Article ID : 00300342 / Last Modified : 09/26/2023Print

There is no sound, or sound is only heard from one side of the headphones (WF-1000XM5)

    Follow these steps to troubleshoot the issue:

    Before you start

    Turn up the volume on the connected device.

    Solution

    1. Select your issue:
      I can't hear sound when playing music.

      Go to step 2.
      I can't hear the other person talking while on a phone call.

      Check the article While on a phone call I cannot hear the other party's voice or they cannot hear mine.
      I can't hear any notification sound or voice guidance after removing the headphones from the charging case.

      Check the article The headphones do not turn on.
    2. Pause the music, wait for about 10 seconds, and play the music again.
      I can hear sound from the earbuds.
      The Bluetooth® connection may have been temporarily unstable.
      I can't hear sound from the earbuds.
      Go to the next troubleshooting step.
    3. Turn off and on the headphones.

      Place the earbuds in the charging case, close the lid, wait for a few seconds, and then wear them again.

      I hear the sound from the earbuds.
      The issue may be caused by a temporary malfunction of the headphones.
      I can't hear sound from the earbuds.
      Go to the next troubleshooting step.
    4. Check if the headphones are worn properly.

      If the earbuds are not worn properly, the headphones can't detect the condition in which the earbuds are being worn and will cause the issue. For details, refer to the article How to wear the earbud headphones and select the right size earbud tips.

      I can hear sound from the earbuds.
      The issue may be caused by the wearing conditions.
      I can't hear sound from the earbuds.
      Go to the next troubleshooting step.
    5. Perform the following steps, and check if you can hear sound from the earbuds:

      1. Charge the earbuds.
        Note: Use the USB Type-C® cable that is supplied with the product. Charging may not be possible with a commercially available cable.
      2. Reset (restart) the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once and turn it on again.
      3. Delete the Bluetooth device information of your playback device.
        Refer to the How to delete the Bluetooth device information of your playback device article.
      4. Pair the devices again.
        Refer to the appropriate article:
      I hear the sound from the earbuds.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      I can't hear sound from the earbuds.
      Go to the next troubleshooting step.
    6. If the earbuds are connected to a computer, check the following settings:

      For Microsoft® Windows® 11 OS:

      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.

      For 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.
      5. Select OK to close the setting screen.
      The issue is resolved
      The issue may have been caused by the computer settings.
      The issue is not resolved
      Go to the next troubleshooting step.
    7. Reset the earbuds.

      Watch this video or refer to the Resetting the headset 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.
    8. Initialize the earbuds.

      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 headset to restore factory settings 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 service may be required.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide