Article ID : 00269482 / Last Modified : 03/02/2022

The Noise Cancelling effect is weak or not working. (Headband / In-Ear)

    Follow these steps to troubleshoot Noise Canceling issues using Headband or In-Ear headphones:

    1. Turn on the Noise Canceling function.

      Using the touch sensor or button on the headphones, turn on the Noise Canceling function.

      Note: The image shows an example of WH-1000XM4:

      image of the touch sensor (WH-1000XM4)

      If you cannot switch the Noise Canceling function:

      The Noise Canceling function works

      The issue was caused because the Noise Canceling function was set to Off.

      Note: If the Noise Canceling function is insufficient or you cannot switch to the Noise Canceling even after the setting, go to the next troubleshooting step.

      The Noise Canceling does not work, or I am 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, follow these steps to set the Adaptive Sound Control to off, and adjust the Noise Canceling or Ambient Sound Control manually:

      1. Connect the headphones and smartphone via Bluetooth, and then launch the Sony | Headphones Connect app.
      2. If the Adaptive Sound Control is On, turn it Off.
        WH-1000XM4 for example, check the Adaptive Sound Control status in the Status tub. If the status shows other than Off (Staying, Walking, etc.), tap the status message, and tap the slide bar to set it to Off.
        Note: If the Adaptive Sound Control is set to On, the Noise Canceling is adjusted and Adaptive Sound Control is activated according to your action.
      3. Turn on the Ambient Sound Control, and then move the slide bar to left until Noise Canceling appears in the Ambient Sound Control setting.
      The Noise Canceling function works
      The issue was caused by the headphones settings.
      The Noise Canceling does not work
      Go to the next troubleshooting step.
    3. Fit the headphones to your ears firmly.

      Adjust the length of the headband to allow the headphones to hold the entire ear inside the earpad.

      Note: The Noise Canceling function may become weaker if the ear is outside the of the earpad.
      Image wearing the headphones

      1. Good: The headband fits your ear properly
      2. Not Good: The headband does not fit your ear properly
      The Noise Canceling function works
      The issue was caused by the size of the earbuds or the way you are attaching the headphones.
      The Noise Canceling does not work
      Go to the next troubleshooting step.
    4. Reset the headphones.

      For details, refer to the model specific Help Guide.

      The Noise Canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The Noise Canceling does not work
      Go to the next troubleshooting step.
    5. Initialize the headphones.

      Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      For details, refer to the model specific Help Guide.

      The Noise Canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The Noise Canceling does not 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