Sony SupportWF-1000XM4

Article ID : 00278130 / Last Modified : 12/12/2022Print

There is no sound, or sound is only heard from one side of the headphones (LinkBuds, LinkBuds UC)

    Follow these steps to troubleshoot this issue:

    Before you start

    • Turn up the volume on the connected device.
    • If you are using the LinkBuds UC and connect to a computer using the USB transceiver, disconnect the USB transceiver, and reconnect it.
      Note: If the computer has a USB port, connect the USB transceiver directly to the computer, not using a USB hub.

      Solution

      1. Select your problem:
      2. Pause the music, wait for about 10 seconds, and play the music again.
        • I hear sound from the LinkBuds.
        • The Bluetooth® connection may have been temporarily unstable.
        • I can't hear sound from the LinkBuds.
        • Go to the next troubleshooting step.
      3. Place the LinkBuds in the charging case, close the lid, wait for about 10 seconds, and then wear them again.
        • I hear sound from the LinkBuds.
        • The issue may have been caused by a temporary malfunction of the LinkBuds.
        • I can't hear sound from the Linkbuds.
        • If you are using the LinkBuds, Go to step 4. If you are using the LinkBuds UC, Go to step 7.
      4. Select your problem:
        • I hear sound from only one side of the LinkBuds.

        • Go to step 5.
        • I can't hear sound from either side of the LinkBuds.

        • 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 tap operation function or Voice Assistant function according to the way you use the LinkBuds:

        If you use the Google Assistant or Amazon Alexa feature, you can only use the side of the LinkBuds that Google Assistant or Amazon Alexa is assigned. If you want to use the other side of the LinkBuds by iteself, in the Sony | Headphones Connect app, assign Google Assistant or Amazon Alexa to the side (L or R) you want to use.
        Note: When the Service Link feature is turned on, only the Right side can be used by itself.

        • If you want to use a dedicated side of the LinkBuds by itself (only the Left or only the Right): Set the tap operation function of the desired side to Google Assistant or Amazon Alexa:
          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 Google Assistant or Amazon Alexa.
        • If you want to alternate using either side by itself (sometimes use only the Left and sometimes use only the Right): Set the tap operation function menu to other than Voice Assist Function, Google Assistant, or Amazon Alexa:
          1. Open the Sony | Headphones Connect app.
          2. In the System tab, under the Change the tap operation function menu, tap (settings).
          3. Select a tap operation function other than Voice Assist Function, Google Assistant, or Amazon Alexa for the Left and Right side.
        • I hear sound from the LinkBuds.
        • The settings were the cause of the issue.
        • I can't hear sound from the LinkBuds.
        • Go to step 7.
      7. Perform the following steps on the LinkBuds and connected device, and check if you can hear sound from the LinkBuds:
        1. Charge the LinkBuds.
          Note: Use the supplied USB Type-C™ cable. A commercially-available cable may not work.
        2. Restart the connected device.
        3. Delete the Bluetooth device information of your connected device.
          Refer to the How to delete the Bluetooth information of a device article for instructions.
        4. Pair the devices again.
          Refer to the appropriate article:
        • I hear sound from the LinkBuds.
        • The issue was caused by the device settings or a temporary malfunction.
        • I can't hear sound from the LinkBuds.
        • Go to the next troubleshooting step.
      8. If the LinkBuds are connected to a computer, check the following settings:
        • Windows 11
          1. Open the Start menu and select Settings.
          2. Select System.
          3. Select Sound.
          4. Scroll down to the Advanced menu and select More sound settings.
          5. In the Playback tab, select Headphones, and click Set as Default Device.
        • Windows 10
          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-L900 LinkBuds in the list, click Set Default, and then click OK.
        • The issue is resolved
        • The issue was caused by the device settings.
        • The issue isn't resolved
        • Go to the next troubleshooting step.
      9. Reset the LinkBuds.

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

        • The issue is resolved
        • The issue may have been caused by a temporary malfunction of the LinkBuds.
        • The issue isn't resolved
        • Go to the next troubleshooting step.
      10. Initialize the LinkBuds.
        Note: Initialization returns the LinkBuds to the factory settings and all Bluetooth pairing information is deleted.

        Watch this video or refer to the Initializing the LinkBuds to restore factory settings or Initializing the LinkBuds UC to restore factory settings page for instructions:

        • The issue is resolved
        • The issue may have been caused by a temporary malfunction of the Linkbuds.
        • The issue isn't resolved
        • The LinkBuds may be malfunctioning, and require repair.  Go to Product Repair. 

      Go to the Headphones Troubleshooting Guide