Article ID : 00277505 / Last Modified : 22/05/2022Print

There is no sound, or sound is only heard from one side of the headphones. (LinkBuds)

    Follow these steps to troubleshoot the issue:

    1. Select your issue:
      I cannot hear sound when playing music.

      Go to step 2.
      I cannot 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.
    2. Pause the music, wait for about 10 seconds, and play the music again.
      I can hear sound from the headphones.
      The Bluetooth connection may have been temporarily unstable.
      I cannot hear sound from the headphones.
      Go to the next troubleshooting step.
    3. Turn off and on the headphones:
      Set the headphones in the charging case, close the lid, wait for a few seconds, and then wear the headphones again.
      I can hear sound from the headphones.
      The issue may be caused by a temporary malfunction of the headphones.
      I cannot hear sound from the headphones.
      Go to the next troubleshooting step.
    4. Select your issue details:
      I can hear sound from only one side of the headphones.

      Go to step 5.
      I cannot hear sound from either side of the headphones.

      Go to step 7.
    5. Check if the Google Assistant or Amazon Alexa is set to the headphones.
      The Google Assistant or Amazon Alexa is set to the headphones.
      Go to step 6.
      These functions are not set to the headphones, or I don't know whether these functions are set.
      Go to step 7.
    6. Check the tap operation function or Voice Assistant function according to the way you use the headphones:

      If you use the Google Assistant or Amazon Alexa features on the headphones, you can only use the side of the headphones that the Google Assistant or Amazon Alexa feature is assigned. If you want to use the other side of the headphones unit alone, in the Sony | Headphones Connect app, assign Google Assistant or Amazon Alexa to the side (L or R) you want to use.
      Note: When the Service Link feature is turned on using the Sony | Headphones Connect app, only the Right side can be used alone.

      • If you want to use either side of the headphones: Set the tap operation function of the desired side to Google Assistant or Amazon Alexa:
        1. Open the Sony | Headphones Connect app.
        2. In the System tab, select (settings) at the right side of the Change the tap operation function menu.
        3. Select the side you want to use alone, either L (Left) or R (Right), and set the Function to Google Assistant or Amazon Alexa.
      • If you want to use both units alone respectively: Set the tap operation function menu to other than Voice Assist Function, Google Assistant, or Amazon Alexa:
        1. Open the Sony | Headphones Connect app.
        2. In the System tab, select (settings) at the right side of the Change the tap operation function menu.
        3. Select the tap operation function other than Voice Assist Function, Google Assistant, or Amazon Alexa.
      After changing the settings, I can hear sound from the headphones.
      The headphones settings were the cause of the issue.
      I cannot hear sound from the headphones.
      Go to step 7.
    7. Try the following procedure, and check if you can hear sound from the headphones:
      1. Charge the headphones.
        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 off the device once, and turn it on again.
      3. Delete the Bluetooth device information of your playback device.
        For details on how to delete the Bluetooth device information, refer to the How to delete the Bluetooth device information of your playback device article.
      4. Perform pairing again.
        Refer to the appropriate article:
      I can hear sound from the headphones.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      I cannot hear sound from the headphones.
      Go to the next troubleshooting step.
    8. If you connect a computer with the headphones, check the settings on the computer, check the computer settings:
      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 the connected headphones, and click Set Default.
      5. Select OK to close the setting screen.
      The issue is resolved
      The issue may have been caused by the computer settings.
      The issue is not resolved
      Go to the next troubleshooting step.
    9. 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


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    10. 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


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide