Headphones Troubleshooting Guide

Please select the topic that is closest to the issue that you are currently having to perform step-by-step troubleshooting.

If you are facing an issue that is not listed below, you may try to reset/initialize your headphones by referring to How to reset or initialize the Wireless Headphones.

Alternatively, please enter your query in the search bar on the main Sony support website.

1. Learn how to improve your headphones durability, or connectivity to other devices with our Getting Started with Sony Bluetooth Headphones guide.
2. For WF-1000XM4/WF-1000XM5: If you encounter the touch sensor working unexpectedly, please refer to The touch sensor works unexpectedly even though I don't touch it.

• 
  No Power
• 
  Battery issues
• 
  Bluetooth pairing issues
• 
  No Sound, or Sound is only heard from one side
• 
  Audio
  (imbalanced sound, volume adjustment, skipping sound, noise)
• 
  Noise Canceling is insufficient
• 
  Microphone Issues during phone call
  (Inaudible voice or background noise)
• 
  Physical Damage or missing parts

For information on warranty, please select your country / area from Warranty Information page