Sound skips when using the headphones (WF-C500)
Follow these steps to troubleshoot the issue:
- Switch the sound quality mode to Priority on Stable Connection.
- Open the Sony | Headphones Connect app, and establish a Bluetooth® connection between the headphones and the playback device.
- Tap the Sound tab and set the Bluetooth Connection Quality to Priority on Stable Connection.
- The issue is resolved
- The headphones setting was the cause of the issue.
- The issue is not resolved
- Go to the next troubleshooting step.
- 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.
- 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.
- 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.
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Reset the headphones.
Watch this video or refer to the Resetting 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
- Go to the next troubleshooting step.
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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.