Sony SupportWH-CH720N

Article ID : 00279896 / Last Modified : 11/30/2023Print

Sound skips when using the headphones (LinkBuds S)

    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, Bluetooth communication interference is causing the issue, not the headphones.

    Solution

    Follow these steps to troubleshoot the issue:

    1. Switch the sound quality mode to Priority on Stable Connection.
      Note: If the headphones are connected with LE Audio, switch back to Classic Audio only (conventional connection method) in the LE Audio connection setting for headphones, and switch the 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. On the Sound tab, tap the (down arrow) button next to the Bluetooth Connection Quality, and select 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 Speak-to-Chat function.
      The issue is resolved
      When Speak-to-Chat is set to ON, the headphones pause or mute the music being played and capture the voice of the person you are talking you are talking to on the microphones to make it easier to hear. This may make it seem like the sound from the headphones is interrupted.
      The issue isn't resolved
      Go to the next troubleshooting step.
    3. 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 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. Follow this procedure, then check if the issue is resolved.
      1. Place the headphones in the charging case, close the lid, wait for a few seconds, and then wear the headphones again.
      2. Reset (restart) the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
      3. Bring the headphones and the playback device closer together.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones or the playback device.
      The issue isn't resolved
      Go to the next troubleshooting step.

    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.
      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 S 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 S 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
      Linkbuds may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide