Article ID : 00269531 / Last Modified : 10/20/2021

Noise Canceling effect is weak or not working

    Follow these steps to troubleshoot these issues when using Headband or In-Ear headphones.

    Note: The images used in these steps are for the WH-1000XM4 and is only to be used as a reference. If model-specific information is needed for any step, refer to your product 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 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 the Bluetooth® connection to your phone, and then open the Sony | Headphones Connect app.
      2. Check the Adaptive Sound Control status in the Status tab. If the status shows anything other than Off (Staying, Walking, etc.), tap the status message, and tap the slide bar to set it to Off.
      3. Turn on the Ambient Sound Control function, and then move the slide bar to the left until Noise Canceling appears in the setting.
      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 earpad covers your ears completely, or that the earbuds fit snug in your ears.

      Adjust the length of the headband so that your earpad covers your entire ear, twist the earbuds to make sure it sits snug in your ears, or change the earbud tips to a size that fits more snug.

      Note: The Noise Canceling function may not work if any part of the ear is outside the of the earpad, or if the tips don't sit snug in your ears.
      A. Earpad completely covers the ear. - B. Part of the ear lobe is hanging below the earpad.

      1. Good: The earpads cover your ears properly.
      2. Not Good: The earpads do not cover your ears properly.
      The Noise Canceling function works.
      The issue was caused by the size of the earbud tips or the way you are wearing the headphones.
      The Noise Canceling doesn't work.
      Go to the next troubleshooting step.
    4. Reset the headphones.

      For detailed instructions, refer to the model-specific Help Guide.

      The Noise Canceling function works.
      The issue may have been caused by a temporary malfunction of the headphones.
      The Noise Canceling doesn't 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 detailed instructions, refer to the model specific Help Guide.

      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