Article ID : 00246575 / Last Modified : 02/17/2021

Sound cuts out or noise occurs while playing music

    The WF-1000XM3 headphones use a left and right simultaneous Bluetooth® transmission method. This means the Bluetooth connection stability is improved compared to more conventional headphones. However, sound may be intermittent, or no sound may come out at all under the following situations:

    • When you are in an unstable environment such as in an airport, rail station, or train and your headset is close to the other wireless audio devices
    • When the headset is in an environment with a lot of Wi-Fi® signals, microwaves, cell phones, or other devices using Wi-Fi

    Follow these troubleshooting steps to resolve the sound issues:

    • For WF-1000XM3 only:
      Updating the headset software o the latest version may resolve the issue. You can update the headset software by using the Sony | Headphones Connect app. For details, see the product page of the headset on the Sony Support website.
    • Reconnect your headphones to the Bluetooth® device.
      1. Insert your headphones in the charging case and then close the lid.
      2. Remove your headphones from the charging case and then reconnect with the Bluetooth device.
    • Set the Sound quality mode to Priority on stable connection.
      1. Launch the Sony | Headphones Connect app.
      2. Set the Sound quality mode to Priority on stable connection.
    • For WF-XB700 only
      If your Bluetooth device is a Walkman or Android smartphone, set the sound quality mode to Priority on stable connection mode. If you can select the audio codec on your Bluetooth device, first try to set it to AAC, and if that is not available, then set it to SBC.


      • The headset does not support the use of the Sony | Headphones Connect app, so you cannot use that app to set the sound quality mode.
      • Depending on the Bluetooth device, you may not be able to change the settings. Refer to the Bluetooth device manual for details on how to change the settings.

    • Because sound may cut out if there's wireless interference, turn off other nearby wireless devices.
    • The human body can block the antenna of the Bluetooth device and create an obstacle for Bluetooth transmission, causing sound to cut out. To avoid this, bring your headphones closer to your Bluetooth device.
    • Quit all apps you aren't using and then re-start the Bluetooth device.
    • When you are listening to music using your computer and the sound cuts out, close all unnecessary applications and windows, and then restart your computer.
    • Update the software of the Bluetooth device. Check the support page for how to update your Bluetooth device.

    Digital Music Player

    Model NameSoftware Version
    DMP-Z11.02 or higher


    Model NameSoftware Version
    3.02 or higher
    2.02 or higher
    1.02 or higher