Article ID : 00276244 / Last Modified : 03/03/2022Print

Noise is heard from the headphones (WF-1000XM4)

    Follow these steps to troubleshoot unwanted noise:

    Before you start

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

    Solution

    1. Select your problem:
      Noise is heard when the headphones are exposed to wind

      Refer to the I hear loud wind noise from the headphones article to reduce the wind noise.
      Noise is heard while walking or running

      When the Noise Canceling or Ambient Sound Control is On, the vibration of walking or running may be transmitted from your body and cause noise. To avoid this, turn Off the Noise Canceling or Ambient Sound Control.
      A cracking or popping noise is heard while or just after inserting the headphones

      This happens because air bubbles inside the earbuds get crushed and restored in response to movement that changes their shape. This is normal, and not a malfunction.
      Noise is heard when I push the headphones into my ears, or when I tap the touch sensor strongly

      This temporary noise can happen because of the Noise Canceling or Ambient Sound Control function and air-tightness of the headphones. This is normal, and not a malfunction.
      An echo is heard when I cover the headphones or built-in microphone with my hand

      An echo in this situation is normal and not a malfunction.
      Noise is heard when the surrounding ambient noise is loud, such as when I am in a station or near a construction site.

      When the Ambient Sound Control is On, the surrounding noises can be easily heard. Turn on the Noise Canceling function, or turn off the Ambient Sound Control function.
      White noise (a small electrical noise with continuous static sound) is heard

      This happens because of the Noise Canceling function. To avoid white noise, turn off the Noise Canceling function.
      Note: If the white noise is heard during a phone call, refer to the Noise canceling doesn't work, or white noise is heard during a call on the headphones article.
      A beep sound is heard while playing music

      Go to step 7.
      Noise is heard while talking on the phone

      Go to step 2.
      None of the conditions listed

      Go to step 6.
    2. If noise is heard during a phone call, select the appropriate situation:
      The noise occurs when I talk
      Go to step 3.
      The noise occurs when the other person talks
      Go to step 7.
    3. Fit the headphones to your ears firmly.

      If the earbuds are not worn properly, do not fit your ears, or the air-tightness is insufficient, the phone call quality may decrease. To maintain the quality, consider these factors:

      The issue is resolved
      The size or fitting conditions may have affected the Noise Canceling function.
      The issue is not resolved
      Go to step 4.
    4. Try speaking louder.
      The issue is resolved
      The noise reduction function may have been the cause. When you speak quietly, the headphones may detect your voice as noise.
      The issue is not resolved
      Go to step 5.
    5. Use the headphones in a quieter place.
      The issue is resolved
      The ambient sound may have been the cause.
      The issue is not resolved
      Go to step 7.
    6. Turn off the Adaptive Sound Control function.

      When the Adaptive Sound Control is On, the notification sound (beep) tells you when the Noise Canceling or Ambient Sound Control setting changes. This may make it seem like sound from the headphones is interrupted.
      Note: To disable the notification sound, open the Sony | Headphones Connect app and, in the Adaptive Sound Control screen, turn off Notification Tone When Switching.

      Follow these steps to turn off the Adaptive Sound Control function:

      1. In the Status tab, select (right arrow) at the right side of the Adaptive Sound Control menu.
      2. Turn off the Adaptive Sound Control.
      The issue is resolved
      The headphones settings were the cause of the issue.
      The issue is not resolved
      Go to step 7.
    7. Perform the following with the headphones and connected device:
      1. Set the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear the headphones again.
      2. Restart the connected device.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 8.
    8. Reset the headphones.

      Watch this video or refer to the Resetting the headphones 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.
    9. Initialize the headphones.
      Note: Initialization returns the headphones to the factory settings and all Bluetooth® pairing information is deleted.

      Watch this video or refer to the Initializing the headphones 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 require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide