Sony SupportHeadphones, Audio & Video

Article ID : 00302263 / Last Modified : 10/11/2023Print

While on a phone call or voice chat, I cannot hear the other party's voice or they cannot hear mine. (INZONE Buds)

    Follow these steps to troubleshoot the issue:

    1. Select the situation in which the issue occurs:
      The game console (computer or PlayStation®5) or smartphone is connected to the headphones using the USB transceiver
      Go to step 3.
      The smartphone or any other device is connected to the headphones via Bluetooth
      Go to step 2.
    2. Check the following on the connected device:
      1. Turn up the volume setting on the Bluetooth device.
      2. If the issue is not resolved, disconnect the Bluetooth connection with the headphones once and reconnect them.
      The issue is resolved
      The Bluetooth connection may have been temporarily unstable.
      The issue is not resolved
      Go to step 13.
    3. Disconnect the USB transceiver once, and reconnect it firmly.

      Notes:

      The issue is resolved
      The connection between the headphones and the USB transceiver may have been temporarily unstable.
      The issue is not resolved
      Go to step 4.
    4. End the Bluetooth connection with any device you are not using for the call or chat.

      Note: Use the Bluetooth device to end the Bluetooth connection with the headphones. A notification sound indicates the disconnection.

      The issue is resolved
      When using a wireless 2.4 GHz connection with a computer or PlayStation 5 and a Bluetooth connection at the same time, the microphone input of the headphones is used for a call or chat with the connected device via Bluetooth, and you cannot chat on the computer or PlayStation 5.
      The issue is not resolved
      Go to step 5.
    5. Check the settings of the gaming or calling application.

      Note: For details on the settings refer to the manual of the support site of each application.

      • Check the sound output and input settings for the voice chat.
        On the application setting, make sure that the sound output setting for the voice chat is set to INZONE Buds - Chat.
        Note: If you are connecting the device via Bluetooth, make sure that the sound output setting of the voice chat is set to INZONE Buds.
      • If you use the Push to Talk settings on the application, long tap the L (Left) side touch sensor to unmute the headphones' microphone before starting the call or chat.
      The issue is resolved
      The issue may have been caused by the setting of the application.
      The issue is not resolved
      • If you are connecting the headphones with a smartphone and you cannot hear the other party's voice, go to step 7.
      • If you are connecting the headphones with a computer and you cannot hear the other party's voice, go to step 6.
      • If you are connecting the headphones with a PlayStation 5 and you cannot hear the other party's voice, go to step 8.
      • If you are connecting the headphones with a smartphone and the other party cannot hear your voice, go to step 12.
      • If you are connecting the headphones with a computer or PlayStation 5 and the other party cannot hear your voice, go to step 10.
    6. Set the Output settings of the computer to INZONE Buds.

      Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      1. On the Start menu, open Settings.
      2. Select System → Sound.
      3. Set the Output settings to INZONE Buds - Game.

      Hint: Depending on the application, the other party's voice may not be heard if you use the app to switch the setting during the talk.

      The issue is resolved
      The issue may have been caused by the computer sound output settings.
      The issue is not resolved
      Go to step 7.
    7. Adjust the volume on the computer or smartphone.

      Left-click the Speaker icon on the computer to turn up the volume and check if the issue is resolved.

      The issue is resolved
      The issue may have been caused by the Master Volume setting.
      The issue is not resolved
      Go to step 8.
    8. Turn up the volume using the headphones' VOL (volume) –/+ dial.

      You can adjust the volume by tapping the R (right) unit touch sensor during music playback. The volume increases by one level for each tap.

      Notes:
      • To operate the touch sensor, use the thumb and middle finger to hold the headphones, and tap the center of the touch sensor using the pad of the index finger. If you tap with the nail or fingertip, tap the rim of the touch sensor, or press the touch sensor too strongly, the headphones may not work well.
      • If the volume is set low on the Bluetooth-connected device, the volume may not increase as expected by using the headphones' dial. If this is the case, turn up the volume on the connected device.
      The issue is resolved
      The issue was caused by the volume settings.
      The issue is not resolved
      Go to step 9.
    9. Adjust the volume balance between game and chat.

      You can assign the touch sensor function to the Game/Chat Balance Control function using the INZONE Hub software. Doing so enables an easy switch in which volume to be heard lower between the voice or game audio.

      The issue is resolved
      The issue was caused by the volume balance.
      The issue is not resolved
      Go to step 12.
    10. Adjust the microphone level of the computer or PlayStation 5.
      • For Windows computer
        Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.
        1. On the Start menu, open Settings.
        2. Select System → Sound.
        3. On the Recording tab, select INZONE Buds according to your model and click the Properties button.
        4. Select the Level tab, and slide the bar to adjust the level.
      • For PlayStation 5
        1. On the Control Center screen, select Microphone.
        2. Select Adjust Microphone Level → Microphone Level, and slide the bar to adjust the level.
      The issue is resolved
      The issue may have been caused by the microphone setting.
      The issue is not resolved
      • If you are connecting the headphones with a computer, go to step 11.
      • If you are connecting the headphones with a PlayStation 5, go to step 12.
    11. Set the microphone setting to INZONE Buds - Chat according to your model.

      Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      1. On the right side of the computer screen, right-click the Speaker icon.
      2. Select Open Sound settings, and then select Sound Control Panel.
      3. On the Recording tab, select INZONE Buds - Chat and click OK.
      The issue is resolved
      The issue may have been caused by the microphone level setting.
      The issue is not resolved
      Go to step 12.
    12. Try pairing again the headphones and the USB transceiver.

      Follow these steps to perform pairing again with the USB transceiver:

      1. Connect the USB transceiver to a computer or PlayStation 5.
      2. Set the earbuds into the charging case and open the lid.
      3. While the charging case lid is open, press and hold the Pairing button of the charging case for about 5 seconds or more.
        Note: The headphones go into the pairing mode, and the indicator on the charging case repeatedly flashes in blue twice in a row.
      4. Press and hold the Connect button on the USB transceiver for about 5 seconds or more. The USB transceiver goes into the pairing mode, and the Connect indicator on the USB transceiver repeatedly flashes in white twice in a row.
        Note: To press the Connect button, use something with a thin tip that will not break, like a paperclip.
      5. Remove the headphones from the charging case and put them into the ears. When the pairing is complete, a notification sound is heard and the Connect indicator on the USB transceiver lights up in white.
      The issue is resolved
      The issue may have been caused by the connection between the headphones and the USB transceiver.
      The issue is not resolved
      Go to step 13.
    13. Close the gaming app once, and restart it.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the gaming app.
      The issue is not resolved
      Go to step 14.
    14. Restart the connected device.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the connected device.
      The issue is not resolved
      Go to step 15.
    15. Reset the headphones.

      Note: The Bluetooth pairing information and other settings are retained after the reset.

      1. Set the earbuds into the charging case.
      2. Leaving the charging case open, press and hold the reset button on the back of the charging case for about 20 seconds or more. After about 15 seconds, the indicator on the charging case flashes in orange for about 5 seconds.
      3. When the indicator turns off, release the finger. When the reset is complete, the charging starts and the indicator on the charging case lights up in orange or green.

      You can view a video on how to reset the headphones:

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

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 16.
    16. Initialize the headphones.

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

      1. Set the earbuds into the charging case.
      2. Leaving the charging case open, press and hold the initialize button on the back of the charging case for about 15 seconds or more. After about 15 seconds, the indicator on the charging case flashes in orange for about 5 seconds.
      3. Release the finger within 5 seconds after the indicator on the charging case starts flashing in orange. When the initializing is complete, the indicator flashes in green 4 times.

      You can view a video on how to initialize the headphones:

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

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.