There is no sound, or sound is only heard from one side of the headphones (WF-1000X)

Before you start

• Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update and check if the issue is resolved before proceeding.
• If the issue occurs only on the Right unit, refer to the No sound or sound cuts out from the right wireless Noise-Canceling earbud article.

Solution

1. Remove the headphones from the charging case and check if the indicators flash.
   

   The indicators flash

   Go to step 3.

   The indicators do not flash

   Go to step 2.

2. Charge the headphones and the charging case, and check if the headphones turn on and the sound is heard.
   

   The headphones turn on, and I can hear sound from the headphones

   The issue was caused by a low battery level. Wait until the headphones are fully charged.

   The headphones turn on, but I can't hear sound from the headphones

   Go to step 3.

   The headphones do not turn on

   The headphones or case are not charging correctly. Refer to the The headphones do not charge article.

3. Make sure the headphones and device have a Bluetooth® connection.
   1. Place the headphones into the charging case, and close the lid.
      
   2. Remove the headphones, and connect with the device again.
      

   I can hear sound from the headphones

   The Bluetooth connection may have been temporarily unstable.

   I can't hear sound from the headphones

   Go to the next troubleshooting step.

4. Turn up the volume on the connected device.
   

   I can hear sound from the headphones

   The issue was caused by low volume.

   I cannot hear sound from the headphones

   Go to step 5.

5. Reset the headphones.

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

   I can hear sound from the headphones

   The issue may have been caused by a temporary malfunction of the headphones.

   I can't hear sound from the headphones

   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.

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

   I can hear sound from the headphones

   The issue may have been caused by a temporary malfunction of the headphones.

   I can't hear sound from the headphones

   Go to the next troubleshooting step.

7. If available, pair your headphones with a different Bluetooth-enabled device, then check if you can hear sound from the headphones.

   I can hear sound from the headphones

   The original device may have caused the issue. It's recommended to use a different device, or consult the manufacturer of the original device for further assistance.

   I cannot hear sound from the headphones

   The headphones may be malfunctioning, and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide