubleshooting Guide