Article ID : 00279898 / Last Modified : 07/08/2022Print

There is no sound, or sound is only heard from one side of the headphones (LinkBuds S)

    Follow these steps to troubleshoot this issue when using the LinkBuds S earbud headphones:

    1. Select your issue:
      I can't hear sound when playing music.

      Go to step 2.
      I can't hear the other person talking while on a phone call.

      Check the While on a phone call I can't hear the other person talking or they can't hear me article.
    2. Pause the music, wait for about 10 seconds, and play the music again.
      I can hear sound from the earbuds.
      The Bluetooth® connection may have been temporarily unstable.
      I can't hear sound from the earbuds.
      Go to the next troubleshooting step.
    3. Place the earbuds in the charging case, close the lid, wait for a few seconds, and then wear them again.
      I can hear sound from the earbuds.
      The issue may be caused by a temporary malfunction of the earbuds.
      I can't hear sound from the earbuds.
      Go to the next troubleshooting step.
    4. Select your issue:
      I hear sound from only one side of the earbuds.

      Go to step 5.
      I can't hear sound from either side of the earbuds.

      Go to step 7.
    5. Check if Google Assistant or Amazon Alexa™ is enable.
      Note: When the Service Link feature is turned on using the Sony | Headphones Connect app, only the Right side can be used by itself.
      The Google Assistant or Amazon Alexa is enable.
      Go to step 6.
      These functions are not set to the earbuds, or I don't know whether these functions are set.
      Go to step 7.
    6. Check the touch sensor control function or Voice Assistant function according to the way you use the earbuds:

      When the Google Assistant or Amazon Alexa is enable, only the side with the touch sensor control function set to Playback control can be used by itself.

      • If you want to use either side of the earbuds by itself (only the Left or only the Right): Set the touch sensor control function of the desired side to Playback control.
        1. Open the Sony | Headphones Connect app.
        2. In the System tab, under the Change the touch sensor function menu, select (Settings).
        3. Select the side you want to use by itself, either L (Left) or R (Right), and set the Function to Playback control.

        Note: When you assign Playback control to both sides, full functionality is only available on the Right side.

      • If you want to alternate using either side by itself (sometimes use only the Left and sometimes use only the Right): Set the Voice Assistant function to Voice Assist Function of Mobile Device. With this setting, either side of the headphones can be used by itself.
        1. Open the Sony | Headphones Connect app.
        2. Select (down arrow) on the right side of the Voice Assistant menu.
        3. Select Voice Assist Function of Mobile Device.
      After changing the settings, I can hear sound from the earbuds.
      The issue was caused by the settings.
      I can't hear sound from the earbuds.
      Go to step 7.
    7. Perform the following steps, and check if you can hear sound from the earbuds:
      1. Charge the earbuds.
        Note: Use the USB Type-C® cable that is supplied with the product. Charging may not be possible with a commercially-available cable.
      2. Reset (restart) the playback device.
        Since the playback device may temporarily malfunction, turn off the device once, and turn it on again.
      3. Delete the Bluetooth device information of your playback device.
        Refer to the How to delete the Bluetooth device information of your playback device article.
      4. Pair the devices again.
        Refer to the appropriate article:
      I hear sound from the earbuds.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      I can't hear sound from the earbuds.
      Go to the next troubleshooting step.
    8. If the earbuds are connected to a computer, check the following settings:

      For Windows 11:

      1. Open the Start menu and select Settings.
      2. Select System.
      3. Select Sound.
      4. Scroll down to the Advanced menu and select More sound settings.
      5. In the Playback tab, select Headphones, and click Set as Default Device.

      For Windows 10:

      1. On the computer screen, right-click the Speaker icon.
      2. Select Open Sound settings, and then select Sound Control Panel.
      3. Select the Playback tab to show the playback device list.
      4. Select Headset labeled with Hands-free, and click Set as Default Device.
      5. Select OK to close the setting screen.
      The issue is resolved
      The issue was caused by the computer settings.
      The issue is not resolved
      Go to the next troubleshooting step.
    9. Watch this video or refer to the Resetting the headset page for instructions:


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    10. Initialize the Linkbuds S.
      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      Watch this video or refer to the Initializing theLinkbuds S to restore factory settings page for instructions:


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide