Article ID : 00224048 / Last Modified : 03/03/2022

Sound skips or noise is heard from the headphones

    Follow these steps to troubleshoot this issue:

    Before you start

    Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update and check if it resolves the issue before proceeding.

    Solution

    1. Select your problem:
      The issue occurs only on the Right unit.
      The issue occurs on both units.
      Go to the next troubleshooting step.
    2. When does the issue occur?
      The issue occurs in crowded places, but not when I am at home.
      Other Bluetooth® devices may interrupt communications from your mobile device.
      The issue occurs when I use the headphones in a quiet place.
      Go to the next troubleshooting step.
    3. Disconnect the Bluetooth connection to any device other than the headphones.
      The issue is resolved
      Other Bluetooth devices may interrupt communications between your mobile device and your headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    4. Close all apps except the one you are currently using.
      The issue is resolved
      The sound can skip when multiple apps are open at one time.
      The issue is not resolved
      Go to the next troubleshooting step.
    5. Switch the Sound Quality Mode to Priority on Stable Connection.
      Note for WF-XB700: If the connected device is a Walkman® player or Android™ smartphone, set the Sound Quality Mode to Priority on stable connection on the connected device. If you can select the audio codec on your device, first try to set it to AAC, and if that is not available, then set it to SBC. Depending on the device, you may not be able to change the settings. Refer to the device manual for details on how to change the settings.
      1. Open the Sony | Headphones Connect app, and connect the headphones and the device via Bluetooth.
      2. In the Sound tab, set the Sound Quality Mode to Priority on Stable Connection.
      The issue is resolved
      The headphones setting was the cause of the issue.
      The issue is not resolved
      Go to the next troubleshooting step.
    6. Check if the issue occurs on all music files.
      The issue occurs on all music files.
      Go to the next troubleshooting step.
      The issue occurs on only one or some specific files.
      The issue may have been caused by the file format. High-resolution audio takes up more file capacity because it contains more information. Due to this, it causes a greater burden when using Bluetooth communication. Convert the files to a different file format, such as MP3 or AAC.
    7. If available, pair your headphones with a different Bluetooth-enabled device.
      The issue is resolved
      The original device may have caused the issue. It's recommended to use a different device, or consult the manufacturer of the original device for further assistance.
      The issue is not resolved
      The headphones may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide