The WH-1000XM6 headphones do not operate properly

If you're having trouble with your headphones or want to make sure you're using them to their full potential, this guide is here to help. We'll walk you through everything from wearing your headphones correctly to troubleshooting common issues. Whether it's adjusting settings in the Sony | Sound Connect app, understanding how the touch sensor works, or resolving connectivity problems, we've got you covered. Let’s make sure your listening experience is as smooth and enjoyable as possible!

Wearing the headphones

• Ensure you are wearing the headphones before attempting to operate the touch sensor control panel.
• Avoid wearing the headphones over a cap, cloth, scarf, or hair, as this may interfere with the wearing detection and touch sensor functionality.
• Make sure your ears are inside the earpads for proper detection and operation.

Adjusting settings with the Sony | Sound Connect App

Set the Automatic Power Off function to "Do not turn off".

1. Open the Sony | Sound Connect app.
2. Navigate to Device settings → System tab.
3. Set the Automatic Power Off function to "Do not turn off" to ensure the wearing detection continues to function correctly, which may help resolve the issue.

Using the headphones with the supplied cable

• Make sure to insert the plug firmly into the input jack. You'll know the cable is fully seated when the gold ring on the plug is no longer visible.
  If you still see part of the headphone plug, apply steady, gentle pressure until you feel or hear a click.
• When connected to a device via the supplied headphone cable and the headphones are turned ON, you can use Quick Attention Mode, but operations such as volume adjustment or play/pause can't be performed.

Proper operation of the touch sensor

• Avoid using your fingernail or a gloved hand to operate the touch sensor control panel. Use the ball of your finger instead.
• Ensure the touch sensor control panel setting is enabled in the Sony | Sound Connect app.

Compatibility with computer applications

When connected to a computer, some applications may not support touch sensor control panel operations. In such cases, use the computer application for control.

Troubleshooting

• Reset your headphones.
• If the issue still occurs after the reset, Initialize the headphones.
  Initializing the headphones will reset volume settings and delete all pairing information. You will need to delete the pairing information for the headphones from the connected device and pair them again.