No sound is heard from one or both sides of the wireless headset (WF-1000XM3)

If there is no sound, or a sound is only heard from only one side of the headset, follow these steps:

NOTE: If this issue occurs when connected to a Windows 10 computer, updating the software to version 1.3.0 or later may resolve the issue. Visit the model page on the Sony Support website for additional details and to use the Sony | Headphones Connect app to get the update.

• Place the headset in the charging case and close the lid.
  Once the lid is closed, wait a few seconds, then remove them and make a Bluetooth connection to the desired device.
• Reset the headset.
  1. Place the headset in the charging case, leave the lid of the charging case open, then hold your finger to the touch sensor on the left unit for about 20 seconds.
     
     

  2. Release your finger when the indicator (red) of the headset turns off after flashing.
     NOTES: 

     • If the indicator (red) did not flash in Step 1, you may need to hold your finger to the touch sensor on the left side of the headset for about 30 seconds.
     • You may be able to continue even if the indicator (red) does not flash.

  3. Hold your finger to the touch sensor on the right unit for about 20 seconds.
     

  4. Release your finger when the indicator (red) of the headset turns off after flashing.
     NOTES: 

     • If the indicator (red) did not flash in Step 3, you may need to hold your finger to the touch sensor on the right side of the headset for about 30 seconds.
     • You may be able to continue even if the indicator (red) does not flash.

  5. Check to see if the issue is resolved after resetting.
     NOTE: The indicator (red) light may be lit after the reset is finished.

  NOTES:
  • Device registration (pairing) information and other settings will be retained. 
  • You can also refer to our video tutorial on how to reset the headset.
    

    Tutorial:
    Learn how to turn captions on or off when watching Internet videos from YouTube

• Turn up the volume of the connected device.
  NOTE: You cannot adjust the volume with the headset.
• If using an app with the connected mobile device and no sound is heard, check with another app.
• Check if the Bluetooth connection is established with the device you are connecting to.
• Check that the connected device is playing music.
• Charge the headset.
  NOTES:
  • When charging, set the headset in the charging case and close the lid.
  • Connect the charging case to an AC outlet or computer using the supplied USB Type-C cable.
• Initialize the headset.
  1. Place the headset in the charging case, leave the lid of the charging case open, then hold your fingers to the touch sensors on both the left and right units for about 10 seconds. 
  2. Release your fingers when the indicators (red) of the headset start flashing.
  3. The indicators (blue) flash 4 times, and the headset is initialized. 
  4. Delete the pairing information for the headset from the device and then pair them again.
  5. Check to see if the issue is resolved.
  NOTES: 
  • This operation resets the headset to the factory settings and deletes all pairing information.
  • You can also refer to our video tutorial on how to initialize the headset.
    

    Tutorial:
    Learn how to turn captions on or off when watching Internet videos from YouTube

  • If you are using only one unit (Right or Left side) of the headset please visit: No sound is output or the headset doesn't work when using only one side of the headset.