Sony SupportMDR-MV1

Article ID : 00278473 / Last Modified : 12/09/2022Print

While on a phone call, I can’t hear the other person talking, or they can’t hear me (LinkBuds)

    Follow these steps to troubleshoot this issue:

    1. Select your issue details:
      I cannot hear the other party's voice when the headphones are connected via Bluetooth
      Go to step 2
      The other party cannot hear my voice when the headphones are connected via Bluetooth
      Go to step 5.
      The issue occurs when the headphones are connected using the USB transceiver (For LinkBuds UC only)
      Go to step 4
    2. Perform the following steps on the device connected to your LinkBuds
      1. Check the Bluetooth® settings to make sure that the LinkBuds are connected via Bluetooth
        Note: If needed, refer to the appropriate page to establish a Bluetooth connection:
      2. Check the Speaker settings on the connected device:
        Note: The followings are examples using the LinkBuds. The settings menu items may vary depending on the connected device.
        • For Android: While you are talking, tap the Speaker or Bluetooth icon, and then select LinkBuds Hands-Free.
        • For iPhones: While you are talking, tap the Audio icon, and then select LinkBuds 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 (LinkBuds Hands-Free) from the Speaker setting
      3. Turn up the volume.
        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 Microsoft® Windows computer, go to step 3.
      • For all other devices, go to step 7.

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

      For phones with Android 10 or later:
      1. Open the Settings menu on your smartphone.
      2. Select Connected devices.
      3. To the right of the model name, tap the Settings icon.
      4. Set the Call setting to ON.
      For Windows OS computers:
      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 may vary by device.
      The issue is resolved
      The issue may have been caused by the Bluetooth device settings.
      The issue is not resolved
      Go to step 7.

    4. Check the following on the computer:

      1. Disconnect the USB transceiver, and reconnect it.
        Note: Connect the USB transceiver directly to the computer, not using a USB hub.
      2. Only when the other party's voice can't be heard:
        Make sure the audio output on the computer is set to LinkBuds UC via USB Transceiver.
      The issue is resolved
      The issue may have been caused by the USB transceiver settings or a temporary malfunction.
      The issue is not resolved
      Go to step 5.
    5. Make sure that the headphones are properly attached to the ear: For details on how to wear the headphones, or how to find the best ear fitting supporters and replace them, visit the Help Guide or view the following video:
      The issue is resolved
      The issue may have been caused by the way attaching the headphones.
      The issue is not resolved
      Go to step 6.
    6. 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.
      2. If the issue is not resolved, reset (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 7.

    7. Reset the LinkBuds.

      Watch this video or refer to the Resetting the LinkBuds or LinkBuds UC page for instructions:

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the Linkbuds.
      The issue is not resolved
      Go to the next troubleshooting step.

    8. Initialize the LinkBuds.
      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:

      Watch this video or refer to the Initializing the LinkBuds to restore factory settings or Initializing the LinkBuds UC to restore factory settings

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the Linkbuds.
      The issue is not resolved
      Go to the next troubleshooting step.
      • If you have a different smartphone, Walkman, computer, 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. Consult a manufacturer of the device or application.
        The issue is not resolved
        Turn off other wireless devices or move away from them because wireless interference can cause problems. If the issue is still not resolved, the headphones may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide