The touch sensor works unexpectedly even though I didn't touch it (WF-1000XM4)

IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

Follow these steps to troubleshoot the issue:

Note: Check the touch sensor performance after performing each of these steps. If the issue continues, proceed to the next step.

1. Turn off the Adaptive Sound Control function using the Sony | Headphones Connect app.

   1. In the Status select (right arrow) at the right side of the Adaptive Sound Control menu.
      
   2. Tap the slide bar to set it to Off.
      

2. Reset the headphones.
   Visit the Help Guide or view the How to reset video:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

3. Initialize the headphones.
   Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   Visit the Help Guide or view the How to initialize video:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

If the issue is not resolved, the headphones may be malfunctioning and service may be required.