Article ID : 00276212 / Last Modified : 03/03/2022

Sound skips when using the headphones (WF-1000XM4)

    Follow these steps to troubleshoot the issue:

    Before you start

    Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update and check if it resolves the issue before proceeding.

    Solution

    1. Switch the sound quality mode to Priority on Stable Connection.
      1. Open the Sony | Headphones Connect app, and establish a Bluetooth® connection between the headphones and the playback device.
      2. Tap the Sound tab and set the Bluetooth Connection Quality to Priority on Stable Connection.
        Note: If you play music using the LDAC codec, set the Bluetooth Connection Quality to Priority on Sound Quality. If the music source device has the Wireless Playback Quality to LDAC - Connection Preferred setting option, use that setting to stabilize the connection. Depending on the Bluetooth device, you may not be able to change the settings. Refer to the Bluetooth device manual for details on how to change the settings.

      The issue is resolved
      The headphones setting was the cause of the issue.
      The issue is not resolved
      Go to the next troubleshooting step.
    2. Turn off the Adaptive Sound Control function.
      When the Adaptive Sound Control is On, the notification sound (beep) tells you when the Noise Canceling or Ambient Sound Control setting changes. This may make you feel that the sound from the headphones is interrupted.
      Note: To disable the notification sound, open the Sony | Headphones Connect app and, in the Adaptive Sound Control screen, turn off Notification Tone When Switching.

      Follow these steps to turn off the Adaptive Sound Control function:

      1. Tap the Status tab and select (right arrow) next to the Adaptive Sound Control menu.
      2. Turn off the Adaptive Sound Control.
      The issue is resolved
      The headphones settings were the cause of the issue.
      The issue is not resolved
      Go to the next troubleshooting step.
    3. Turn off the Speak-to-Chat function. 
      • Tap the Sound tab and then tap the toggle switch next to Speak-to-Chat function.
      The issue is resolved
      When the Speak-to-Chat is set to ON, the headphones pause or mute the music being played and captures the voice of the person you are talking to on the microphones to make it easier to hear. This may make it seem like the sound from the headphones is interrupted.
      The issue is not resolved
      Go to the next troubleshooting step.
    4. Disconnect the Bluetooth connection to any device other than the headphones.
      The issue is resolved
      The sound can skip when another device (smartwatch etc.) is also connected.
      The issue is not resolved
      Go to the next troubleshooting step.
    5. Close all apps except the one you are currently using.
      The issue is resolved
      The sound can skip when multiple apps are open at one time.
      The issue is not resolved
      Go to the next troubleshooting step.
    6. Place the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear the headphones again.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    7. Reset the headphones.
      Watch this video or refer to the Resetting the headphones page for instuctions:


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    8. Initialize the headphones.
      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      Watch this video or refer to the Initializing the headphones page for instructions:


      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 require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide