There is no sound or the earbud doesn't work when using one earbud by itself

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

The following issues may occur due to specific settings in the Sony | Headphones Connect app.

• There is no sound when using only one earbud (headphones).
• The headphones disconnect when putting one side back in the charging case.
• The Google Assistant or Amazon Alexa™ feature doesn't work when using only one earbud.
• The Touch Sensor Control doesn't work when using only one earbud.

Note: Due to changes Google made to the Google Assistant feature on December 7, 2021, linking headphones to the Google Assistant app for iOS will not be available.

Steps to troubleshoot the issue

The steps may differ depending on your model. If you need model specific information to complete any step, refer to your product manuals .

1. Disable the Pauses when headphones are taken off feature.
   
   Note: If this feature is enabled while you are using both earbuds at the same time and you remove one earbud, the remaining earbud will Pause. In this case, you will need to press Play to resume.
   1. Open the Sony | Headphones Connect app and tap the System tab.
   2. Scroll down to Pauses when headphones are taken off and tap the toggle switch next to it to disable the feature.
2. Check that the touch sensor on the earbud you want to use by itself is set up to support the use of one earbud at a time. The steps will vary depending on your model. Select your model for more information.
   
   Notes:

   • If Google Assistant or Amazon Alexa is enabled, you must use the side set up (assigned) with the Google Assistant or Amazon Alexa function. The other side will not work alone.
   • For the LinkBuds and LinkBuds UC only: When the Service Link feature is turned On in the Sony | Headphones Connect app, only the Right side can be used by itself. You can't use only the Left side by itself.

   LinkBuds S (WF-LS900N) or WF-1000XM4

   Overview of how the Voice Assistant function works with each earbud:

   • If you select the Voice Assist Function of Mobile Device setting, either side of the earbuds can be used by itself.
   • If you select the Google Assistant or Amazon Alexa setting, only the earbud with the Touch Sensor function set to Playback control can be used by itself.
     
     Note: In the default settings, Playback control is set to the Right side. When you assign Playback control to both sides, full functionality is only available on the Right side. This also applies when you tap the pop-up notification which recommends either function. If you unintentionally tapped the notifications and you want to cancel using these features, change the Playback Control assignment to the side you want to use by itself.
   • If you select, Do not use either side of the earbuds can be used by themselves.

   Follow the steps according to how you you want to use the earbuds:

   I want to use only one side of the earbuds (only the Left or only the Right)

   Check that the earbud you want to use by itself is set to Playback control.

   1. In the System tab, tap (settings) next to the Change the touch sensor function menu.
      
   2. Select the side you want to use by itself, either L (Left) or R (Right), and set the Function to Playback control.
      

   I want to alternate using either earbud by itself (sometimes use only the Left and sometimes use only the Right)

   Set the Voice Assistant function to Voice Assist Function of Mobile Device or Do not use.

   1. In the System tab, tap (down arrow) next to the Voice Assistant menu.
   2. Tap Voice Assist Function of Mobile Device or Do not use
      

   LinkBuds UC, LinkBuds (WF-L900), WF-1000XM3, WF-H800, or WF-SP800N

   If you use the Google Assistant or Amazon Alexa function, you can only set it to the left (L) or right (R) side. These models do not support using the function on both sides simultaneously.

   If you want to use only one earbud while using Google Assistant or Amazon Alexa, you must use the side setup (assigned) with the Google Assistant or Amazon Alexa function. The other side will not work alone.

   If you aren't using the Google Assistant function, you can remove the earbud you want to use from the charging case and use it by itself.

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