Sony SupportCMT-EP50

Article ID : 00294272 / Last Modified : 04/30/2025Print

Sound skips when using the headphones (earbuds) WF-C710N, WF-C700N

    Radio interference will affect the Bluetooth communication between the headphones and playback device. The interference is likely to occur in a crowded place, near a store's cash registers, near a microwave, near traffic lights or automatic doors, inside a crowded train or in a station, etc. To avoid interference, move the headphones and speaker closer, or set the sound quality mode to Prioritize Stable Connection in the Sony | Sound Connect app.

    Follow these steps to troubleshoot the issue:

    1. Switch the sound quality mode to Priority on Stable Connection.
      1. Open the Sony | Sound Connect app, and establish a Bluetooth® connection between the earbuds and the playback device.
      2. On the My Device tab, select Device settings → Sound tab, and then set the Bluetooth Connection Quality, to Priority on Stable Connection.
      The issue is resolved
      When the sound quality is high, the audio processing load will be heavy and may cause the audio to skip. By changing the Bluetooth Connection Quality setting, the load will be reduced and may resolve the issue.
      The issue is not resolved
      Go to the next step.
    2. 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 step.
    3. 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 step.
    4. Try the following procedure, then check if the issue is resolved.
      1. Place the earbuds into the charging case, close the lid, wait a few seconds, and then remove the earbuds again.
      2. Reset (restart) the playback device.
        Since the playback device may be temporarily malfunctioning, turn it off once and turn it on again.
      3. Bring the earbuds and the playback device closer together.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the earbuds or the playback device.
      The issue is not resolved
      Go to the next step.

    5. Reset the earbuds.

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the earbuds.
      The issue is not resolved
      Go to the next step.
    6. Initialize the earbuds and pair them with the playback device again.
      1. Initialize the earbuds.
        Note: Initialization returns the earbuds to the factory settings, and all Bluetooth® pairing information is deleted.
      2. Refer to the appropriate article to perform the pairing again:
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the earbuds or the playback device.
      The issue is not resolved
      Go to the next step.
    7. Check if the issue also occurs when connected with other devices.
      The issue is resolved
      The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
      The issue is not resolved
      The earbuds may malfunction and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide