Article ID : 00269492 / Last Modified : 05/11/2021

The Noise Cancelling effect is weak or not working. (WF-1000X, WF-1000XM3, WF-SP700N, WF-SP800N)

    Follow these steps to troubleshoot Noise Canceling issues using Truly Wireless headphones (WF-1000X, WF-1000XM3, WF-SP700N or WF-SP800N):

    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 WF-1000XM3:
      image of the touch sensor (WF-1000XM3)

      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.
        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.
        image of the Adaptive Sound Control screen
      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.

        Setting example for WF-1000XM3, WF-SP800N
        image of the Ambient Sound Control screen (WF-1000XM3, WF-SP800N)

        Setting example for WF-1000X, WF-SP700N
        image of the Ambient Sound Control screen (WF-1000X, WF-SP700N)

      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.
      If the earbuds do not fit your ears, the Noise Canceling function may be significantly affected. Replace the earbuds to fit your ears the best.

      Replace the earbuds with ones that fit better
      1. Try the earbud sizes in order from the larger sizes to the smaller sizes to find the ones that feel more sealed.
        Note: The best size earbuds may be different for left and right ear.
      2. Replace the earbuds.
        • Remove the earbuds.
          While holding down the unit, twist and pull to remove the earbuds.
          Note: Do not pinch the end of the earbud when removing it.

        • Attach the earbuds.
          Firmly reattach the earbuds completely, making sure the earbuds are attached loosely or in a skewed manner. Once the earbuds are attached properly, check to see if the issue is resolved.


      Fit the headphones to your ears firmly
      If the headphones do not fit your ears properly, the noise canceling function may become weaker. Make sure that the headphones are attached firmly and the earbuds slide deep into your ears.
      Hint: The earbud will be easier to slide deep into your ear if you pull up on the top of the ear lightly while twisting the headphones.

      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 have been 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 have been 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