Sony Support

Article ID : 00269523 / Last Modified : 05/31/2022Print

While on a phone call, I can’t hear the other person talking, or they can’t hear me (WF-1000XM4)

    Follow these steps to troubleshoot this issue when using the WF-1000XM4 earbud headphones:

    1. Select your problem:

      I can’t hear the other person talking

      Go to step 2.
      The other person can't hear me talking

      Go to step 4.

    2. Perform the following steps on the device connected to your earbuds:

      1. Check the Bluetooth® settings to make sure that the earbuds are connected via Bluetooth.
        Note: If needed, refer to the appropriate article to establish a Bluetooth connection:
      2. Check the Speaker settings:
        • For Android phones: While you are talking, tap the Speaker or Bluetooth icon, and then select WF-1000XM4 Hands free.
        • For iPhone phones: While you are talking, tap the Audio icon, and then select WF-1000XM4 Hands free.
        • For other devices: While you are talking, right-click the Speaker icon on the computer taskbar, click Open Sound Settings, and then select Headset (WF-1000XM4 Hands-Free) from the Output drop-down list.
        Note: The settings menu items may vary by device.
      3. Turn up the volume.
        Note: Make sure that the speaker is muted on the connected device.
      4. Restart the connected device.
      The issue is resolved
      The issue was caused by the Bluetooth device settings or a temporary malfunction.
      The issue is not resolved
      • If the connected device has Android OS version 10 or later installed, or is a computer with a Microsoft® Windows® operating system, go to step 3.
      • For all other devices, go to step 6.

    3. Check the following setting:

      For phones with Android OS 10 or later:
      1. Open the Settings menu on your smartphone.
      2. Select Connected devices.
      3. Tap the Settings icon next to the earbuds model name.
      4. Set the Call setting to ON.
      For Windows OS computers:
      1. On the computer taskbar, right-click the Speaker icon, and then 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-1000XM4 earbud headphones in the list, click Set Default, and then click OK.
      Note: The settings menu may vary by device.
      The issue is resolved
      The issue was caused by the device settings.
      The issue is not resolved
      Go to step 6.

    4. Make sure the earbuds fit snug in your ears.

      If the earbuds do not fit your ears, the noise canceling function may be significantly affected. Here are some important factors to consider:
      • Make sure that headphones are worn properly.
      • Use the earbud tips that best fit with your ears: Use the Sony | Headphones Connect app to measure the air-tightness of the earbud tips, and find the optimal size.
      Note: For details, refer to the How to wear the WF-1000XM4 headphones and select the right size earbud tips article.
      The issue is resolved
      The size or fit of the earbuds caused the issue.
      The issue is not resolved
      Go to step 5.

    5. Perform the following steps with the headphones and connected device:

      1. Set the headphones in the charging case, close the lid, wait for a few seconds, and then remove the headphones. This will restart the headphones.
      2. Restart the connected device.
      3. Try speaking louder as the ambient sound may prevent your voice from being heard.
      The issue is resolved
      The issue was caused by a temporary malfunction of the headphones or connected device, or ambient sound.
      The issue is not resolved
      Go to step 6.

    6. Reset the headphones.

      Watch this video or refer to the Resetting the headphones page for instructions.

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 7.

    7. Initialize the headphones.

      IMPORTANT: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      Watch this video or refer to the Initializing the headphones to restore factory settings page for instructions.

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 8.

    8. If one is available, pair your headphones with a different Bluetooth-enabled device that you can use to make a phone call, and test it.

      The issue is resolved
      The original device or application may have caused the issue.
      It's recommended to use a different device or application for phone calls, or consult the manufacturer of the original device or application for further assistance.
      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 main page