Sony SupportWH-1000XM4

Article ID : 00280189 / Last Modified : 16/05/2023Print

Unwanted noise is heard from the headphones. (LinkBuds S)

    Follow these steps to troubleshoot unwanted noise:
    1. Select the situation when noise is heard:
      Noise is heard when the headphones are exposed to wind

      To reduce the wind noise, turn Off the Noise Canceling or Ambient Sound Control. Go to step 4.
      Noise is heard while walking or running

      When the Noise Canceling or Ambient Sound Control is On, the vibration of walking or running may be transmitted from your body and cause noise. To avoid this, turn Off the Noise Canceling or Ambient Sound Control. Go to step 4.
      A rustling noise is heard when I move my body or head

      The headphones' microphone and your ear may be in contact with each other. Check the way the headphones are worn. Go to step 3.
      White noise (a small electrical noise with continuous static sound) is heard
      Noise is heard when I push the headphones into my ears, or when I tap the touch sensor strongly

      This temporary noise can happen because of the Noise Canceling or Ambient Sound Control function and air-tightness of the headphones. This is normal, and not a malfunction.
      An echo is heard when I cover the headphones or built-in microphone with my hand

      An echo in this situation is normal and not a malfunction.
      Noise is heard when the surrounding ambient noise is loud, such as when I am in a station or near a construction site.

      When the Ambient Sound Control is On, the surrounding noises can be easily heard. Turn on the Noise Canceling function, or turn off the Ambient Sound Control function.
      Noise is heard while talking on the phone

      Go to step 2.
      None of the conditions listed

      If you hear your heartbeat or breathing, or if noise occurs when you change your posture such as moving your neck, this is normal and not a malfunction.
      For other noises, go to step 7.
    2. If noise is heard during a phone call, select the appropriate situation:
      The noise occurs in my voice
      Go to step 3.
      The noise occurs in the other person's voice
      Go to step 8.
    3. Fit the headphones to your ears firmly.

      If the earbuds are not worn properly, do not fit your ears, or the air-tightness is insufficient, the phone call quality may decrease. To maintain quality, consider these factors:

      • Make sure that headphones are worn properly
      • Select the earbuds that best fit your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Headphones Connect app
      • Make sure that the headphones' microphone and your ear are not in contact with each other.
      For additional details, refer to the How to wear the headphones properly and select the most suitable earbud tips article.
      The issue is resolved
      The size or fitting conditions may have affected the Noise Canceling function.
      The issue is not resolved
      • If a rustling noise is heard when I move my body or head, go to step 4.
      • If noise is heard while talking on the phone, go to step 5.
    4. Turn off the Noise Canceling function or the Ambient Sound Mode.
      1. Turn off the Adaptive Sound Control.
        1. On the Status tab, select (right arrow) on the right side of the Adaptive Sound Control menu.
        2. Turn off the Adaptive Sound Control.
      2. On the Sound tab, tap the (down arrow) button on the right side of the Ambient Sound Control menu, and select OFF.
      The issue is resolved
      The issue may have occurred because of the conditions where the headphones detected the ambient noise. The noise may also occur when you are in a place that uses devices that generate ultrasonic waves to deter or eliminate rodents and pests. If you are bothered by these noises, turn off the Noise Canceling and Ambient Sound Mode functions.
      The issue is not resolved
      Go to step 8.
    5. Try speaking louder.
      The issue is resolved
      The noise reduction function may have been the cause. When you speak quietly, the headphones may detect your voice as noise.
      The issue is not resolved
      Go to step 6.
    6. Use the headphones in a quieter place.
      The issue is resolved
      The ambient sound may have been the cause.
      The issue is not resolved
      Go to step 8.

    7. Turn off the Adaptive Sound Control function.

      When the Adaptive Sound Control is On, the notification sound (beep) tells you when the Noise Canceling or Ambient Sound Control setting changes. This may make you feel that the sound from the headphones is interrupted.
      Note: To disable the notification sound, open the Sony | Headphones Connect app and, in the Adaptive Sound Control screen, turn off Notification Tone When Switching.

      Follow these steps to turn off the Adaptive Sound Control function:

      1. On the Status tab, select (right arrow) on the right side of the Adaptive Sound Control menu.
      2. Turn off the Adaptive Sound Control.
      The issue is resolved
      The headphones settings were the cause of the issue.
      The issue is not resolved
      Go to step 8.
    8. Try the following procedure:
      1. Set the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear the headphones again.
      2. Restart the connected device.
      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.

    9. Reset the headphones.

      Refer to 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.

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

      Refer to 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
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide