There is no sound, low sound, or sound is only heard from one side of the headphones (Headband/In-Ear)

Before you start

• When playing music, make sure the headphones and the device are connected using the A2DP profile.
• When using a video calling application on a computer, make sure the headphones and the computer are connected via HFP (Hands-free Profile) or HSP (Headset Profile).

• When using a multipoint connection (connecting to the headphones 2 devices simultaneously), depending on the connected device, silent streaming can continue on the first device when the second device is connected to the headphones via Bluetooth. If this is the case, the headphones remain connected to the first connected device, and the audio does not switch to the second device.

  If the sound from the second device cannot be heard after the playback is stopped on the first device, operate in the following order and check whether the situation has improved:

  1. Check that the Connect to 2 devices simultaneously is set to On on the Sony | Sound Connect app.
  2. Stop the playback of the application on the first device.
  3. Close the application on the first device.
• If you are connecting a computer to the headphones, make sure the audio output setting of the computer is set for a Bluetooth device.
• Radio interference will affect Bluetooth communication between the headphones and playback device. The interference is likely to occur in a crowded place, near a store's cash registers, near a microwave, near traffic lights or automatic doors, inside a crowded train or in a station, etc. To avoid interference, move the headphones and the connected device closer, or set the sound quality mode to Priority on stable connection in the Sony | Sound Connect app.

Solution

1. Turn up the volume on the connected device.

   Note: Depending on the connected device, the volume may not sync with the headphones. If this is the case, you may not get the desired volume by adjusting the headphones volume only. To cope with the issue, adjust the volume on both the headphones and the connected device.

   I can hear sound from the headphones.

   The issue may have been caused by the volume settings.

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

2. Select your issue:

   I cannot hear sound when playing music.

   
   Go to step 3.

   I cannot hear a voice while on a phone call.

   
   See the While on a phone call I cannot hear the other party's voice or they cannot hear mine article.

3. Pause the music, wait for about 10 seconds, and play the music again.

   I can hear sound from the headphones.

   The Bluetooth connection may have been temporarily unstable.

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

4. Turn off and on the headphones.

   I can hear sound from the headphones.

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

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

5. Try the following procedure, and check if you can hear sound from the headphones.
   1. Charge the headphones
      Note: Not all commercially available USB cables are guaranteed to charge the headphones.
   2. Reset (restart) the playback device.
      Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
   3. Delete the Bluetooth device information of your playback device.
      For details on how to delete the Bluetooth device information, refer to this article: How to delete the Bluetooth device information of your playback device.
   4. Perform pairing again.
      For details on how to pair with the headphones, refer to your model's Help Guide.

   I can hear sound from the headphones.

   There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

6. If you connect a computer with the headphones, check the settings on the computer, check the computer settings.
   Note: The menu items may vary depending on the device.

   For Windows 11:

   1. Open the Start menu and select Settings.
   2. Select System.
   3. Select Sound.
   4. Scroll down to the Advanced menu and select More sound settings.
   5. In the Playback tab, select Headphones, and click Set as Default Device.

   The issue is resolved

   The issue may have been caused by the computer settings.

   The issue is not resolved

   Go to the next troubleshooting step.

7. Reset (restart) the headphones.

   For details on how to reset the headphones, refer to your model's Help Guide.
   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 have been caused by a temporary malfunction of the headphones.

   The issue is not resolved

   Go to the next troubleshooting step.

8. Initialize the headphones, and then try the pairing again.

   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.

   The issue is resolved

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

   The issue is not resolved

   The headphones may be malfunctioning, and service may be required.