There is no sound, or sound is only heard from one earbud (WF-1000XM4)

Before you start

• If foreign substances (such as earwax) build up in the earbuds, no sound may come out or the volume may seem lower than usual. Regular cleaning can prevent these issues. For details, refer to the How to care for the WF-1000XM4 earbud headphones article.
• Turn up the volume on the connected device.
  

Solution

1. Select your problem:
   • I can't hear sound when playing music.
   • 
     Go to step 2.
   • I can't hear the other person talking while on a phone call.
   • 
     Check the While on a phone call, I can't hear the other person talking, or they can't hear me article.
2. Pause the music, wait for about 10 seconds, and play the music again.
   • I can hear sound from the earbuds.
   • The Bluetooth® connection may have been temporarily unstable.
   • I can't hear sound from the earbuds.
   • Go to step 3.
3. Place the earbuds in the charging case, close the lid, wait for about 10 seconds, and then wear them again.
   
   • I can hear sound from the earbuds.
   • The issue may have been caused by a temporary malfunction of the earbuds.
   • I can't hear sound from the earbuds.
   • Go to step 4.
4. Select your problem:
   • I hear sound from only one side of the earbuds.
   • 
     Go to step 5.
   • I can't hear sound from either side of the earbuds.
   • 
     Go to step 7.
5. Check if Google Assistant or Amazon Alexa™ is enabled.
   • Google Assistant or Amazon Alexa is enabled.
   • Go to step 6.
   • These functions are disabled, or I don't know whether they are.
   • Go to step 7.
6. Check the touch sensor control function or Voice Assistant function according to the way you use the headphones:

   When Google Assistant or Amazon Alexa is enabled, only the side with the touch sensor control function set to Playback control can be used by itself.

   • If you want to use a dedicated side of the earbuds by itself (only the Left or only the Right): Set the touch sensor control function of the desired side to Playback control. Follow these steps to set the touch sensor control function to Playback control:
     1. Open the Sony | Headphones Connect app.
     2. In the System tab,under the Change the tap operation function menu, tap (settings).
        
     3. Select the side you want to use by itself, either L (Left) or R (Right), and set the Function to Playback control.
        
     Note: When you assign Playback control to both sides, full functionality is only available on the Right side.

   • If you want to alternate using either side 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. With this setting, either side of the earbuds can be used by itself.
     1. Open the Sony | Headphones Connect app.
     2. Tap (down arrow) at the right side of the Voice Assistant menu.
     3. Tap Voice Assist Function of Mobile Device.
        
   • I hear sound from the earbuds.
   • The issue was caused by the settings.
   • I can't hear sound from the earbuds.
   • Go to step 7.
7. Perform the following steps on the earbuds and connected device, and check if you can hear sound from the headphones:
   1. Initialize the earbuds.
      IMPORTANT: After initialization, the earbuds will return to the factory settings and all Bluetooth pairing information will be deleted.

      Watch this video or refer to the Initializing the headphones to restore factory settings page for instructions.
      

   2. Restart the connected device.
   3. Delete the Bluetooth device information of your playback device.
      Refer to the How to delete the Bluetooth information of a device article.
   4. Pair the devices again.
      Refer to the appropriate article:
      • For Android™ phones: Pairing and connecting with an Android smartphone
      • For iPhone® phones: Pairing and connecting with an iPhone
      • For other devices: How to pair Bluetooth headphones with another device
   • I hear sound from the earbuds.
   • The issue was caused by the device settings or a temporary malfunction.
   • I can't hear sound from the earbuds.
   • Go to step 8.
8. If the earbuds are connected to a computer, check the following settings:
   1. On the computer task bar, right-click the Speaker icon, and click Open Sound settings.
   2. Under Related Settings, select Sound Control Panel.
   3. Select the Playback tab to show the playback device list.
   4. Select the connected WF-1000XM4 earbuds in the list, click Set Default, and then click OK.
   • The issue is resolved
   • The issue was caused by the device settings.
   • The issue is not resolved
   • The earbuds may be malfunctioning, and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide