Article ID : 00232197 / Last Modified : 08/05/2020

Sound cuts out or noise occurs wihile playing music on my earbud headphones

    The earbud headphones use a left and right simultaneous Bluetooth® transmission method. This means the Bluetooth connection stability is improved compared to more conventional headphones. However, intermittent audio, or no audio may occur under the following situations:

    • In a location where the Wi-Fi signal is inconsistent, such as on a train, an airport, or rail station
    • When using in an environment with a congested Wi-Fi signal, near to other wireless audio devices using Wi-Fi, microwaves, phones.

    Follow these troubleshooting steps to resolve the sound issues:

    • For WF-1000XM3 only
      Update the headset software to the latest version using the Sony | Headphones Connect app. For more details, visit the product page of the headset on the Sony Support website.
    • Reconnect your headphones to the Bluetooth® device.
      1. Place earbud headphones in the charging case and then close the lid.
      2. After a few seconds, remove them from the charging case and then reconnect with the Bluetooth device.
    • Set the Sound quality mode to Priority on stable connection.
      1. Launch the Sony | Headphones Connect app.
      2. Set the Sound quality mode to Priority on stable connection.
    • For WF-XB700 only
      If your Bluetooth device is a Walkman or Android smartphone, set the sound quality mode to Priority on stable connection mode. If you can select the audio codec on your Bluetooth device, first try to set it to AAC, and if that is not available, then set it to SBC.

      Notes:

      • The earbud headphones do not support the use of the Sony | Headphones Connect app, so you cannot use that app to set the sound quality mode.
      • 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.

    • Because sound may cut out if there's wireless interference, turn off other nearby wireless devices.
    • The human body can block the antenna of the Bluetooth device causing sound to cut out. To avoid this, bring your headphones closer to your Bluetooth device.
    • Close all apps you aren't using and then re-start the Bluetooth device.
    • When you are listening to music using your computer and the sound cuts out, close all unnecessary applications and windows, and then restart your computer.
    • Update the software of the Bluetooth device. Check the support page for how to update your Bluetooth device.
    • If your Bluetooth device is listed below, make sure that the software is updated to the specified firmware version.
      Digital Music Player
      Model Name Software Version
      DMP-Z1 1.02 or later
      Walkman
      Model Name Software Version
      NW-WM1A
      NW-WM1Z
      3.02 or higher
      NW-ZX300
      NW-ZX300G
      2.02 or higher
      NW-A55
      NW-A55HN
      NW-A56HN
      NW-A57
      NW-A55W
      1.02 or higher

    Notes:

    • When the Noise Canceling function is set to on, you may hear white noise, a small electrical noise with continuous static sound. The white noise is generated because of the characteristics of the Noise Canceling function. This is not a malfunction of the headset. If you are bothered by the white noise, use the headset with the Noise Canceling function OFF.
    • When you use the headset while walking or running, vibration may be heard, linked with the body movements. This is due to the characteristic of the headset combined with the vibration of the movement, and is not a malfunction.
    • When the Noise Canceling function is set to ON, or the Ambient Sound Control is set to ON, the wind noise may be louder depending on the usage conditions. If this is the case, check the following:
      • WF-1000XM3: Move the slide bar to Wind Noise Reduction in the Ambient Sound Control setting. If the wind noise isn't reduce sufficiently, turn off the Noise Canceling function and Ambient Sound Control settings.
      • WF-SP800N: Turn off the Noise Canceling function and Ambient Sound Control settings.