Sony Headset Tips, Tricks and Troubleshooting
If you spend a lot of money on a pair of headphones or earbuds, you expect them to work. But when basic issues, like connectivity or charging problems appear, the frustration begins.
While this post will not address all the issue users will face, it does address the common problems I see on the Sony headphone subreddit. So if you just bought a new Sony headset, this guide is for you.
Help Guide
All Sony headsets come with small booklet with a QR code, scan this code and it will take you to the Help Guide. If you cannot find the booklet with your headset or just do not have it, then just google
Headset name help guide
The Help Guide has a Quick Start Guide with all the relevant information, like how to wear the headset, things to avoid, how to connect the headset, etc. The quick start guide is usually on the first page of the main guide. See the WH-1000XM6 Quick Start guide for example.
The guide also has a troubleshooting section with information what to do in case you encouter problems. Again WH-1000XM6 for example.
Resetting the headset
When things do not work like they should, Sony has 2 options for resetting the headset. A soft reset and a factory reset. The soft reset is used when the headset will not turn ON, or when ON, is not operating as intended. This will not erase any pairing information, and all settings on the headset will be retained. Try this before anything else.
If a soft reset fails to fix the issue, you can try a factory reset. The factory reset will erase all pairing information and headset settings. You can try the factory reset a few times to see if it needs a couple of tries.
If the factory reset fails to fix your issue, the guide recommends to "consult the Sony support contact or your nearest Sony dealer." You can always make a post on the Sony headphones subreddit to see if the issue can be solved before having to contact support.
Headset will no charge
This is common question/issue on reddit, and here is how to troubleshoot depending on the type of headset.
Over-ear model
- Try to use the supplied USB cable if you will be charging through your laptop/PC. I have always used this cable and never had any issues. If you need to use a longer cable, make sure it is of good quality and not some cheap cable. Make sure both the port on the headset and the cable connector are clean of any dirt or grime.
- If you are using an AC adapter, make sure the adapter can output at least 0.5A for non-PD models, and at least 1.5A for PD-capable models (WH-1000XM5, WH-1000XM6). Some USB hubs will not be able to charge the headset.
Earbuds
- Either use the supplied cable or a high quality one for charging. If you want to use an AC adapter, make sure it can output at least 0.5A. Make sure the contacts on the earbuds and case are clean and free of any dirt or grime. Even if they look clean, they can have an oily film from the skin on them, which can interfere with charging. You can use a dry soft cloth to wipe them clean.
- If wiping with a cloth does not fix the issue, you can try cleaning the contacts with isopropyl alcohol, ideally 90% or more. Use a small amount on a cotton swab. Once wiped, let the contacts air out for a few minutes for all of the alcohol to evaporate.
- Finally, make sure the earbuds are sitting inside the case correctly. The magnets align the earbuds, but not always correctly. If charging does not work, move the earbuds around a bit, to see if this fixes anything.
Another solution is to check different ports on the same laptop/PC or switching to another device to see if charging will work there. If none of these tips help, try resetting the headset, first a soft reset, then factory reset. If this fails, and the headset is under warranty, contact Sony support for a repair.
If the headset is older, >3 years old, the battery could the issue, and it might require replacing. Sometimes it is not the battery at fault, but the temperature sensor attached to the battery which has stopped working correctly. From what I recall, the battery is not covered by warranty in some regions, so even if under warranty, you may need to pay for a replacement.
Battery Replacement
New Sony headphones and charging cases use connectors for the battery connection. This allows for much simpler battery replacement by the user. Check iFixit for guides, or see my teardown posts for reference photos to see what kind of connection you model uses. If you cannot find your model, drop a comment here and I will try my best to provide an answer for you. If your model uses a soldered connection, like the WH-CH500 for example, you can always try to find a local electronics repair shop and ask if they do battery replacements.
For earbud batteries, replacing them is still possible for certain models which use coin cells, but some have soldered coin cells or even soldered custom cells, which are impossible to find online. Check iFixit or YouTube for guides. I have a WF-1000XM4 battery replacement guide on the blog here. Only replace earbud batteries if you are confident you can do it, otherwise try to find a professional that will perform the service. Having taken apart a non-functional WF-1000XM5, I can say that it is difficult to open up the earbuds. It takes a lot of isopropyl alcohol, patience, and strong langauge.
AC Adapter Use
Yes you can use an AC adapter with your headset. And as explained earlier, make sure the AC adapter can output at least 0.5A for non-PD, and at least 1.5A for PD-capable models. While I have in the past cautioned users about using chargers with ratings over 13W, on account of what is written in some of Sony's reference guide's, I have been assured by people with more experience that an AC adapter will NOT damage the headset.
This is because amps are pulled and not pushed, meaning the headset or charging case will not draw more power than it requires.
Currently only the WH-1000XM5 and WH-1000XM6 support PD-USB fast charging.Using a 15-25W charger will be plenty for all other models.
I have been using only a USB port and the supplied cable to recharge all of my Sony headsets, and I have never had any issues with charging. If you wish to use an AC adapter, just make sure it is from a reputable company, and not something from the dollar store.
Cleaning the Headset
Your headset will get dirty with use, here are some cleaning tips:
- Wipe the headset down with a dry clean cloth on a regular basis, especially earbuds
- Use a damp cloth if the dry cloth does not help
- Avoid wet wipes containing alcohol, thinner, benzene, etc. as they may damage the finish on the surface of the headset
- If you need to use isopropyl alcohol, make sure it is > 90% and wipe it off as quickly as possible
- add a bit to a cotton swab
- You can use a diluted neutral detergent on a clean cloth to clean stains
- Dry the headset with a clean dry cloth
- Certain skin, hair. and makeup products may damage and stain the headset
- Silicone covers are one option in order to avoid this issue.
For silicone earbud tips (except WF-1000XM4 and WF-1000XM5), you can clean them with a diluted mild detergent. Once clean, wipe off any excess moisture, and let them fully dry before re-attaching the tips.
For WF-1000XM4/M5 tips, take off the tips and wipe them down with a clean dry cloth. I would not recommend getting these tips wet as liquid can damage them, and cause them to deteriorate more rapidly. Ideally, look for alternate earbud tips for the these models, preferbly tops with a silicone exterior and foam on the inside. There is nothing I can recommend as being perfect, but I have tired AZLA's Foamax, and they were pretty good, but I still prefer the tips that came with my XBA in-ear headphones.
Avoiding Moisture Damage
While Sony's earbuds have IPX ratings, the over-ear models do not. This means moisture can enter inside and possibly damage components. The WH-1000XM4 suffers from an issue where the feedback NC microphone becomes damaged due to moisture buildup, which causes a high pitched sound when using ANC.
Electret microphones are more susceptible to moisture issues thans MEMS, but even MEMS microphones are not immune. It is best to use an earbud model for the gym, but if you prefer an over-ear model, here are some tips on how to minimize any potential moisture issues:
- Do not use the headset when it is raining
- After use, allow the headset to evaporate any excess moisture by leaving the inside of the earpads exposed to the air
- You can speed up moisture absorption by using Silica gel packets, place them inside the earpads to let the packets absorb any excess moisture
- If you have to put the headset away into the case, add a Silica gel packet to each earpad, and an extra one inside the case before closing it up
- If you have any spare packets at home, use those, or pick up some from Amazon, 5g seems like the right size
- Do not place the headset beside any cold bottles inside a bag, as the condensation may cause moisture damage
- Water damage is not covered by the standard Sony Warranty
If you want to minimize any chance of water damage to the USB port, you can pick up some USB C covers, here are 2 options.
If you own a 3D printer, just google USB type C cover/plug to find some free printables.
Indicator LED
In the Help Guide for each model, Sony provides a breakdown of various possible problems and the LED pattern the earbuds, case, or headset will show. To find this breakdown, click Getting Started > Parts and Controls > About the indicator. For example, here is the page for the WF-C710N. This is a very useful page, and can help when posting issues on Reddit, or when in touch with Sony Support.
