Article ID : 00269528 / Last Modified : 10/20/2021

The Noise Canceling effect is weak or not working (WF-1000X, WF-1000XM3, WF-SP700N, or WF-SP800N)

    Follow these steps to troubleshoot Noise Canceling issues when using the WF-1000X, WF-1000XM3, WF-SP700N, or WF-SP800N Truly Wireless headphones.

    Note: The images used in these steps are for varying models and are intended only to be used as a reference. If model-specific infomration is needed for any step, refer to your product manuals for details.

    1. Turn on the Noise Canceling function.
      The Noise Canceling function works.

      The issue was caused because the Noise Canceling function was set to Off.

      The Noise Canceling function doesn't work, is insufficient, or you are not sure how to use the touch sensor or buttons.
      Go to the next troubleshooting step.
    2. Change the headphones settings using the Sony | Headphones Connect app.

      When the Adaptive Sound Control is set to On, the headphones detect your action (running, walking, etc.) and automatically switches the settings of the Noise Canceling function to Ambient Sound Control.

      To make maximum use of the Noise Canceling function, set the Adaptive Sound Control to off, and manually adjust the Noise Canceling or Ambient Sound Control.

      1. Turn on the headphones to establish a Bluetooth® connection to your phone, and then open the Sony | Headphones Connect app.
      2. In the Status tab, check that Adaptive Sound Control is set to Off.
      3. Turn on the Ambient Sound Control, and change it from Ambient Sound to Noise Canceling.
      The Noise Canceling function works.
      The issue was caused by the headphones settings.
      The Noise Canceling doesn't work.
      Go to the next troubleshooting step.
    3. Make sure the earbud tips fit snug in your ears.

      If the tips do not fit your ears, the Noise Canceling function may be significantly affected. Here are some important factors to consider:

      1. Make sure that the headphones are worn properly and the earbud tips slide deep into your ears.
        Hint: The earbud tip will be easier to slide deep into your ear if you pull up on the top of your ear lightly while twisting the headphones.
      2. Use the earbud tips that best fit with your ears. Start with the largest size to the smallest to find that one that fits snug in your ears.
        Note: The best size tips may be different for your left and right ears.
        1. While holding the headphone, twist and pull off the tip.


          Note: Do not pinch the end of the tip when removing it.
        2. Attach the new size earbuds tips making sure they are not loose or tilted in any way. Then, check to see if the issue is resolved.

      The Noise Canceling function works.
      The issue was caused by the size of the earbud tips or the way the headphones were worn.
      The Noise Canceling function doesn't work.
      Go to the next troubleshooting step.
    4. Reset the headphones.

      For details, refer to the Help Guide page for your model:

      The Noise Canceling function works
      The issue may have been caused by a temporary malfunction of the headphones.
      The Noise Canceling does not work
      Go to the next troubleshooting step.
    5. Initialize the headphones.

      IMPORTANT:After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      For details, refer to the Help Guide page for your model:

      The Noise Canceling function works.
      The issue may have been caused by a temporary malfunction of the headphones.
      The Noise Canceling doesn't work.
      The Noise Canceling function is most effective for low frequency (bass) noise, such noise made by vehicles or air conditioning, but not all sounds can be completely canceled. Try other conditions to test the effectiveness of the Noise Canceling function.

    Go to the Headphones Troubleshooting Guide