When I remove my headphones, music does not play or pause automatically, or the touch controls do not work

Select the issue that best matches your situation and follow the corresponding troubleshooting steps.

When I remove my headphones, the music does not pause automatically

Check the settings

1. Open the Sony | Sound Connect app.
2. Select All device settings → Controls.
3. Make sure Pauses when the headphones are taken off is set to ON.

Keep in mind

• Depending on the humidity inside the ear pads when you remove the headphones, wearing detection may respond slowly or may not detect that the headphones have been removed. This is normal and does not indicate a malfunction. If this happens, use the connected device to pause playback.
• Some music apps do not support automatic playback control. If this happens, use the controls in your music app to pause playback.
• The wearing detection function is unavailable while the supplied headphone cable is connected.

The touch controls do not work

Check the settings

1. Open the Sony | Sound Connect app.
2. Select All device settings → Controls.
3. Make sure Touch sensor control panel is set to ON.

Make sure you're using the headphones correctly

• Wear the headphones before using the touch controls. The touch sensor control panel does not work when the headphones are not being worn.
• Use the flat surface of your fingertip. Fingernails or gloves may prevent the touch sensor from responding correctly.
• Make sure hats, scarves, hair, or other objects are not preventing the headphones from detecting that they are being worn. Position the ear pads fully over your ears.

Keep in mind

• Some apps do not support touch control functions. If this happens, use the controls in your music app instead.
• When using the supplied headphone cable, only Quick Attention Mode and Speak-to-Chat are available (with the headphones turned on). Playback controls and volume adjustment are unavailable.

If the issue persists

1. Disable Automatic Power Off:
   • Open the Sony | Sound Connect app.
   • Select All device settings → Power/Battery.
   • Set Automatic Power Off to Do not turn off.
2. Reset the headphones.
3. If the issue still occurs, initialize the headphones.

Note: Resetting the headphones does not delete the Bluetooth pairing information. Initializing the headphones restores the factory settings and deletes all Bluetooth pairing information.