Sony SupportWH-CH720N

Article ID : 00278542 / Last Modified : 11/30/2023Print

Sound skips when using the LinkBuds or LinkBuds UC

    Follow these steps to troubleshoot the issue:

    Before you start

    • For LinkBuds only: Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update before proceeding.
    • 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.

    Solution

    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
      When the sound quality is high, the audio processing load will be heavy and may cause the audio to skip. By changing the Bluetooth Connection Quality setting, the load will be reduced and may resolve the issue.
      The issue isn't resolved
      Go to the next troubleshooting step.
    2. Turn off the Speak-to-Chat function.
      1. Tap the Sound tab and then tap the toggle switch next to the Speak-to-Chat function.
      The issue is resolved
      When Speak-to-Chat is set to ON, the Linkbuds pause or mute the music being played and capture the voice of the person you are talking with to make it easier to hear. This may make you feel that the sound from the Linkbuds is interrupted.
      The issue isn't resolved
      Go to the next troubleshooting step.
    3. Disconnect the Bluetooth connection to any device other than the Linkbuds.
      The issue is resolved
      The sound can skip when another device (smartwatch etc.) is also connected.
      The issue isn't resolved
      Go to the next troubleshooting step.
    4. 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 isn't resolved
      Go to the next troubleshooting step.
    5. Perform the following procedure, then check if the issue is resolved.
      1. Set the Linkbuds in the charging case, close the lid, wait for a few seconds, and then remove the Linkbuds again.
      2. Reset the playback device.
        Since the playback device may temporarily malfunction, turn off the device once, and turn it on again.
      3. Bring the Linkbuds and the playback device closer together.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the Linkbuds or the playback device.
      The issue isn't resolved
      Go to the next troubleshooting step.

    6. Reset the Linkbuds.

      Watch this video or refer to the Resetting the Linkbuds or Resetting the Linkbuds page for instructions

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the Linkbuds.
      The issue isn't resolved
      Go to the next troubleshooting step.
    7. Initialize the Linkbuds and pair them with the playback device again.
      1. Initialize the Linkbuds.
        Note: Initialization returns the Linkbuds to the factory settings and all Bluetooth® pairing information is deleted.

        Watch this video or refer to the Initializing the Linkbuds to restore factory settings  or Initializing the Linkbuds to restore factory settings page for instructions:

      2. Refer to the appropriate article to perform the pairing again:
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the Linkbuds or the playback device.
      The issue isn't resolved
      Go to the next troubleshooting step.
    8. 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 isn't resolved
      The Linkbuds may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide