Article ID : 00260621 / Last Modified : 04/06/2021

Voice (my own or the other party) is muffled when I connect the WH-1000XM4 headphones to a Windows 8.1 computer and make a call

    This occurs because the Microsoft® Windows® 8.1 operating system doesn't support HD Voice.

    If the customer asks if connecting the supplied headphone cable to the headphones and computer is better or will avoid this issue, explain that the following situations may occur if the cable is connected:

    • It will disable the microphone on the headphones, but you will still hear the other party's voice. Because of this, you will need to use the computer's built-in microphone or an external microphone.
    • The computer's built-in microphone may pick up ambient sounds or the sound of typing on the keyboard or the ambient sound. This may make it difficult to clearly transmit your voice to the other party.
    • If the Speak-to-Chat function is enabled, the other party's voice will not be heard from the headphones. To disable the Speak-to-Chat function, hold two fingers on the touch sensor control panel until you hear the voice guidance say "Speak-to-chat deactivated".