Earbuds - One Side use
Another issue that comes up from time to time on reddit is when user cannot use only one side of their earbuds. Not all models support one sided use, so make sure the option is available in the Help Guide. If you see no section about using one side only, then the earbuds do not support it.
One sided use will no be possible if the assistant is set to one side. Removing the assistant in the options will permit one sided use.
Battery Life
The online guide for each model has a section for battery life. To find the section, go to Getting Started > Power/Charging > Available Operating time. The table will have various operating times for various codecs and functions. Here is the WF-C710N battery life for example. The rated time is up to, not minimum.
The times provided is with functions like EQ or DSEE turned OFF. Turning these ON will decrease the battery life. But there is no easy answer by how much, as this will vary from model to model, and other factors like temperature and age of the battery.
But if you have a new model, and on the same settings as the table, but a poor battery life, reset the headset. If this does not help, contact Sony support. If you have an older model out of warranty, check iFixit for a battery replacement guide.
No sound from one side
A common issues is no sound from one side on an over-ear model, or from one of the earbuds. First check the L-R balance on your phone in the settings or on the computer. If the balance is correct, try testing the headset on another device to make sure the issue is with the headset.
If the issue is with the headset, first try a soft reset, and then a hard factory reset. If this does not resolve the issue, then contact Sony support if the headset is under warranty. If the device is out of warranty, and you want Sony to fix, contact support. Otherwise you can try and open up the affected side to see if you can see anything that could be the cause. It could be as simple as a disconnected ribbon cable or something more problematic like corrosion on a connection.
When it comes to one earbud not working, repairing it would be rather difficult. If your earbuds are still under warranty, it would be best to send them in for Sony to replace the broken one. Once your earbuds are out of warranty, the best solution is to buy a used (or new) earbud on Ebay and pair it to your case.
Pairing a Replacement Earbud
While there is no set procedure for pairing a new earbud, my guide for the WF-C710N should work on most new earbud models. I have a guide for the WF-1000XM5 as well.
The main idea is to reset the new earbud inside the case once, then once again when both earbuds are inside the case. Next erase the pairing information for the old earbuds on your phone/device, then try to pair the earbuds again to your phone/device.
If you have paired a replacement earbud before, please post the model and the procedure performed in the comments.
High pitched noise one side
If you own a WH-1000XM4, this might be a problem in the future, same for the WH-CH720N, as it also uses electric microphones for its ANC mics. If you already have this issue, then the only solution is to replace the affected electret microphone. Sony does not sell the microphones, so you will need to find one on a website with electronics parts like DigiKey or Mouser.
There is conflicting information from reddit whether this is a good idea. One user mentioned the ANC performance on their WH-1000XM4 was affected after repair, while another said it did not. Replacing the microphone will remove the high pitched noise, that part is true.
If anyone has replaced the feedback ANC microphone on their WH-1000XM4 without any issues or drop in ANC performance, please leave a comment below what part number you bought and from where.
Replacing Earpads
If your earpads are falling apart, you can easily replace them with aftermarket pads. Check online either on ifixit or YouTube for guides on how to replace your model's earpads. There are many options, but I would recommend Wicket Cushions if your model is supported. Otherwise check Amazon for your model from other suppliers. One can always ask in the Sony Headphone subreddit for suggestions.
WH-1000XM4 | WH-10000XM5 | WH-1000XM6
Enabling LDAC on the headset
If your headset supports LDAC (check the guide for supported codecs), and you own an Android smartphone, you should be able to turn on LDAC through the app.
You need to select "Prioritize Sound Quality" instead of "Prioritize Stable Connection". This should allow your headset to connect through LDAC. While LDAC is integrated into Android, it may not be always active. In order to active it, you may need to go through the developer options. You can also check out this post on reddit for another method.
That is the guide for now. I will try to add more tips, tricks and troubleshooting help in future updates.
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