While on a phone call I can't hear the other person talking or they can't hear me (LinkBuds S)

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:
      • For Android™ phones: Pairing and connecting with an Android smartphone
      • For iPhones® phones: Pairing and connecting with an iPhone
      • For other devices: How to pair Bluetooth headphones with a Bluetooth source device
   2. Check the Speaker settings:
      • For Android phones: While you are talking, tap the Speaker or Bluetooth icon, and then select LinkBuds S Hands-Free.
      • For iPhones phones: While you are talking, tap the Audio icon, and then select LinkBuds S Hands-Free.
      • For Computers: While you are talking, right-click the Speaker icon at the right side of the computer screen, open the Sound settings, and then select Headset (LinkBuds S Hands-Free) from the pull-down list of the Speaker setting.
      Note: The settings menu items may vary by device.
   3. Turn up the volume.
      Note: Make sure that the speaker is not muted on the connected device.
   4. Restart the connected device.

   The issue is resolved

   The issue may have caused by the Bluetooth device settings or a temporary malfunction.

   The issue isn't 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:
   Note: The settings menu items may vary depending on the connected device.

   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 computer:
   Windows 11
   1. Open the Start menu and select Settings.
   2. Select System.
   3. Select Sound.
   4. Scroll down to the Advanced menu and select More sound settings.
   5. In the Playback tab, select Headphones, and click Set as Default Device.
   6. Select OK to close the setting screen.
   
   Windows 10
   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Select Open Sound settings, and then select Sound Control Panel.
   3. Select the Playback tab to show the playback device list.
   4. Select Headset labeled with Hands-free, and click Set as Default Device.
      Note: If the same headphones model name exists, make sure to choose the model labeled with Hand-Free.
   5. Select OK to close the setting screen.
   
   Windows 8.1
   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Select Playback devices.
   3. Select Headset labeled with Hands-free, and click Set as Default Device.
      Note: If the same headphones model name exists, make sure to choose the model labeled with Hand-Free.
   4. Select OK to close the setting screen.

   The issue is resolved

   The issue was caused by the device settings.

   The issue isn't 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.
   • Make sure that the headphones' microphone and your ear are not in contact with each other.
   Note: For details, refer to the How to wear the LinkBuds S and select the right size earbud tips article.

   The issue is resolved

   The size or fit of the earbuds caused the issue.

   The issue isn't resolved

   Go to step 5.

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

   1. Set the earbuds in the charging case, close the lid, wait for a few seconds, and then remove the earbuds.
   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 may have been caused by a temporary malfunction of the headphones or connected device, or ambient sound.

   The issue isn't resolved

   Go to step 6.

6. Reset the LinkBuds S.

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

   The issue is resolved

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

   The issue isn't resolved

   Go to the next troubleshooting step.

7. Initialize the LinkBuds S.
   Note: 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 earbuds.

   The issue isn't resolved

   Go to the next troubleshooting step.

8. If one is available, pair your earbuds 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 isn't 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 earbuds may be malfunctioning and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide