Article ID : 00300009 / Last Modified : 14/05/2024Print

The Noise Canceling effect is weak or not working. (WF-1000XM5)

    Follow these steps to troubleshoot this issue:

    Before you start

    • Check if the headphones are worn properly:
      • If there is too much space between your ear and the headphone earbud, the Noise Canceling function may not work as well as it should. Examine the earbuds starting with the bigger size tips to find the one that fits best. The best size earbud tip may be different for the left and right ears.
      • When you put them into your ears, pinch the earbuds with your thumb, index finger, and middle finger, then rotate and push them firmly into your ears. If it is difficult to push the earbuds firmly into your ears, slightly crush the earbud tips to make it easier.
    • If the issue only occurs during a phone call, refer to the article Noise canceling doesn't work, or white noise is heard during a call on the headphones.

    Solution

    1. Turn on the Noise Canceling function.

      While wearing the headphones, tap the L (left) touch sensor to turn on the Noise Canceling function. You will hear a notification sound from both sides at the same time (or from the left side when only the left is worn).
      Note: In the default setting, you can switch between the Noise Canceling and Ambient Sound functions by tapping the L (left) touch sensor.

      The Noise Canceling function works
      The issue was caused because the Noise Canceling function was Off.
      The Noise Canceling function does not work
      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 will automatically switch 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.

      Hint: If the Adaptive Sound Control is set to On, the Noise Canceling is adjusted and Adaptive Sound Control is activated according to your action.

      1. Turn off the Adaptive Sound Control
        1. Connect the headphones and smartphone via Bluetooth, and then launch the Sony | Headphones Connect app
        2. On the Status tub, check the Adaptive Sound Control status. If the status shows other than Off (Staying, Walking, etc.), select right arrow on the right side of the Adaptive Sound Control menu.
        3. Turn off the Adaptive Sound Control.
      2. On the Sound tab, tap the down arrow button on the right side of the Ambient Sound Control menu, and select NOISE CANCELING.
      The Noise Canceling function works
      The issue was caused by the headphones settings.
      The Noise Canceling function does not work
      Go to the next troubleshooting step.
    3. Fit the headphones to your ears firmly.

      If the earbuds do not fit your ears, the Noise Canceling function may be significantly affected. To maintain the quality, consider these factors:

      • Make sure that headphones are worn properly
      • Make sure that the earbud tips are firmly and completely attached. If you are using the supplied earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
      • Select the earbud tips that best fit your ears. Measure the air-tightness of the earbud tips and find the optimal size using the Sony | Headphones Connect app
      For additional details, refer to the article How to wear the earbud headphones and select the right size earbud tips.
      The Noise Canceling function works
      The size or fitting conditions may have affected the Noise Canceling function.
      The Noise Canceling function does not work
      Go to the next troubleshooting step.
    4. Reset the headphones.

      Refer to 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

      The Noise Canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The Noise Canceling function does not work
      Go to the next troubleshooting step.
    5. Initialize the headphones.
      Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      Refer to 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

      The Noise Canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The Noise Canceling function does not work
      The Noise Canceling function is most effective for low frequency (bass) noise, such as 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