Sony SupportWH-CH720N

Article ID : 00276211 / Last Modified : 05/13/2024Print

Sound skips when using the headphones (WF-C500)

    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 doesn't occur at home or with fewer nearby devices, it is Bluetooth communication interference causing the issue, and not the headphones.

    Follow these steps to troubleshoot the issue:

    1. Switch the sound quality mode to Priority on Stable Connection.
      1. Open the Sony | Headphones Connect app, and establish a Bluetooth® connection between the headphones and the playback device.
      2. Tap the Sound tab and set the Bluetooth Connection Quality to Priority on Stable Connection.
      The issue is resolved
      The headphones setting was the cause of the issue.
      The issue is not resolved
      Go to the next troubleshooting step.
    2. Disconnect the Bluetooth connection to any device other than the headphones.
      The issue is resolved
      The sound can skip when another device (smartwatch etc.) is also connected.
      The issue is not resolved
      Go to the next troubleshooting 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 troubleshooting step.
    4. Place the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear the headphones again.
      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.

    5. 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 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:

      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 require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide