Sony SupportWF-1000XM5

Article ID : 00272710 / Last Modified : 22/05/2022Print

While on a phone call I cannot hear the other party's voice or they cannot hear mine. (WF-C500)

    Follow these steps to troubleshoot this issue:

    1. Select your issue details:
      I cannot hear the other party's voice

      Go to step 2.
      The other party cannot hear my voice

      Go to step 4.
    2. Check the following on the connected device:
      1. Make sure that the headphones are connected via Bluetooth.
        Note: If a Bluetooth connection is not established, refer to the appropriate article:
      2. Check the Speaker settings on the connected device:
        • For Android: While you are talking, tap the Speaker or Bluetooth icon, and then select WF-C500 Hands-Free.
        • For iPhones: While you are talking, tap the Audio icon, and then select WF-C500 Hands-Free.
        • For Computers: While you are talking, right-click the Speaker icon at the right side of the computer screen, select Open Sound settings, and then select Headset (WF-C500 Hands-Free) from the Speaker setting.
        Note: The settings menu items may vary depending on the connected device.
      3. Turn up the volume on the connected device.
        Note: Make sure that the speaker is not muted on the connected device.
      4. Restart the connected device.
        Note: If the connected device is temporarily unstable, the restart may resolve the issue.
      The issue is resolved
      The issue may have been caused by the Bluetooth device settings or a temporary malfunction.
      The issue is not resolved
      • If the connected device is Android 10 or later, or a Windows computer, go to step 3.
      • For all other devices, go to step 5.

    3. If the connected device is Android 10 or later, or a Windows computer, check the following setting:

      For Android 10 or later:
      1. Open the Settings menu on your smartphone.
      2. Select Connected devices.
      3. To the right of the headphones model name, tap the Settings icon.
      4. Set the Call setting to ON.
      For Windows computer:
      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 the connected headphones, and click Set Default.
      Note: The settings menu items may vary depending on the connected device.
      The issue is resolved
      The issue may have been caused by the Bluetooth device settings.
      The issue is not resolved
      Go to step 5.
    4. Check the following on the headphones or connected device:
      1. Set the headphones in the charging case, close the lid, wait for a few seconds, and then remove the headphones again. This will restart the headphones.
      2. Restart the connected device.
        Note: If the connected device is temporarily unstable, the restart may resolve the issue.
      3. Try speaking louder as the ambient sound may prevent your voice from being heard.
      The issue is resolved
      The issue may have been 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.

      Visit the Help Guide or view the How to reset video:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      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.

    6. Initialize the headphones.
      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      Visit the Help Guide or view the How to initialize video:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      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.
    7. If you have a different smartphone, Walkman, or another device, try to perform a Bluetooth pairing with the headphones and one of these other devices:
      The issue is resolved
      The connected device or application may be the cause. Use a different device or application, or consult a manufacturer of the device or application.
      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 service may be required.

    Go to the Headphones Troubleshooting Guide