Help Guide
Wireless Noise Canceling Stereo Headset
WF-1000XM5
Noise or unusual sound can be heard.
When using the headset, you may hear vibrations transmitted through your body while walking or running, and you
may also hear biological sounds such as heartbeats and breathing sounds. This may occur due to the nature of the
product and is not a malfunction.
When the noise canceling function or Ambient Sound Mode is turned on, vibrations from walking, running, or shaking
of the head may be transmitted through the body, and be heard as rattling or popping noises. This may occur due to
the nature of the product and is not a malfunction.
Using the headset in crowded places (crowded trains, busy streets during rush hour, etc.) may cause sound skips or
noise due to people around you interfering with the Bluetooth communication. In that case, launch the “Sony |
Headphones Connect” application and change the LE Audio connection from [LE Audio connection setting for
headphones] to [Classic Audio only (conventional connection method)]. If the problem persists, set the sound quality
mode to [Priority on Stable Connection].
When the noise canceling function or Ambient Sound Mode is turned on, a small amount of white noise may be heard
constantly, but this is caused by the characteristics of the noise canceling function or Ambient Sound Mode.
When putting on or adjusting the headset, the shape of the earbud tip may change and the internal bubbles may be
crushed or restored. At this time, you may hear a popping sound in your ear, but this is not abnormal.
If the touch sensor is strongly tapped when putting on or adjusting the headset, a metallic or popping sound may
temporarily occur. This is not a malfunction.
The sound conduits (sound output tubes), air holes, and microphone part of the headset are not completely
watertight. If any water droplets are left in the sound conduits, air holes, or microphone parts, a beeping sound
(feedback) may be heard temporarily. This is not a malfunction. See “When the headset units or charging case gets
wet” and clean them as described before use. Do not use the headset with water inside.
If you cover the microphone part on the left or right headset unit with your hand, etc., or if you grasp the headset unit
in your hand, a beeping sound (feedback) may be heard. This is not a malfunction. If any of this is the case, remove
your hand, etc. from the left or right microphone part.
If the Ambient Sound Mode is enabled in a rather noisy environment, a noise may be heard. This is not a malfunction.
In this case, set the noise canceling function to ON or set the noise canceling function and the Ambient Sound Mode
to OFF.
Some devices that emit ultrasonic sound waves or other high pitched sounds designed to repel rodents may
occasionally be installed at the entrances of commercial facilities or subway stations. Near such devices, the
ultrasonic sound waves or other high pitched sounds may cause noise or unusual sound to be heard from the
headset. Leave the place where the noise or unusual sound is heard. Or turn off the noise canceling function/Ambient
Sound Mode.
When the Adaptive Sound Control is turned on, the headset detects the wearer’s actions and adjusts the noise
canceling function automatically. When this setting is changed, music may pause momentarily and a notification
sound may be heard. This sound notifies you that the setting has been changed.
If you want to deactivate this notification sound, use the “Sony | Headphones Connect” app to turn the setting off.
If you tap the touch sensor when the headset is not connected via a Bluetooth connection, you will hear a notification
sound indicating that the headset is turned on.
If none of the above items apply, try the following steps in sequence to improve the situation.
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.
Reset the headset.
Initialize the headset, and pair the headset with the device again.
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