Article ID : 00300605 / Last Modified : 11/30/2023

Unwanted noise is heard from the headphones (WF-1000XM5)

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Follow these steps to troubleshoot this issue:

Select the situation when noise is heard:
Noise is heard while walking, running, or shaking your neck.

When the Noise Canceling or Ambient Sound Control is On, the vibration of walking, running, or shaking your neck may be transmitted from your body and cause noise. This is normal, and not a malfunction. To avoid this, turn Off the Noise Canceling or Ambient Sound Control.
A cracking or popping noise is heard while or just after attaching the headphones

This happens because air bubbles inside the earbuds get crushed and restored in response to movement that changes their shape. This is normal, and not a malfunction.
Noise is heard when I push the headphones into my ears, or when I tap the touch sensor strongly

This temporary noise can happen because of the Noise Canceling or Ambient Sound Control function and air-tightness of the headphones. This is normal, and not a malfunction.
An echo is heard when I cover the headphones or built-in microphone with my hand

An echo in this situation is normal and not a malfunction.
Noise is heard when the surrounding ambient noise is loud, such as when I am in a station or near a construction site.

When the Ambient Sound Control is On, the surrounding noises can be easily heard. Turn on the Noise Canceling function or turn off the Ambient Sound Control function.
White noise (a small electrical noise with continuous static sound) is heard

This happens because of the Noise Canceling function. To avoid white noise, turn off the Noise Canceling function.
Note: If the white noise is heard during a phone call, refer to the article The noise canceling function does not work, or white noise is heard during a call on the headphones.
A beep sound is heard while playing music

Go to step 7.
Noise is heard, or sound is distorted while using the headphones in a crowded place

Using the 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 headphones are connected with LE Audio, switch back to Classic Audio only (conventional connection method) in the LE Audio connection setting for headphones. If the issue is not resolved after that, or you are not connecting with LE Audio, switch the sound quality mode to Priority on Stable Connection.

Noise is heard while talking on the phone

Go to step 2.
None of the conditions listed

Go to step 6.
If noise is heard during a phone call, select the appropriate situation:
The noise occurs in my voice
Go to step 3.
The noise occurs in the other person's voice
Go to step 7.
Fit the headphones to your ears firmly.
If the earbuds are not worn properly, do not fit your ears, or the air-tightness is insufficient, the phone call quality may decrease. To maintain the quality, consider these factors:
- Make sure that headphones are worn properly
- Make sure that the earbud tips are firmly and completely attached. If you are using the supplied earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
- Select the earbuds that best fit your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Headphones Connect app
For additional details, refer to the How to wear the headphones properly and select the most suitable earbud tips article.
The issue is resolved
The size or fitting conditions may have affected the Noise Canceling function.
The issue is not resolved
Go to step 4.
Try speaking louder.
The issue is resolved
The noise reduction function may have been the cause. When you speak quietly, the headphones may detect your voice as noise.
The issue is not resolved
Go to step 5.
Use the headphones in a quieter place.
The issue is resolved
The ambient sound may have been the cause.
The issue is not resolved
Go to step 7.
Turn off the Adaptive Sound Control function.

When the Adaptive Sound Control is On, the notification sound (beep) tells you when the Noise Canceling or Ambient Sound Control setting changes. This may make you feel that the sound from the headphones is interrupted.
Note: To disable the notification sound, open the Sony | Headphones Connect app and, in the Adaptive Sound Control screen, turn off Notification Tone When Switching.

Follow these steps to turn off the Adaptive Sound Control function:
1. On the Status tab, on the right side of the Adaptive Sound Control menu, select the right arrow.
2. Turn off the Adaptive Sound Control.
The issue is resolved
The headphones settings were the cause of the issue.
The issue is not resolved
Go to step 7.
Try the following procedure:
1. Place the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear them again.
2. Restart the connected device.
The issue is resolved
The issue may have been caused by a temporary malfunction of the headphones.
The issue is not resolved
Go to step 8.
Reset the earbuds.

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.
Initialize the earbuds.

Note: Initialization returns the earbuds to the factory settings, and all Bluetooth pairing information is deleted.

Watch this video or refer to the Initializing the headset to restore factory settings:

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 service may be required. Go to Product Repair.