While on a phone call I can't hear the other person talking or they can't hear me (WF-C710N)

1. Select your issue:

   I can't hear the other person talking

   
   Go to step 2.

   The other person can't hear me talking

   
   Go to step 4.

2. Perform the following steps on the device connected to your earbuds.

   1. Check the Bluetooth® settings to make sure that the earbuds are connected via Bluetooth.
      Note: If needed, refer to the appropriate article to establish a Bluetooth connection:
      • For Android™ phones: Pairing and connecting with an Android smartphone
      • For iPhones® phones: Pairing and connecting with an iPhone
      • For other devices: Refer to the appropriate section of the Help Guide
   2. Check the Speaker settings on the connected device:
      • For Android phones: While you are talking, tap the Speaker or Bluetooth icon, and then select WF-C710N Hands-Free.
      • For iPhone/iPad: While you are talking, tap the Audio icon, and then select WF-C710N Hands-Free.
      • For Computers: While you are talking, right-click the Speaker icon at the right side of the computer screen, open the Sound settings, and then select Headset (WF-C710N Hands-Free) from the pull-down list of the Speaker setting.
      Note: The settings menu items may vary by device.
   3. Turn up the volume on the connected device.
      Note: Make sure that the speaker is not muted on the connected device.
   4. Restart the connected device.
      Note: If the connected device is temporarily unstable, the restart may resolve the issue.

   The issue is resolved

   The issue may have caused by the Bluetooth device settings or a temporary malfunction.

   The issue isn't resolved

   • If the connected device has Android OS version 10 or later installed, or is a computer with a Microsoft® Windows® operating system, go to step 3.
   • For all other devices, go to step 7.

3. If the connected device is Android 10 or later, or Windows computer, check the following setting.

   Note: The settings menu items may vary depending on the connected device.

   For phones with Android OS 10 or later:
   1. Open the Settings menu on your smartphone.
   2. Select Connected devices.
   3. Tap the Settings icon icon next to the earbuds model name..
   4. Set the Call setting to ON.
   For Windows OS computer: 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.
   6. Select OK to close the setting screen.
   Windows 10
   1. On the right side of 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 device list.
   4. Select Headset labeled with Hands-free, and click Set as Default Device.
      Note: If the same headphones model name exists, make sure to choose the model labeled with Hand-Free.
   5. Select OK to close the setting screen.
   Windows 8.1
   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Select Playback devices.
   3. Select Headset labeled with Hands-free, and click Set as Default Device.
      Note: If the same headphones model name exists, make sure to choose the model labeled with Hand-Free.
   4. Select OK to close the setting screen.

   The issue is resolved

   The issue was caused by the Bluetooth device settings.

   The issue isn't resolved

   Go to step 7.

4. Turn off the Noise suppression settings on the app you are using for the call.

   Hint: The name of the noise suppression function depends on the app.

   The issue is resolved

   The noise suppression function of the earbuds and the app may have interfered with each other.

   The issue isn't resolved

   Go to step 5.

5. Make sure the earbuds fit snug in your ears

   If the earbuds do not fit your ears, the phone call quality may decrease. Here are some important factors to consider:
   • Make sure that headphones are worn properly
   • Make sure that the earbuds' microphone and your ear are not in contact with each other.

   The issue is resolved

   The size or fit of the earbuds caused the issue.

   The issue isn't resolved

   Go to step 6.

6. Perform the following steps with the earbuds and connected device:

   1. Set the earbuds in the charging case, close the lid, wait for a few seconds, and then remove the earbuds.
   2. Restart the connected device.
      Note: If the connected device is temporarily unstable, the restart may resolve the issue.
   3. Try speaking louder as the ambient sound may prevent your voice from being heard.

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones or connected device, or ambient sound.

   The issue isn't resolved

   Go to step 7.

7. Reset the earbuds.

   Watch this video or refer to the Resetting the headsets page for instructions:
   

   If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue isn't resolved

   Go to the next troubleshooting step.

8. Initialize the earbuds.
   Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

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

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the earbuds.

   The issue isn't resolved

   Go to the next troubleshooting step.

9. If you have a different smartphone, Walkman®, or other device, try to perform a Bluetooth pairing with the headphones and one of these other devices.

   The issue is resolved

   The original device or application may have caused the issue. It's recommended to use a different device or application for phone calls, or consult the manufacturer of the original device or application for further assistance.

   The issue isn't resolved

   Turn off other wireless devices or move away from those devices because wireless interference can cause the issue. If the issue is still not resolved, the earbuds may be malfunctioning and service may be required.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide