Sound skips or noise is heard from the headphones (Headband/In-Ear)

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Follow these steps to troubleshoot this issue:

Solution

1. Check the playback quality on the headphones and connected device's settings.

   • Headphones' settings
     1. Open the Sony | Sound Connect app, and connect the headphones and the device via Bluetooth.
     2. In the My Device tab, select All device settings → Connection, and set the Bluetooth Connection Quality to Prioritize Stable Connection.

     Note: If you are using a playback device compatible with the AAC (Advanced Audio Coding) codec used on iPhone and other Apple products, set the Bluetooth Connection Quality to Prioritize Sound Quality.

   • Playback device's settings
     Changing the wireless playback quality settings on the transmitting device may improve the issue. For details on the settings, refer to the manuals supplied with the device.

   The issue is resolved

   When the sound quality is high, the audio processing load will be heavy and may cause the audio to skip. By changing the Bluetooth Connection Quality setting, the load will be reduced and may resolve the issue.

   The issue is not resolved

   Go to the next troubleshooting step.

2. Does the issue occur when playing music?

   The issue occurs when playing music

   • If you connect the headphones to the previously connected device, the headphones may only establish the HFP (Hands-free Profile) or HSP (Headset Profile) Bluetooth connection when it is turned on. Use the connected device to connect via A2DP.
   • When listening to music from a computer, the sound quality may be poor (difficult to hear the singer’s voice, etc.) for the first few seconds. This is due to the computer specifications (priority on stable connection at the start of transmission and then switches to priority on sound quality several seconds later) and is not a headphones' malfunction.
     If the sound quality does not improve after a few seconds, operate the computer to connect to the headphones via A2DP. For details, refer to the manuals supplied with the computer.
   • If the issue occurs on specific music files, the issue may be caused by the file format. Convert the files to a different file format, such as MP3 or AAC. If the issue occurs on all music files, go to step 3.

   The issue also occurs when music is not playing

   Go to step 3.

3. Select the situation when noise is heard:

   Noise is heard when the headphones are exposed to wind

   
   To reduce the wind noise, turn Off the Ambient Sound Control. Go to step 6.

   Noise is heard while walking or running

   
   When the Ambient Sound Control is On, the vibration of walking or running may be transmitted from your body and cause noise. To avoid this, turn Off the Ambient Sound Control. Go to step 6.

   A rustling noise is heard when I move my body or head

   
   The headphones' microphone and your ear may be in contact with each other. Check how to wear the headphones. Go to step 5.

   White noise (a small electrical noise with continuous static sound) is heard

   

   • When the Ambient Sound Mode function is OFF:
     When you are in a quiet environment, if no music is playing or the volume is low, white noise may be heard. This is normal and within specifications.
   • When the Ambient Sound Mode function is ON:
     White noise is generated depending on the level of the Ambient Sound function. You can adjust the level using the Sony | Sound Connect app. Set the Ambient Sound Control to adjust the setting in the My Device tab.
   • When using the headphones while charging:
     Depending on the charging conditions (model of the USB AC adaptor, etc.), electrical noise that occurs during charging may be heard from the headphones.
   • When you are talking on the phone:
     During a call, the microphones will pick up ambient sound regardless of the Ambient Sound Control function setting. This is an effect of the Sidetone function, which allows your voice to be heard naturally and makes it more comfortable to talk during a call. If you hear ambient sounds, headphone operational sounds, or white noise during a call, that is also an effect of the Sidetone function, not a malfunction.

   An echo is heard when I cover the headphones or built-in microphone with my hand.

   
   Leaving your hand from the headphones will resolve the issue.

   Noise is heard when the surrounding ambient noise is loud, such as when I am in a station or near a construction site.

   
   When the Ambient Sound Control is On, the surrounding noises can be easily heard. Turn off the Ambient Sound Control function.

   Noise is heard while talking on the phone

   
   Go to step 4.

   Noise occurs when using the headphone cable while charging

   Electrical noise generated during charging may be heard from the headphones. Stop charging or, if the headphones support the Bluetooth feature, connect the device via Bluetooth. If the issue is not resolved, go to step 9.

   None of the conditions listed

   

   • If you hear your heartbeat or breathing, or if noise occurs when you change your posture such as moving your neck, this is normal and not a malfunction.
   • When the Adaptive Sound Control is turned on, the headphones detect your actions and adjusts the noise canceling function automatically. When this setting is changed, music may pause momentarily. This is not a malfunction.
   • If the issue occurs on a specific playback device, consult the manufacturer of the device to check the device’s condition.
   • For other noises, go to step 9.

4. If noise is heard during a phone call, select the appropriate situation:

   The noise occurs in my voice

   Go to step 5.

   The noise occurs in the other person's voice

   When using a video calling application on a computer, switch the Bluetooth connection HFP or HSP on the computer.
   Note: During a video call, sound quality may become low due to the conditions of the communication line.
   If the issue is not resolve, go to step 9.

5. Fit the headphones to your ears firmly.

   If the earbuds are not worn properly, the phone call quality may decrease. make sure that headphones are worn properly. For details, refer to your model's Help Guide.

   The issue is resolved

   The size or fitting conditions may have caused the issue.

   The issue is not resolved

   • If a rustling noise is heard when I move my body or head, go to step 6.
   • If noise is heard while talking on the phone, go to step 7.

6. Turn off the Ambient Sound Mode using the Sony | Sound Connect app.

   In the My Device tab, turn off the Ambient Sound Control.

   The issue is resolved

   The issue may have occurred because of the conditions where the headphones detected the ambient noise. The noise may also occur when you are in a place that uses devices that generate ultrasonic waves to deter or eliminate rodents and pests. If you are bothered by these noises, turn off the Ambient Sound Mode functions.

   The issue is not resolved

   Go to step 9.

7. Try speaking louder.

   The issue is resolved

   The headphones have a noise-reduction feature that suppresses background noise during a phone call. Because of this, when you speak quietly, the headphones may detect your voice as noise.

   The issue is not resolved

   Go to the next troubleshooting step.

8. Use the headphones in a quieter place.

   The issue is resolved

   The ambient sound may have been the cause.

   The issue is not resolved

   Go to the next troubleshooting step.

9. Try the following procedure, then check if the issue is resolved
   1. Turn off and on the headphones and then turn them on again.
   2. Reset (restart) the playback device.
   3. Bring the headphones and the playback device closer together.

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones or the playback device.

   The issue is not resolved

   Go to the next troubleshooting step.

10. Reset (restart) the headphones.

    For details on how to reset the headphones, refer to your model's Help Guide.

    1000X THE COLLEXION How to reset
    1. Connect the headphones to an AC outlet.
    2. Press and hold the (power) button and the noise canceling/Ambient Sound Mode button for about 5 seconds.
       When reset is complete, the charging indicator turns off and then lights up again.
    WI-C100 How to reset
    1. Connect the headphones to an AC outlet.
    2. Press the volume + button and the volume - button simultaneously.

    Hint: If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

    The issue is resolved

    The issue may be caused by a temporary malfunction of the headphones.

    The issue is not resolved

    Go to the next troubleshooting step.

11. Initialize the headphones.

    For details on how to Initialize the headphones, refer to your model's Help Guide.
    Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

    1000X THE COLLEXION How to initialize
    1. Turn off the headphones while the USB Type-C® cable is not connected.
    2. Press and hold the (power) button and the noise canceling/Ambient Sound Mode button for about 10 seconds.
       When initialization is complete, the indicator flashes in blue 4 times.
    WI-C100 How to initialize
    1. Remove the USB Type-C® cable.
    2. Press the (power) button and the volume - button for about 7 seconds.
       When initialization is complete, the indicator flashes in blue 4 times.

    The issue is resolved

    The issue may be 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