Article ID : 00232197 / Last Modified : 09/16/2019

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

    Follow these troubleshooting steps to resolve the problem:

    • Reconnect your headphones to the Bluetooth® device.
      1. Insert your headphones in the charging case and then close the lid.
      2. Remove your headphones from charging case and then reconnect with the Bluetooth device.
    • Set the Sound quality mode to Priority on stable connection.
      1. Launch the Sony | Headphones Connect app.
      2. Set the Sound quality mode to Priority on stable connection.
    • Because sound may cut out if there wireless interference, turn off other nearby wireless devices.
    • The human body can block the antenna of the Bluetooth device and create an obstacle for Bluetooth transmission, causing sound to cut out. To avoid this, bring your headphones closer to your Bluetooth device.
    • Quit all apps you aren't using and then re-start the Bluetooth device.
    • Update the software of the Bluetooth device. Check the support page for how to update your Bluetooth device.

    Digital Music Player

    Model NameSoftware Version
    DMP-Z11.02 or higher

    Walkman

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