Sony SupportINZONE H9 / WH-G900N

Article ID : 00282007 / Last Modified : 10/26/2023Print

While on a phone call or voice chat, I can't hear the other party's voice or they can't hear mine (INZONE)

    Follow these steps to troubleshoot the issue:

    1. Select the headphones model:
    2. Select your situation:
      • The game console (computer or PlayStation®5) is connected to the headphones using the USB transceiver
      • Go to step 4.
      • The smartphone or any Bluetooth® enable device is connected to the headphones.
      • Go to step 3.
    3. Perform the following steps on the connected device:
      1. Turn up the volume setting on the Bluetooth device.
      2. If the issue still occurs, disconnect the Bluetooth connection with the headphones, and then connect them again.
      • The issue is resolved
      • The Bluetooth connection may have been temporarily unstable.
      • The issue is not resolved
      • Go to step 15.
    4. Disconnect the USB transceiver, and connect it firmly.

      Notes:

      • The issue is resolved
      • The connection between the headphones and the USB transceiver may have been temporarily unstable.
      • The issue is not resolved
    5. Disconnect the 4-pole mini plug from the USB transceiver and connect it firmly.

      Notes:

      • For the INZONE H3 only: If you are using a computer, disconnect and reconnect the plug between the USB audio box and the computer, as well as the audio box and the headphones. Connect the USB audio box directly to the computer, not using a USB hub.
      • If you are using the PlayStation 5, connect the headphones directly to a controller. Connecting the headphones via a USB audio box is not guaranteed.
      • For details on how to connect the headphones, refer to the Help Guide.
      • The issue is resolved
      • The issue was caused by the connection with the computer or PlayStation 5.
      • The issue is not resolved
      • Go to step 7.
    6. Disconnect the Bluetooth pairing with any device you are not using for the call or chat.

      Note: Use the Bluetooth device to end the Bluetooth connection with the headphones. A notification sound indicates the disconnection.

      • The issue is resolved
      • When using a wireless 2.4 GHz connection with a computer or PlayStation 5 and a Bluetooth connection at the same time, the microphone input of the headphones is used for a call or chat with the connected device via Bluetooth, and you can't chat on the computer or PlayStation 5.
      • The issue is not resolved
      • Go to step 7.
    7. Check the settings of the gaming or calling application.

      Note: For details on the settings refer to the manual of the support site of each application.

      • Check the sound output and input settings for the voice chat.

      • If you use the Push to Talk settings on the application, unmute the boom microphone before starting the call or chat.
      • The issue is resolved
      • The issue may have been caused by the setting of the application.
      • The issue is not resolved
        • If you are connecting the headphones with a computer and you can't hear the other person's voice, go to step 8.
        • If you are connecting the headphones with a PlayStation 5 and can't hear the other person's voice, go to step 10.
        • If the other person can't hear your voice, go to step 12.
    8. Set the Output settings of the computer to INZONE H9 / INZONE H7 / INZONE H5 - Game or INZONE H3.

      Note: The following procedure uses a computer running Microsoft® Windows® 10 OS. The menu items displayed on the computer may vary depending on the OS version.

      Note: Depending on the application, you may not hear the other person's voice if you use the app to switch the setting during the conversation.

      • The issue is resolved
      • The issue was caused by the computer sound output settings.
      • The issue is not resolved
      • Go to step 9.
    9. Adjust the volume on the computer.

      Left-click the Speaker icon on the computer to turn up the volume and check if the issue is resolved.

      • The issue is resolved
      • The issue was caused by the Master Volume setting.
      • The issue is not resolved
      • Go to step 10.
    10. Turn up the volume on the headphones' VOL (volume) /+ dial.

      You can turn up the volume by turning the VOL (volume) /+ to the + side.

      • The issue is resolved
      • The volume settings caused the issue..
      • The issue is not resolved
    11. Adjust the volume balance between game and chat.

      You can use the GAME/CHAT (game/chat balance) button or INZONE Hub software.

      Hint: How to use the GAME/CHAT (game/chat balance) button on the headphones:

      • When you press the CHAT button, the game sound will be quieter, and the voice chat sound will be easier to hear.
      • When you press the GAME button, the voice chat sound will be quieter, and the game sound will be easier to hear.
      Note: The GAME/CHAT (game/chat balance) button is only effective for adjusting the volume balance of the game console connected via the USB transceiver. The volume balance with a Bluetooth device can't be adjusted.
      • The issue is resolved
      • The volume balance caused the issue.
      • The issue is not resolved
      • Go to step 14.
    12. Adjust the microphone level of the computer or PlayStation 5.
      • Windows computer
        Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.
        1. On the Start menu, open Settings.
        2. Select System → Sound.
        3. On the Recording tab, select INZONE H9 / INZONE H7 /INZONE H5- Chat or INZONE H3 according to your model and click the Properties button.
        4. Select the Level tab, and slide the bar to adjust the level.
      • PlayStation 5
        1. On the Control Center screen, select Microphone.
        2. Select Adjust Microphone Level → Microphone Level, and slide the bar to adjust the level.
      • The issue is resolved
      • The issue was caused by the microphone setting.
      • The issue is not resolved
        • If you are connecting the headphones with a computer, go to step 13.
        • If you are connecting the headphones with a PlayStation 5, go to step 14.
    13. Set the microphone setting to INZONE H9 / INZONE H7 /INZONE H5- Chat or INZONE H3 according to your model.

      Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      • The issue is resolved
      • The issue was caused by the microphone level setting.
      • The issue is not resolved
    14. Try pairing again the headphones and the USB transceiver.

      Follow these steps to perform pairing again with the USB transceiver:

      • The issue is resolved
      • The issue was caused by the connection between the headphones and the USB transceiver.
      • The issue is not resolved
      • Go to step 15.
    15. Close the gaming app, and restart it.
      • The issue is resolved
      • The issue was caused by a temporary malfunction of the gaming app.
      • The issue is not resolved
      • Go to step 16.
    16. Restart the connected device.
      • The issue is resolved
      • The issue was caused by a temporary malfunction of the connected device.
      • The issue is not resolved
    17. Reset the headphones.

      Note: The Bluetooth pairing information and other settings are retained after the reset.

      • The issue is resolved
      • The issue was caused by a temporary malfunction of the headphones.
      • The issue is not resolved
      • Go to step 18.
    18. Initialize the headphones.

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

      • The issue is resolved
      • The issue was caused by a temporary malfunction of the headphones.
      • The issue is not resolved
      • The headphones may be malfunctioning and require repair.  Go to Product Repair.