Touch sensor, stereo sound, Bluetooth, or noise canceling features don't work correctly on my earbud headphones

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The impact of the infrared sensor on your earbuds

There is an infrared sensor located near the charging port on each earbud.  This sensor detects how the earbuds are being worn.

If the earbuds aren't properly worn, the touch sensor may not work, resulting in sound issues such as:

• no sound
• faulty noise-cancellation
• loss of Bluetooth connection (sound cutting or dropping)

So, it's important to wear your earbuds properly (not fitted too loosely). If the infrared sensor can't detect one or both earbuds due to this reason, or if the infrared sensor is dirty, or if the earbud tips are not attached properly, the following problems may occur: 

• The touch sensor won't work on the earbud that isn't detected.
• The undetected earbud will turn off after 15 minutes due to the Automatic Power Off function.
• When only one earbud is detected, sound can be heard from both earbuds, but it will be monaural (non-stereo, it sounds a bit flat). 
• When only one earbud is detected, the Ambient Sound Mode will work only with the detected earbud.
• When neither of the earbuds are detected, the Ambient Sound Mode turns off.

Note: These issues are based on the default settings. If you customize the settings, the issues may differ.

If any of these issues occur, try the following solutions:

• To make sure the earbuds are properly fit to your ears, refer to the How to wear the headphones properly and select most suitable earbud tips article.
• Clean the infrared sensor using a dry, soft cloth.
• If the issue still occurs, turn off the Automatic Power Off function in the Sony | Headphones Connect app. With this setting off, the wearing detection function is disabled.