There is no sound, or sound is only heard from one side of the headphones (WF-C510)

Before you start

• Radio interference will affect the Bluetooth communication between the headphones and playback device. The interference is likely to occur in a crowded place, near a store's cash registers, near a microwave, near traffic lights or automatic doors, inside a crowded train or in a station, etc. To avoid interference, move the headphones and speaker closer, or set the sound quality mode to Priority on stable connection in the Sony | Sound Connect app.
• Turn up the volume on the connected device.
  

Solution

1. Select your issue:

   I cannot hear sound when playing music.

   
   Go to step 2.

   I cannot hear a voice while on a phone call.

   
   See the While on a phone call I cannot hear the other party's voice or they cannot hear mine article.

2. Pause the music, wait for about 10 seconds, and play the music again.

   I can hear sound from the headphones.

   The Bluetooth connection may have been temporarily unstable.

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

3. Turn off and on the headphones.
   Set the headphones in the charging case, close the lid, wait for a few seconds, and then wear the headphones again.
   

   I can hear sound from the headphones.

   The issue may be caused by a temporary malfunction of the headphones.

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

4. Try the following procedure, and check if you can hear sound from the headphones.
   1. Charge the headphones.
      Note: Use the USB Type-C® cable that is supplied with the product. Charging may not be possible with a commercially-available cable.
   2. Reset (restart) the playback device.
      Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
   3. Delete the Bluetooth device information of your playback device.
      For details on how to delete the Bluetooth device information, refer to the How to delete the Bluetooth device information of your playback device article.
   4. Perform pairing again.
      Refer to the appropriate article:
      • For Android: Pairing and connecting with an Android smartphone
      • For iPhones: Pairing and connecting with an iPhone
      • For computers and other devices: Refer to the appropriate section of the Help Guide

   I can hear sound from the headphones.

   There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.

   I cannot hear sound from the headphones.

   Go to the next troubleshooting step.

5. If you connect a computer with the headphones, check the settings on the computer, check the computer settings.
   Note: The menu items may vary depending on the device.

   For Windows 11:

   1. Open the Start menu and select Settings.
   2. Select System.
   3. Select Sound.
   4. Scroll down to the Advanced menu and select More sound settings.
   5. In the Playback tab, select Headphones, and click Set as Default Device.

   For Windows 10:

   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Select Open Sound settings, and then select Sound Control Panel.
   3. Select the Playback tab to show the device list.
   4. Select Headset labeled with Hands-free, and click Set as Default Device.
   5. Select OK to close the setting screen.

   The issue is resolved

   The issue may have been caused by the computer settings.

   The issue is not resolved

   Go to the next troubleshooting step.

6. Reset the headphones.

   Refer to the How to reset or initialize the WF-C510 article or view the How to reset video below:
   
   

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

   If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved

   Go to the next troubleshooting step.

7. Initialise the headphones, and then try the pairing again.

   Initialisation returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   Refer to the How to reset or initialize the WF-C510 article or view the How to initialize video below:
   
   

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

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved

   The headphones may be malfunctioning, and service may be required.

Go to the Headphones Troubleshooting Guide