There is no sound from the headset, or sound is only heard from one side. (WF-1000XM3, WF-SP800N, WF-XB700)

If there is no sound or sound is only heard from only one side of the headset, follow these steps:

IMPORTANT: For WF-1000XM3, if this issue occurs when connected to a Windows 10 computer, updating the software to version 1.3.0 or later may resolve the issue.
Visit the model page on the Sony Support website for additional details and to use the Sony | Headphones Connect app to get the update.

• Place the headset in the charging case and close the lid.
  Once the lid is closed, wait a few seconds, then remove the earbuds and set up a Bluetooth connection to the desired device.

• Reset the headset.
  Select your model for details:

  WF-1000XM3 

  1. Place the headset in the charging case. Leave the lid of the charging case open. Then place your finger on the touch sensor of the left unit for about 20 seconds.

     

  2. Release your finger when the indicator (red) of the headset turns off after flashing.
     NOTES: 

     • If the indicator (red) did not flash in Step 1, you may need to place your finger on the touch sensor of the left side of the headset for about 30 seconds.
     • You may be able to continue even if the indicator (red) did not flash.

  3. Hold your finger to the touch sensor on the right unit for about 20 seconds.

     

  4. Release your finger when the indicator (red) of the headset turns off after flashing.
     NOTES: 

     • If the indicator (red) did not flash in Step 3, you may need to hold your finger to the touch sensor on the right side of the headset for about 30 seconds.
     • You may be able to continue even if the indicator (red) did not flash.
     • The indicator (red) light may be lit after the reset is finished.

  5. Check to see if the issue is resolved after resetting.
     NOTE: You can view a video on how to reset the headset.

  WF-SP800N 

  1. Reset the headset.

  2. After resetting, check to see if the issue was resolved.

  WF-XB700 

  1. Reset the headset.

  2. After resetting, check to see if the issue was resolved.

• Turn up the volume of the connected device.

• If you're using an app with a connected mobile device and you hear no sound, try with another app.

• Check if the Bluetooth connection is established with the device you are connecting to.

• Check if the connected device is playing music.

• Charge the headset.
  NOTES:

  • When charging, place the headset in the charging case and close the lid.

  • Connect the charging case to an AC outlet or computer using the supplied USB Type-C cable.

• Initialise the headset and pair again.
  Select your model for details:

  WF-1000XM3

  1. Place the headset in the charging case, leave the lid of the charging case open, then place your finger on each touch sensor on both the left and right units for about 10 seconds. 

  2. Release your fingers when the indicators (red) of the headset start flashing.

  3. The indicators (blue) flash 4 times, and the headset is initialised. 

  4. Delete the pairing information for the headset from the device, then pair your devices again.

  5. Connect and pair with a Bluetooth device, then check to see if the issue was resolved.
     NOTE: You can view a video on how to initialise the headset.

  WF-SP800N 

  1. Initialise the headset.

  2. After initialising, connect and pair with a Bluetooth device, then check to see if the issue was resolved.

  WF-XB700

  1. Initialise the headset.

  2. After initialising, connect and pair with a Bluetooth device, then check to see if the issue was resolved.