Article ID : 00098421 / Last Modified : 05/25/2022Print

The sound is poor or skips when using a Bluetooth connection

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    The following situations may affect the quality of the Bluetooth® connection between your unit and the connected device:

    • The communication between the devices will be poor if there is an obstruction between the unit and the connected device. Try the following:
      1. Change the position or location of the unit or connected device.
      2. If the connected device has a cover on it, take it off to improve the communication distance.
      3. If the connected device is in a bag or in a pocket, try moving the position of the device.

      4. Place the devices closer together to improve signal transmission.

    • Signal interference may occur when a Wi-Fi® device is in use near the unit if they both use the same 2.4 GHz frequency band. To resolve the issue, try the following:
      1. Turn off the Wi-Fi function of the connected device.
      2. If a Wi-Fi device is in use near the unit, turn off its Wi-Fi function or use the device at least ten meters away from the unit.
      3. Use the unit as far away as possible from a microwave oven, ticket gates, other Bluetooth device or places that generate electromagnetic radiation.

        Note: Turn off the noise-cancelling function if you are using a noise canceling headphone.

    • If multiple devices are connected to your router, speed may be slow. Turn off the other devices or disconnect the Wi-Fi connection to the router, then check if the signal strength has improved.

      multiple devices connected to a router

    • Bluetooth transmission is affected if too many applications are running at the same time on the connected device. Close applications that you are not using to avoid slowing down the Bluetooth transmission.

    • The sound may skip if the music being played has a high bit rate. Check the specifications of the connected device and the format of the audio file.
      • For MDR-1000X, WH-1000XM2, WF-1000X, WF-SP700N, WI-1000X, MDR-10RBT, MDR-1RBT, MDR-AS700BT, MDR-EX31BN, MDR-XB950BT, or MDR-ZX770BN, set the sound quality mode to Priority on stable connection mode.
        1. Turn off your headset.
        2. If the unit is currently set to Standard mode (default), press the POWER button while holding down the VOL- button for more than two seconds to turn it on.
        3. If the headset is currently set to Priority on sound quality mode.
          1. Turn on the headset while holding down the VOL- button.
          2. Turn off the headset.
          3. Press the POWER button while holding down the VOL- button for more than two seconds to turn it back on.

          Note: The battery charge light flashes red first and then blue when the sound quality mode switches to Priority on stable connection mode.

      • For all other models, set the bit rate to the one that the unit supports.

    If the sound still skips after performing the steps above, restore the unit to factory default. For model-specific instructions, check your device manual. Manuals are posted on your model support page.

    1. Delete pairing data, and then pair the unit and device again.
    2. Reset the unit.
    3. Initialize the unit.

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