There is no sound, or sound is only heard from one side of the headphones (WF-C510)

Before you start

• Radio interference will affect the Bluetooth® communication between the earbuds and the 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 earbuds and speaker closer or set the sound quality mode to Priority on stable connection in the Sony | Sound Connect app.
• Turn up the volume on the connected device.
  

Solution

1. Reset the earbuds.

   Watch this video or refer to the article How to reset or initialize the WF-C510:
   

   If your earbuds model doesn't appear in the device list of the playback device, turn off the Bluetooth setting and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

   The issue is resolved

   The issue was caused by a temporary malfunction of the earbuds.

   The issue is not resolved

   Go to the next troubleshooting step.

2. Select your issue:

   I can't hear sound when playing music.

   
   Go to step 3.

   I can't hear a voice while on a phone call.

   
   See the While on a phone call, I cannot hear the other party's voice, or they cannot hear mine article.

3. Pause the music, wait for about 10 seconds, and play the music again.

   I can hear the sound from the earbuds.

   The Bluetooth connection may have been temporarily unstable.

   I can't hear the sound from the earbuds.

   Go to the next troubleshooting step.

4. Try the following procedure, and check if you can hear sound from the earbuds.
   1. Charge the earbuds.
      Note: Use the USB Type-C® cable that is supplied with the product. Charging may not be possible with a commercially available cable.
   2. Reset (restart) the playback device.
      Since the playback device may be temporarily malfunctioning, turn it off once and turn it on again.
   3. Delete the Bluetooth device information of your playback device.
      Refer to the article How to delete the Bluetooth device information of your playback device article.
   4. Perform pairing again.
      Refer to the appropriate article:
      • For Android™ phones: Pairing and connecting with an Android smartphone
      • For iPhone® phones: Pairing and connecting with an iPhone
      • For computers and other devices: Refer to the appropriate section of the Help Guide

   I hear sound from the earbuds.

   There seems to have been an issue connecting with the playback device, such as Bluetooth® pairing being disconnected.

   I can't hear the sound from the earbuds.

   Go to the next troubleshooting step.

5. If you connect a computer with the earbuds, check the following settings on the computer.
   Note: The menu items may vary depending on the device.

   For Microsoft® Windows® 11:

   1. Open the Start menu and select Settings.
   2. Select System.
   3. Select Sound.
   4. Scroll down to the Advanced menu and select More sound settings.
   5. In the Playback tab, select earbuds, and click Set as Default Device.

   For Windows® 10:

   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Select Open Sound settings, and then select Sound Control Panel.
   3. Select the Playback tab to show the device list.
   4. Select Headset labeled with Hands-free, and click Set as Default Device.
   5. Select OK to close the setting screen.

   The issue is resolved

   The issue was caused by the computer settings.

   The issue is not resolved

   Go to the next troubleshooting step.

6. Initialize the earbuds, and then try the pairing again.

   Initialization returns the earbuds to the factory settings, and all Bluetooth pairing information is deleted.

   Watch this video or refer to the article How to initialize the WF-C510:
   

   The issue is resolved

   The issue was caused by a temporary malfunction of the earbuds.

   The issue is not resolved

   The earbuds may be malfunctioning, and service may be required.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide