Sony SupportWF-1000XM5

Article ID : 00300808 / Last Modified : 06/10/2023Print

The headphone volume cannot be adjusted. (WF-1000XM5)

    Follow these steps to troubleshoot this issue:

    1. Use the touch sensor to adjust the volume.
      • To increase the volume: Quickly tap the touch sensor on the right earbud during music playback. As you repeatedly tap the touch sensor (with an interval of about 0.4 seconds or less between each tap), a notification sound is emitted and the volume increases by 1 step.
      • To decrease the volume: Quickly tap the touch sensor on the left earbud during music playback. As you repeatedly tap the touch sensor (with an interval of about 0.4 seconds or less between each tap), a notification sound is emitted and the volume decreases by 1 step.
      The volume can be adjusted
      You can use the headphones to adjust the volume.
      The volume cannot be adjusted
      Go to the next troubleshooting step.

    2. Use the Sony | Headphones Connect app to adjust the volume.

      To adjust the volume using the Sony | Headphones Connect app, move the slide bar next to the speaker icon in the Status tab.

      The volume can be adjusted
      You can use the Sony | Headphones Connect app to adjust the volume.
      The volume cannot be adjusted
      Go to the next troubleshooting step.

    3. Adjust the volume on the connected device.

      For details on how to adjust the volume on the connected device, refer to the device manual or support site.
      Note: Depending on the connected device, the volume may not sync with the headphones. If you cannot get the desired volume by adjusting the headphones or device volume only, adjust the volume on both the headphones and the connected device.

      The volume can be adjusted
      You may need to adjust the volume on the device in some situations.
      The volume cannot be adjusted
      Go to the next troubleshooting step.
    4. If the app has the volume settings, try adjusting the volume using those settings.
      The volume can be adjusted
      The issue may have been caused by the app settings.
      The volume cannot be adjusted
      Go to the next troubleshooting step.

    5. Reset the headphones.

      Refer to the Help Guide or view the How to reset video:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      The volume can be adjusted
      The issue may have been caused by a temporary malfunction.
      The volume cannot be adjusted
      Go to the next troubleshooting step.

    6. Initialize the headphones.
      Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      Refer to the Help Guide or view the How to initialize video:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      The volume can be adjusted
      The issue may have been caused by a temporary malfunction.
      The volume cannot be adjusted
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide