Article ID : 00232305 / Last Modified : 17/05/2020

Sound cuts or noise occurs on my wireless headset

    The wireless headset uses 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 headset is close to the other wireless audio devices
    • When the headset is in an environment with a lot of Wi-Fi signals, microwaves, cell phones, or other devices using Wi-Fi 

    Follow these troubleshooting steps to resolve the sound issues:

    • Reconnect the headset with the Bluetooth device. 
      1. Set the headset in the charging case and close the lid.
      2. Remove the headset from charging case and reconnect with the Bluetooth device.
    • Set the headset sound quality mode to Priority on stable connection
      1. Launch the Sony | Headphones Connect app.
      2. Set the headset sound quality mode to Priority on stable connection.

    • Because sound may cut out if there is wireless interference, turn off other nearby wireless LAN devices.
    • The human body can block the antenna of the Bluetooth device and create an obstacle for Bluetooth transmission, causing sound to cut out. To avoid this, bring your headset closer to your Bluetooth device.
    • Quit all apps you are not using and re-start the Bluetooth device.
    • When you are listening to music using the computer and the sound cuts out, close all unnecessary applications and windows, and then restart the computer.
    • Make sure the software on the Bluetooth device is the latest version. You can go to the downloads section of your product to look for the software updates.

    Digital Music Player

    Model NameSoftware Version
    DMP-Z11.02 or later


    Model NameSoftware Version
    3.02 or later
    NW-ZX3002.02 or later
    1.02 or later