Sound is interrupted or noise occurs while playing music on my earbud headphones

• White Noise with Noise Canceling On
  • When Noise Canceling is enabled, you might hear white noise (a faint static sound). This is a normal characteristic of the Noise Canceling function, not a defect.
  • If the white noise is bothersome, you can use the Sony | Sound Connect app to turn the Noise Canceling off.
• Automatic Wind Noise Reduction (for WF-1000XM4 only)
  • In windy conditions, the Automatic Wind Noise Reduction feature may temporarily disable Noise Canceling when wind is detected. The Noise Canceling function will resume automatically once the wind subsides.
  • If the Noise Canceling seems less effective in windy environments, this is normal operation, not a malfunction.

Understanding these behaviors allows you to adjust your settings or usage to optimize your listening experience.

When walking or running, you might hear vibrations linked to your movements. This is due to the headphones' design and is not a defect.

By adjusting your headphones' settings, you can minimize disturbances and enjoy a smoother listening experience during outdoor activities.

• The sound may cut in the following situations:
  • When you are in an unstable environment (e.g, airport, rail station, or train) and your headphones are close to other wireless audio devices.
  • When the headphones are in an environment with a lot of Wi-Fi signals, microwaves, cell phones, or other devices using Wi-Fi.
  • When your body blocks the antenna of the Bluetooth device, creating an obstacle for Bluetooth transmission.
• To avoid these issues, try the following:
  • Move the headphones and the connected device closer together and check if the issue is resolved.
  • Turn off other nearby wireless LAN devices.

Updating your headphones' software to the latest version may resolve the issue. You can update the headphones' software by using the Sony | Sound Connect app. For details, see the product page of the headphones on the Sony Support website.

Follow the steps below to reconnect the devices:

1. Place the headphones in the charging case and close the lid.
2. Remove the headphones from the charging case and reconnect with the source device.

Use the Sony | Sound Connect app to change the Bluetooth Connection Quality to Prioritize Stable Connection.

Notes:

• For LDAC-supported models: When you play music using the LDAC codec, set the Bluetooth Connection Quality to Priority on Sound Quality. If the music source device has the Wireless Playback Quality set to LDAC - Connection Preferred, use that setting to stabilize the connection.
• For WF-XB700: If the connected device is a Walkman or Android smartphone, set the Sound Quality Mode to Priority on stable connection on the connected device. If you can select the audio codec on your device, first try to set it to AAC, and if that is not available, then set it to SBC. Depending on the device, you may not be able to change the settings. Refer to the device manual for details on how to change the settings.
• Depending on the connected device, you may not be able to change the settings. Refer to the device manual for details on how to change the settings.

Wind noise can be amplified in certain conditions. To reduce it, follow these steps based on your headphone model:

• LinkBuds Fit, LinkBuds Open, WF-1000XM5, LinkBuds S, WF-SP800N: Use the Sony | Sound Connect app to turn off the Noise Canceling function and Ambient Sound Control settings.

• WF-1000XM4: Use the Sony | Sound Connect app to set the Ambient Sound Control to Automatic Wind Noise Reduction. If you are bothered by wind noise even though the Automatic Wind Noise Reduction is enabled, set the Noise Canceling function and the Ambient Sound Mode to OFF.

  Note: The Automatic Wind Noise Reduction feature disables some microphones when strong wind is detected, which may make Noise Canceling seem less effective. Slight wind does not activate this feature.

• WF-1000XM3: Use the Sony | Sound Connect app to set the Wind Noise Reduction in the Ambient Sound Control setting. If the wind noise does not reduce sufficiently, turn off the Noise Canceling function and Ambient Sound Control settings.

Check the following on the source device:

• Quit all apps you are not using and re-start the source 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.
• If your Bluetooth device is listed below, make sure that the software is updated to the specified firmware version. For details on how to update the firmware, check the Sony Support page for your source device.
  • DMP-Z1: Version 1.02 or later
  • NW-WM1A, NW-WM1A: Version 3.02 or later
  • NW-ZX300, NW-ZX300G: Version 2.02 or later
  • NW-A55, NW-A55HN, NW-A56HN, NW-A57, NW-A55WI: Version 1.02 or later