Article ID : 00236052 / Last Modified : 29/11/2019

Sound cuts out or noise occurs on my WF-1000XM3 earbud headphones

    The WF-1000XM3 uses a left and right simultaneous Bluetooth transmission method. That means the Bluetooth connection stability is improved compared to other more conventional headphones. However, the sound still may be intermittent at times, or no sound may come out at all, under the following situations:

    When can I experience sound cuts? 

    • When you are in an unstable (busy - moving) environment (airport, rail station, or train for example) and your headset is close to many other wireless audio devices
    • When the headset is in an environment with a lot of Wi-Fi signals, microwaves, cell phones, or other devices using Wi-Fi 

    How do I solve sound cuts?

    Follow these troubleshooting steps to resolve the sound issues:

    • Reconnect the headset with the Bluetooth playback device (e.g. your phone). 
      1. Set the headset in the charging case and close the lid.
      2. Remove the headset from charging case and reconnect with your playback device.
         
    • Set the headset sound quality mode to Priority on stable connection
      1. Launch the Sony | Headphones Connect app.
      2. Set the headset sound quality mode to Priority on stable connection.
          
    • Because sound may cut out if there is wireless interference, turn off other nearby wireless LAN devices.
       
    • The human body can block the antenna of the Bluetooth device and create an obstacle for Bluetooth transmission, causing the sound to cut out.
      To avoid this, bring your playback device closer to your headset or vice versa.
       
    • Quit all apps you are not using and re-start your playback device.
       
    • When you are listening to music using a computer, and the sound cuts out, close all unnecessary applications and windows, and then restart the computer.
       
    • Ensure your headphones and playback device are running the latest software. Check your product page on the Sony Support page to see which firmware updates are available.


    Digital Music Player

    Model NameSoftware Version
    DMP-Z11.02 or later

    Walkman

    Model NameSoftware Version
    NW-WM1A
    NW-WM1Z
    3.02 or later
    NW-ZX300
    NW-ZX300G
    2.02 or later
    NW-A55
    NW-A55HN
    NW-A56HN
    NW-A57
    NW-A55W
    1.02 or later