IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.
Follow these steps to troubleshoot this issue:
- Use the Sony | Headphones Connect app to update the headphones to the latest version.
- Update all music streaming apps (on your phone) to the latest version, and then restart the connected device.
(Depending on the music streaming app, this issue can occur even when you are not playing music with the app.)
- Place the headphones into the charging case, close the lid, and then wear them again.
- Reset the headphones.
- Initialize the headphones.
You can see how to reset or initialize the headphones in the Help Guide or by following the instructions in our How to reset or initialize the WF-1000XM4 article.