Sony SupportWH-CH720N

Article ID : 00224041 / Last Modified : 03/01/2024Print

Sound skips or noise is heard from the headphones. (Headband/In-Ear)

    Follow these steps to troubleshoot this issue:

    Before you start

    Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update before proceeding.

    Solution

    1. Select when the issue occurs:
      The issue occurs in crowded places but does not occur when I am at home.
      Using headphones in a crowded place, such as on a train or busy road, nearby devices may interrupt Bluetooth communication and cause sound interruptions, interference, or noise. If the issue does not occur at home or somewhere with fewer nearby devices, then Bluetooth communication interference is causing the issue, not headphones.
      The issue occurs when I use the headphones in a quiet place.
      Go to the next step.
    2. Stop the Bluetooth connection to any device other than the headphones.
      The issue is resolved
      Other Bluetooth devices may interrupt communications between your mobile device and your headphones.
      The issue is not resolved
      Go to the next step.
    3. Close all apps except the one you are currently using.
      The issue is resolved
      The sound can skip when multiple apps are open at one time.
      The issue is not resolved
      Go to the next step.
    4. Use the Sony | Headphones Connect app to set the Sound Quality Mode to Priority on Stable Connection.

      Note: If you are using an Apple device such as an iPhone smartphone or iPad® tablet and playing a music file with an AAC (Advanced Audio Coding) file format, set the sound quality mode to Priority on sound quality. For other devices and file formats, set the Sound Quality Mode to Priority on Stable Connection.

      1. Open the Sony | Headphones Connect app, and connect the headphones and the device via Bluetooth.
      2. On the Sound tab, set the Sound Quality Mode to Priority on Stable Connection.
      The issue occurs on all music files.
      The headphone setting was the cause of the issue.
      The issue occurs on only one or some specific files.
      Go to the next step.
    5. Check if the issue occurs on all music files.
      The issue is resolved
      Go to the next step.
      The issue is not resolved
      The issue may have been caused by the file format. High-resolution audio takes up more file capacity because it contains more information. This causes a greater burden when using Bluetooth communication. Convert the files to a different format, such as MP3 or AAC.
    6. Does the issue occur when connected using the headphone cable and while charging the source device?
      The issue occurs only when charging
      Electrical noise generated during charging may be heard from the headphones. Stop charging or, if the headphones support the Bluetooth feature, connect the device via Bluetooth.
      The issue is not resolved, or the issue occurs even when not charging
      Go to the next troubleshooting step.
    7. Check if the issue also occurs when connected with other devices.
      The issue is resolved
      The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
      The issue is not resolved
      The headphone may be malfunctioning, and service may be required.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide