Sony Support
Article ID : 00159915 / Last Modified : 28/01/2024
PrintApplicable Products and Categories of This Article
IMPORTANT: Make sure your device has the latest firmware installed. The latest firmware can be found under the Firmware/Softwaresection of your product support page.
Note: If you are using either of these models
WF-1000XM5, WF-1000XM4,WH-1000XM4,WH-1000XM5,LinkBuds,LinkBuds S
Try these steps to improve connectivity using the Headphone Connect app
Various reasons can cause interference to the sound or Bluetooth connection of the wireless headphones or speakers. Please check the following solutions for each cause:
Reasons | Workarounds | |
---|---|---|
Case 1 | Using the Bluetooth device close to Wi-Fi routers, microwave ovens, refrigerators, etc. Signal interference may occur when a Wi-Fi® device is in use near the unit if they both use the same 2.4 GHz frequency band.. |
|
Case 2 | Using the Bluetooth device in the pocket of the chest or pants, or a bag while listening to the audio. The communication between the devices will be poor if there is an obstruction between the unit and the connected device. |
|
Case 3 | Using the Bluetooth devicecloseto other Bluetooth devices. Bluetooth devices may be affected by these radio waves when using them in a location with a mixture of multiple radio waves. | Turn off the Bluetooth function of the other Bluetooth devices. |
Case 4 | Using the device away from the player, such as in a different room. Bluetooth communication gradually becomes weaker the further away Bluetooth headphones/speakers are placed from a Bluetooth player. When using Bluetooth headphonesorspeakers and a Bluetooth player in different rooms with the doors closed, Bluetooth communication may be weak. | Keep the Bluetooth headphonesorspeakers as close to the Bluetooth player as possible. |
Case 5 | Playing music (audio data) via the Bluetooth device placed in a case. If a protective case uses metal objects or thick materials, Bluetooth communicationcan beinterferedwithby those objectsormaterials and the signalcan becomeweak. | Remove the case of the Bluetooth player. |
Case 6 | Playing music with a large file size or High-Resolution audio format. The file size becomes large when music files are compatible with the High-Resolution audio format. | Change the settings Bluetooth audio streaming playback quality of your Bluetooth headphones or speaker toPrioritize Stable Connection. |
Case 7 | Bluetooth transmission is affected if too many applications are running at the same time on the connected device. | Close applications that you are not using to avoid slowing down the Bluetooth transmission. |
If theissuepersists, follow these steps:
- Reset your Sony audio product.
- How to reset or initialize the Wireless Headphones
- How to reset or initialize the Wireless Speaker
- Reconnect the Bluetooth connection.
- If the connected device has theNear Field Communication (NFC)function, use it to reconnect.
- Reset / initialize your connected device.
Notes:
- For details onhow toreset other Sony devices andyour connected devices, please refer to the manual supplied with the product.
- If the remaining battery level of your device is low, charge the battery first and then try the procedure above.
Alternatively, you can visit ourTroubleshooting Guidesfor other options.
- Headphones Troubleshooting Guide
- Wireless Speaker Troubleshooting Guide
Related articles:
- Sound is interrupted or noise occurs while playing music.
- Sound cuts out or no sound comes out of the right unit of the headset. (WF-1000X, WF-SP700N)
Please accept Youtube cookies to watch this video
Access your cookie preferences below and make sure to switch on the Youtube cookie under the 'Functional' section.
Related Articles
When connected to a wireless speaker via Bluetooth the sound skips or breaks up while playing music or during a phone call.
[VIDEO] Troubleshooting sound drop issues on headphones
The sound is delayed or the picture and sound are out of sync.
Guide to Using EXTRA BASS Portable Bluetooth Speakers(SRS-XB41,SRS-XB31,SRS-XB21)
Sound is interrupted or noise occurs while playing music.
- Contact support
Contact our Support team
- Warranty Information
Find information on Tourist Limited Warranty
- Service Centres
List of Sony offices in Asia Pacific region that provide after-sales service activities
Professional product support and services
Find support information for Broadcast & Professional products