Article ID : 00232305 / Last Modified : 07/09/2021

Sound is interrupted or noise occurs while listening music on my Truly Wireless Headphones

    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.

    The headphones use a left and right simultaneous Bluetooth transmission method. This means the Bluetooth connection stability is improved compared to other more conventional headphones. However, the sound may be intermittent, or no sound may come out at all, under the following situations:

    • When you are in an unstable environment (airport, rail station, or train for example) and your headphones are close to the other wireless audio devices
    • When the headphones are in an environment with a lot of Wi-Fi signals, microwaves, cell phones, or other devices using Wi-Fi

    Follow these troubleshooting steps to resolve the sound issues:

    • For WF-1000XM4 or WF-1000XM3: Updating the headphones software o the latest version may resolve the issue. You can update the headphones software by using the Sony | Headphones Connect app. For details, see the product page of the headphones on the Sony Support website.
    • Reconnect the headphones with the Bluetooth device.
      1. Set the headphones in the charging case and close the lid.
      2. Remove the headphones from charging case and reconnect with the Bluetooth device.
    • Set the headphones sound quality mode to Priority on stable connection.
      1. Launch the Sony | Headphones Connect app.
      2. Set the headphones sound quality mode to Priority on stable connection.
      Note for WF-XB700: If your Bluetooth device is a Walkman or Android smartphone, set the sound quality mode to Priority on stable connection mode. If you can select the audio codec on your Bluetooth device, first try to set it to AAC, and if that is not available, then set it to SBC.

      Notes:
      • The headphones do not support the use of the Sony | Headphones Connect app, so you cannot use that app to set the sound quality mode.
      • Depending on the Bluetooth device, you may not be able to change the settings. Refer to the Bluetooth device manual for details on how to change the settings.
    • Because sound may cut out if there is wireless interference, turn off other nearby wireless LAN devices.
    • The human body can block the antenna of the Bluetooth device and create an obstacle for Bluetooth transmission, causing sound to cut out. To avoid this, bring your headphones closer to your Bluetooth device.
    • Quit all apps you are not using and re-start the Bluetooth device.
    • When you are listening to music using the computer and the sound cuts out, close all unnecessary applications and windows, and then restart the computer.
    • If there is no sound, pause the music using the Bluetooth device or headphones, then start playing again.
    • Noise can occur if there is a device nearby that emits ultrasonic waves. If this is the case, turn off the Noise Canceling function and Ambient Sound Mode.
    • If your Bluetooth device is listed below, make sure that the software is updated to the specified firmware version. For details on how to update the firmware, check the Sony Support page for your Bluetooth device.
      Digital Music Player
      Model NameSoftware Version
      DMP-Z11.02 or later
      Walkman
      Model NameSoftware Version
      NW-WM1A
      NW-WM1Z
      3.02 or later
      NW-ZX300
      NW-ZX300G
      2.02 or later
      NW-A55
      NW-A55HN
      NW-A56HN
      NW-A57
      NW-A55WI
      1.02 or later

    Notes:

    • When the Noise Canceling function is set to on, you may hear white noise, a small electrical noise with continuous static sound. The white noise is generated because of the characteristics of the Noise Canceling function. This is not a malfunction of the headphones. If you are bothered by the white noise, use the headphones with the Noise Canceling function OFF.

      Note: The Automatic Wind Noise Reduction makes the noise canceling function off when the headphones microphone detects wind. The noise canceling function works again after the wind stops. When you feel that the noise canceling function becomes weaker under the windy environment with this setting, this is not a malfunction.

    • When you use the headphones while walking or running, vibration may be heard, linked with the body movements. This is due to the characteristic of the headphones combined with the vibration of the movement, and is not a malfunction.
    • When the Noise Canceling function is set to ON, or the Ambient Sound Control is set to ON, the wind noise may louder depending on the usage conditions. If this is the case, check the following:
      • WF-1000XM4: In the Sony | Headphones Connect app, tap SoundAmbient Sound Control, and then select Automatic Wind Noise Reduction. If you are bothered by wind noise even though the Automatic Wind Noise Reduction is enabled, set the Noise Canceling function and the Ambient Sound Mode to OFF.

        Note: The Automatic Wind Noise Reduction turns the Noise Canceling function off when the headphones microphone detects wind. The Noise Canceling function will turn on again after the wind stops. You will notice that the Noise Canceling function becomes weaker in a windy environment with this setting. This is not a malfunction.

      • WF-1000XM3: Move the slide bar to Wind Noise Reduction in the Ambient Sound Control setting. If the wind noise does not reduce sufficiently by doing this, turn off the Noise Canceling function and Ambient Sound Control settings.
      • WF-SP800N: Turn off the Noise Canceling function and Ambient Sound Control settings.