Article ID : 00276343 / Last Modified : 18/04/2022

Music suddenly stops playing or the headphones are not operating as expected.

    Follow these steps to troubleshoot the issue:

    1. Disable the Wide Area Tap function:
      1. Open the Sony | Headphones Connect app.
      2. Select the System tab.
      3. Disable the Wide Area Tap function.
      The issue is resolved
      Coughing, sneezing, and attaching or removing accessories or glasses may all be misinterpreted as a tap, causing the headphones to react as if they were Wide Area Tap actions.
      The issue is not resolved
      Go to the next troubleshooting step.
    2. Make sure that the ear fitting supporters are properly attached to the headphones, and the headphones are properly attached to the ears.
      Note: If the ear fitting supporters are not properly attached, the Wide Area Tap function may not work properly. Align the protruding part of the headphones with the cutout on the fitting supporter (A). Make sure to insert the fitting supporter completely.
      image attaching the ear fitting supporter
    3. Check if the issue is resolved after the Speak-to-Chat function is disabled.
      1. Open the Sony | Headphones Connect app.
      2. Select the Sound tab.
      3. Disable the Speak-to-Chat function.
      The issue is resolved
      The Speak-to-Chat mode activates when the headphones detect the speech of the person wearing the headphones, but in rare cases, it may activate in response to vibrations caused by devices such as electric toothbrushes, electric massagers, and electric shavers, or by activities such as brushing your teeth, coughing, or humming. If you are bothered by the function, turn it off or set Speak-to-Chat to L Sensitivity.
      The issue is not resolved
      Go to the next troubleshooting step.
    4. Clean the sensor of the headphones.

      In the default setting, the music pauses when the headphones are taken off, and starts playing again after they are worn. If any dirt is attached to the sensor of the headphones, the headphones may not detect the correct action.
      image indicating the built-in sensor of the LinkBuds

      • B: Built-in sensor

      Note: The setting above can be disabled in the SystemPauses when the headphones are taken off using the Sony | Headphones Connect app.

      The issue is resolved
      The Wide Area Tap function may not react depending on the app. If this is the case, use the connected device to operate the app.
      The issue is not resolved
      Go to the next troubleshooting step.
    5. Reset the headphones.

      Visit the Help Guide or view the How to reset video:

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


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

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


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning and service may be required.