Music does not play or pause when the headphones are removed, or the touch sensor control panel doesn't work
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Issue: Music does not pause when the headphones are removed, or the touch sensor control panel does not respond correctly.
Applies to: Sony wireless headphones with wearing detection and touch sensor control features
Likely cause: The setting may be disabled, the headphones may not be worn correctly, or sweat, humidity, or temperature may affect the sensors.
Resolution summary: Enable the touch sensor control panel and “Pauses when the headphones are taken off” in the Sony | Sound Connect app. Ensure the headphones are worn correctly and dry the earpads before use.
Important: Touch controls may not work when wearing gloves or when the headphones are connected using the supplied audio cable.
What to do when the music doesn't pause after removing the headphones
- Open the Sony | Sound Connect app, and make sure that the Pauses when the headphones are taken off setting is set to ON.
- Touching the headphones with sweaty hands or using them in high temperatures or high humidity may prevent the headphones from registering that you removed them. Dry the outside earpads completely before using the headphones.
- The music may not pause when the headphones are removed, depending on the app. If this is the case, use your music streaming app to control music playback.
What to do when the touch sensor control panel does not work
- Check the settings and make sure that you operate the headphones properly:
- Open the Sony | Sound Connect app, and ensure the Touch sensor control panel is ON.
- Be sure to use the surface of your finger when operating the touch sensor control panel. The touch sensor control panel will not work correctly with fingernails or while wearing gloves.
- When you wear the headphones over a cap, a scarf, or hair, the sensors may not detect them and may turn them off. Be sure to set the earpads over the ears.
- Test the app and check the connecting method:
- Some apps may not support the touch sensor control. If this is the case, use your music streaming app to control music playback.
- When you use the supplied headphone cable, you can only use Quick Attention Mode and Speak-to-Chat. The audio cable overrides the following touch sensor functions: you can't adjust volume, play or pause music in this situation.
- If the touch sensor doesn't work despite the previous tips:
- Disable the Automatic Power Off setting. You can set it using the Sony | Sound Connect app:
- System → Automatic Power Off, and select Do not turn off. Doing so can activate the wearing detection function on the headphones.
- Reset the headphones. If the issue persists, initialise the headphones.
Note: Resetting the headphones will not delete the pairing information, while initialisation returns the headphones to the factory settings, and all Bluetooth pairing information is deleted.
- Disable the Automatic Power Off setting. You can set it using the Sony | Sound Connect app:
If moisture or condensation is suspected
If the headphones were used in humid conditions or if condensation is suspected, turn the headphones off and allow them to dry naturally overnight in a well-ventilated area before using them again. In many cases, moisture will evaporate if the headphones are left in dry air overnight.
In some cases, placing the headphones in a sealed container with silica gel packets may help absorb moisture. Ensure the headphones are powered off and avoid placing the packets inside the earcups or pressing them against the inside of the earcups.
Do not attempt to dry the headphones using a hair dryer, radiator, or other heat source. Excessive heat can deform plastic parts or damage internal components. Avoid blowing air directly into the earcups, as strong airflow may damage the speaker membrane.