Article ID : 00159915 / Last Modified : 29/12/2022Print

Sound or Bluetooth connection cuts or noise occurs from the headphones or speakers.

    IMPORTANT: Make sure your device has the latest firmware installed. The latest firmware can be found under the Downloads section of your product support page.

    Note: If you are using either of these models

    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:




      Case 1

      Using the Bluetooth device close to Wi-Fi routers, personal computers, microwave ovens, refrigerators, etc.

      Wi-Fi routers, personal computers, microwave ovens, refrigerators, etc. are devices that emit radio waves. Bluetooth devices may be affected by these radio waves when using them in a location with a mixture of multiple radio waves.

      Please use the Bluetooth device away from Wi-Fi routers, personal computers, microwave ovens, refrigerators, etc. in order to avoid radio wave interference.

      If you use a headphone set with a noise canceling function, turn the noise canceling function off.

      Case 2

      Using the Bluetooth device in the pocket of the chest or pants, or a bag while listening to the audio.

      Bluetooth devices can be affected because the human body blocks the Bluetooth antenna of the Bluetooth device and creates an obstacle for Bluetooth transmission.

      Move the Bluetooth device to a position where there is no obstacle, such as a human body, to Bluetooth communication when using the Bluetooth device in a pocket or a bag.

      Case 3

      Using the Bluetooth device close to 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 headphones or speakers and a Bluetooth player in different rooms with the doors closed, Bluetooth communication may be weak.

      Keep the Bluetooth headphones or speakers 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 communication can be interfered with by those objects or materials and the signal can become weak.

      Remove the case of the Bluetooth player.

      Case 6

      Playing music (audio data) streamed via the Internet.

      Sound is affected by the communication condition of the Internet since music (audio data) that is streamed to a Bluetooth player is transferred to Bluetooth headphones or speakers. Also, playing music (audio data) that has a large volume has more impact on sound.

      Play downloaded audio contents, not stream via the Internet.

      Case 7

      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.
      Music files with a large size may affect Bluetooth communication.

      Change the settings Bluetooth audio streaming playback quality of your Bluetooth headphones or speaker to Priority on stable connection.

      Case 8

      Using the Bluetooth function when a lot of applications are running at the same time.

      Quit apps which you are not using on the device to reduce the load.

      If the issue persists, follow these steps:

      1. Reset your Sony audio product.
      2. Reconnect the Bluetooth connection.
      3. If the connected device has the Near Field Communication (NFC) function, use it to reconnect.
      4. Reset / initialize your connected device.


      • For details on how to reset other Sony devices and your 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 our Troubleshooting Guides for other options.

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