Sony Support

Article ID : 00249610 / Last Modified : 03/02/2022Print

Troubleshoot Truly Wireless headphones Sound issues, like when there is no sound, or sound is only heard from one side

    This page introduces how to troubleshoot for Truly Wireless headphones Sound issues: No sound, sound is only heard from one side.

    image of WF-1000X image of WF-1000XM3 image of WF-H800 image of WF-SP700N image of WF-SP800N image of WF-SP900 image of WF-XB700

    Follow these steps to troubleshoot this issue:

    Before you start

    Updating the headphones software to the latest version may resolve the issue. Perform the update before going to the next step.

    WF-1000X

    WF-1000XM3

    WF-H800

    WF-SP700N

    WF-SP800N

    WF-SP900

    If the following situations seem to cause the issue, clean the mesh sheet with gentle running tap water.

    • Foreign substances (such as earwax) build up in the headphone sections.
    • Water gets inside the headphone sections.

      • For information on how to maintain and clean the player after sports (swimming or running, etc.), refer to the Help Guide.

    WF-XB700

    NOTE: If "Unfortunately, there currently are no downloads for this product." is shown in the download page, go to the next step.

    Solution

    1. Does the power indicator flash when you remove the headphones from the charging case?
      image that the indicator of WF-1000X is flashing image that the indicator of WF-1000XM3 is flashing image that the indicator of WF-H800 is flashing image that the indicator of WF-SP700N is flashing image that the indicator of WF-SP800N is flashing image that the indicator of WF-SP900 is flashing image that the indicator of WF-XB700 is flashing

      Yes, the indicator flashes.
      Go to step 3.
      No, the indicator does not flash.
      Go to step 2.

    2. After charging, do the headphones turn on and produce sound?
      Connect the charging case to an AC outlet, and then set the headphones in the charging case.
      NOTE: Be sure to charge the charging case as well as the headphones.

      Yes, the headphones produce sound.
      The issue was caused by a low battery level in the headphones.
      The headphones turn on, but they do not produce sound.

      WF-1000X:
      If the sound is not produced from the right unit, refer to the Sound cuts out or no sound comes out of the right unit of the headset article.
      If both earbuds have no sound, or if the issue is not resolved, go to step 3.

      WF-1000XM3:
      Go to step 3.

      WF-H800:
      Go to step 3.

      WF-SP700N:
      If the sound is not produced from the right unit, refer to the Sound cuts out or no sound comes out of the right unit of the headset article.
      If both earbuds have no sound, or if the issue is not resolved, go to step 3.

      WF-SP800N:
      Go to step 3.

      WF-SP900:
      If the sound is not produced from the right unit, refer to the Right unit of WF-SP900 does not produce sound article.
      If both earbuds have no sound, or if the issue is not resolved, go to step 3.

      WF-XB700:
      Go to step 3.

      No, the headphones do not turn on.
      The headphones may not have charged correctly.
      Refer to the Troubleshoot why the Truly Wireless headphones are not charging article.

    3. Do the headphones produce sound when you reconnect the headphones with the playback device?
      Try the following procedure:

      1. Set the headphones in the charging case, and then close the lid.

      2. Connect the headphones with the playback device.

      Yes, the headphones produce sound.
      There was a temporary connection issue with the playback device.
      No, the headphones do not produce sound.
      Go to step 4.

    4. Do the headphones produce sound when you increase the volume on the headphones or the playback device?

      Yes, the headphones produce sound.
      The issue was caused by a low volume. Adjust the volume to an appropriate level.
      No, the headphones do not produce sound.
      Go to step 5.

    5. Do the headphones produce sound after resetting?
      Refer to the following to reset the headphones.

      NOTE: For WF-SP900, restart the headphones and check to see if the headphones turn on.

      WF-1000X

      WF-1000XM3

      WF-H800

      WF-SP700N

      WF-SP800N

      WF-SP900

      WF-XB700

      Yes, the headphones produce sound.
      The issue was caused by a temporary malfunction of the headphones.
      No, the headphones do not produce sound.
      Go to step 6.

    6. Do the headphones produce sound after initializing and pairing with the playback device?
      Refer to the following to initialize the headphones.

      NOTE: All of the data (music files, pre-installed data, etc.) saved to the main memory of the headphones will be erased.

      WF-1000X

      WF-1000XM3

      WF-H800

      WF-SP700N

      WF-SP800N

      WF-SP900

      WF-XB700

      Yes, the headphones produce sound.
      There was a connection issue with your playback device such as the disconnection of the Bluetooth pairing.
      No, the headphones do not produce sound.
      Go to step 7.

    7. Do the headphones produce sound when connected to another playback device?
      Connect your headphones to a different device, such as a smartphone or Walkman player.

      Yes, the headphones produce sound.
      There may be an issue with the playback device you previously connected the headphones to.
      No, the headphones do not produce sound.
      The headphones may be malfunctioning. Service may be required.

    Go to the Headphones Troubleshooting Guide top page