No sound on the WH-1000XM4 headphones from the second device when using a multipoint connection

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

If you're using a multipoint connection (connecting your headset to two devices simultaneously) and you cannot hear audio from the second connected device, follow these steps:

1. Open the Sony | Headphones Connect app, select the System tab, and make sure the Connect to 2 devices simultaneously option is set to ON.
2. Stop playback on the first connected device.
3. Close the audio (music) application on the first connected device.

NOTE: Depending on the device, silent streaming can continue on the first device when the second device has a Bluetooth connection to the headphones. If this is the case, the headphones remain connected to the first device, and the audio doesn't switch to the second device.