Help Guide
Wireless Noise Canceling Stereo Headset
WF-1000XM5
No sound, no sound from one side
Common
Pair the headset and the Bluetooth device again.
When playing music, check that the headset and the transmitting Bluetooth device are connected via an A2DP
Bluetooth connection.
Charge the charging case.
Set the headset units into the charging case, and close the charging case lid.
You may be able to resolve some issues by setting the headset units into the charging case.
If foreign material such as earwax becomes attached to the mesh part of the earbud tip, the sound may become
muffled or difficult to hear. See “Maintenance” and clean the earbud tips as described before use.
Restart the smartphone or the computer you use.
No sound can be heard from the headset units during an automatic headset software update. Set the headset into the
charging case and close the charging case lid, then wait for about 5 minutes.
Reset the headset.
Initialize the headset, and pair the headset and the device again.
When the Speak-to-Chat mode is activated, music playback will pause. In this case, operate the touch sensor of the
headset to exit the Speak-to-Chat mode.
You can use the “Sony | Headphones Connect” app to switch between enable or disable for Speak-to-Chat.
When the headset is simultaneously connected to 2 devices via multipoint connection, depending on the connected
device, the device may keep sending the silent signal even if the playback of the music or video is stopped. In this
case, the headset remains connected with the device, and the connection may not be changed to another 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.
Check with the “Sony | Headphones Connect” app that the setting of [Connect to 2 devices simultaneously] is on.
Stop the playback of the application on the first device.
Shut down the application on the first device.
Select the device you want to play from [Manage Connected Device] of [Device Currently Being Connected] on
the “Sony | Headphones Connect” app, and then start playback.
When connecting to a computer
If you are connecting a computer to the headset, make sure the audio output on the computer is set for a Bluetooth
device.
Restart the music app or video app.
When using a video calling application on a computer, check that the headset and the computer are connected via an
HFP or HSP Bluetooth connection.
Depending on the video calling application you are using, microphone settings may not be available.
When there is no sound on only one side
Depending on the smartphone app or computer application (which requires HFP (Hands-free Profile)/HSP (Headset
Profile)), you may hear a voice from only one headset unit.
Related Topic
Charging
Using only one headset unit
How to make a wireless connection to Bluetooth devices
Listening to music from a device via a Bluetooth connection
