Article ID : 00269440 / Last Modified : 06/03/2022Print

While on a phone call, I can’t hear the other person talking, or they can’t hear me

    Follow these steps to troubleshoot this issue:

    1. Select your issue details:

      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 headphones:

      1. Check the Bluetooth® settings to make sure that the headphones are connected via Bluetooth.
        Note: If needed, refer to the How to pair Bluetooth headphones with another device article.
      2. Check the Speaker settings.
        Note: The steps below use the WH-1000XM4 for example purposes.
        • For Android™ phones: While you are talking, tap the Speaker or Bluetooth icon, and then select WH-1000XM4 Hands-Free.
        • For iPhone® phones: While you are talking, tap the Audio icon, and then select WH-1000XM4 Hands-Free.
        • For Computers: While you are talking, right-click the Speaker icon on the computer taskbar, click Open Sound Settings, and then select Headset (WH-1000XM4 Hands-Free) from the Output drop-down list.
        Note: The settings menu items may vary by device.
      3. Turn up the volume.
        Note: Make sure that the speaker is not muted on the connected device.
      4. Restart the connected device.
      The issue is resolved
      The issue may have caused by the Bluetooth device settings or a temporary malfunction.
      The issue is not resolved
      • If the connected device is running Android™ operating system version 10 or later, or a computer with a Microsoft® Windows® operating system, go to step 3.
      • For all other devices, go to step 5.
    3. Check the following setting:

      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 next to the earbuds model name.
      4. Set the Call setting to ON.
      For Windows OS computers:
      1. On the computer taskbar, right-click the Speaker icon, and then click Open Sound settings.
      2. Under Related Settings, select Sound Control Panel.
      3. Select the Playback tab to show the playback device list.
      4. Select the connected headphones in the list, click Set Default, and then click OK.
      Note: The settings menu items may vary by device.
      The issue is resolved
      The issue was caused by the device settings.
      The issue is not resolved
      Go to step 5.
    4. Perform the following steps on the headphones or connected device:

      1. Restart the connected device.
      2. Try speaking louder as the ambient sound may prevent your voice from being heard.
      The issue is resolved
      The issue may be caused by a temporary malfunction of the headphones or connected device, or ambient sound.
      The issue is not resolved
      Go to step 5.
    5. Reset the headphones.
      For details, refer to the model specific Help Guide. Manuals are posted on your model support page.

      The issue is resolved
      The issue may be caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 6.
    6. Initialize the headphones.
      Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      For details, refer to the model specific Help Guide. Manuals are posted on your model support page.

      The issue is resolved
      The issue may be caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 7.
    7. If available, pair your headphones with a different Bluetooth-enabled device that you can use to make a phone call, and test it:

      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 is not 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 headphones may be malfunctioning, and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide