Sound is interrupted or noise occurs while playing music.

IMPORTANT: This article applies only to specific products. Check the Applicable Products and Categories section of this article.

Notes:

• Understanding Noise with Noise Canceling Headphones

  • White Noise with Noise Canceling On

    • When Noise Canceling is enabled, you might hear white noise (a faint static sound).
    • This is a normal characteristic of the Noise Canceling function, not a defect.
    • If the white noise is bothersome, you can use the headphones with Noise Canceling turned off.

  • Automatic Wind Noise Reduction

    • In windy conditions, the Automatic Wind Noise Reduction feature may temporarily disable Noise Canceling when wind is detected.
    • Noise Canceling will resume automatically once the wind subsides.
    • If the Noise Canceling seems weaker in windy environments, this is part of the feature’s operation, not a malfunction.

  • By understanding these behaviors, you can adjust your settings or usage to optimize your listening experience.

• Managing Noise Issues While Walking or Running

  • Vibration Sounds from Movement

    • When walking or running, you might hear vibrations linked to your movements.
    • This is due to the design of the headphones and is not a defect.

  • Wind Noise with Noise Canceling or Ambient Sound Control On

    • Wind noise can be amplified in certain conditions. To reduce it, follow these steps based on your headphone model:

  • WF-1000XM4

    • Open the Sony | Sound Connect app.

    • In the My Device tab, select Device settings → Sound tab, and enable Automatic Wind Noise Reduction.

    • If wind noise persists, turn off both Noise Canceling and Ambient Sound Mode.

      Note: The Automatic Wind Noise Reduction feature disables some microphones when strong wind is detected, which may make Noise Canceling seem weaker. Slight wind does not activate this feature.

  • WF-1000XM3

    • Open the Sony | Sound Connect app.
    • In the My Device tab, select Device settings → Sound tab, and in the Ambient Sound Control setting, adjust the slide bar to Wind Noise Reduction.
    • If the noise persists, turn off both Noise Canceling and Ambient Sound Control.

  • WF-1000XM5, LinkBuds S, WF-SP800N

    • Open the Sony | Sound Connect app.
    • On the My Device tub, select  (right arrow) at the right side of the Ambient Sound Control menu.
      

    • On the Sound tub, select down arrow at the right side of the Ambient Sound Control menu. 

      Note: The procedure differs depending on the model.
      
      

    • Select Off to turn off both the Noise Canceling function and Ambient Sound Control.

  • By adjusting these settings, you can minimize disturbances and enjoy a smoother listening experience during outdoor activities.

• If you experience crackling, buzzing, popping, or vibration noises on your Bluetooth headphones 

  • Reset the headphones.
  • Initialize the headphones.
  • Pair the headphones with your device again.
    
    If you still experience noise issues from your headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, you may need to send your headphones for service. Go to Product Repair.

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 steps to fix sound problems with your Sony headphones:

1.  Update the Headphones Software 

   • Use the Sony | Sound Connect app to update your headphones to the latest software. For WF-1000XM4 or WF-1000XM3: Updating the headphones software to the latest version may resolve the issue.
   • Visit the product page on the Sony Support website for detailed instructions. 

2.  Reconnect Your Headphones 

   • Place the headphones in the charging case and close the lid.
   • Remove them from the case and reconnect them to your Bluetooth device. 

3.  Set Bluetooth to Prioritize Stable Connection 

   • Note: If the headphones are connected with LE Audio, switch back to Classic Audio only (conventional connection method) in the LE Audio connection setting for headphones in the Sony | Sound Connect app before following these steps.

   • Open the Sony | Sound Connect app, and connect the headphones and the device via Bluetooth.

   • In the My Device tab, select Device settings → Sound tab, and set the Bluetooth Connection Quality to Prioritize Stable Connection.
      

4.  For LDAC Supported Models 

   • If using LDAC, set Bluetooth Connection Quality to "Prioritize Sound Quality."
     • Note: If the headphones are connected with LE Audio, switch back to Classic Audio only (conventional connection method) in the LE Audio connection setting for headphones in the Sony | Sound Connect app before following these steps.
     • Open the Sony | Sound Connect app, and connect the headphones and the device via Bluetooth.
     • In the My Device tab, select Device settings → Sound tab, and set the Bluetooth Connection Quality to Prioritize Stable Connection.
       
   • On your source device, set Wireless Playback Quality to "LDAC - Connection Preferred" for better stability. 

5.  Optimize Settings on Connected Devices 

   • For WF-XB700: On devices like Walkman or Android smartphones, set Sound Quality Mode to "Prioritize Stable Connection." If possible, choose the AAC codec on the connected device. If AAC isn’t available, use SBC. Some devices may not allow setting changes. Refer to the device manual for guidance. 

6.  Avoid Wireless Interference 

   • Turn off nearby wireless LAN devices. 

7.  Minimize Obstacles 

   • Keep headphones close to the Bluetooth device to avoid signal blockage from your body. 

8.  Restart Devices 

   • Quit unused apps and restart your Bluetooth device or computer. 

9.  Pause and Resume Playback 

   • If there’s no sound, pause and resume playback. 

10.  Manage Noise Canceling 

    • If ultrasonic devices cause noise, turn off Noise Canceling and Ambient Sound Mode. 

11.  Update Firmware of your Bluetooth device 

    • To ensure compatibility and resolve sound issues, confirm that your Bluetooth device's firmware is updated to the specified version or later. Visit the Sony Support page for instructions on updating your device's software.

    • Digital Music Player

      • DMP-Z1: Software Version 1.02 or later

    • Walkman Devices

      • NW-WM1A / NW-WM1Z: Software Version 3.02 or later
      • NW-ZX300 / NW-ZX300G: Software Version 2.02 or later
      • NW-A55 / NW-A55HN / NW-A56HN / NW-A57 / NW-A55WI: Software Version 1.02 or later