Article ID : 00300344 / Last Modified : 11/30/2023

Sound skips when using the WF-1000XM5 headphones

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Before you start

If the headphones suddenly turn off or no sound is heard, refer to the article The touch sensor, stereo sound, Bluetooth, or noise canceling features are not working correctly, or the headphones suddenly turn off.
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 issue does not occur at home or somewhere with fewer nearby devices, then it is Bluetooth communication interference causing the issue, and not headphones.
For other precautions, refer to the On Bluetooth communications section in the Help Guide.

Solution

Follow these steps to troubleshoot the issue:

Rotate the earbuds in the ear.

The issue is resolved
The direction the earbuds were inserted may have caused the issue.
The issue is not resolved
Go to the next troubleshooting step.
Check the sound quality mode or Wireless Playback Quality on both the headphones and the connected device.
- Headphones settings:
  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 connect the headphones and the device via Bluetooth.
  2. On the Sound tab, tap the down arrow button on the right side of the Bluetooth Connection Quality, and select Priority on Stable Connection.
- The connected device settings (smartphone, Walkman, etc.): If you have the option to select the SBC or AAC codec in the Wireless Playback Quality setting, select AAC. For details, refer to the device manual.
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 is not resolved
Go to the next troubleshooting step.
If you have connected the headphones to 2 devices simultaneously using the multipoint connection feature, disconnect the Bluetooth connection with a device you are currently not using.
The issue is resolved
When you are using the multipoint connection, the processing load goes heavy and the issue may occur. Disconnecting the Bluetooth connection with one device has resolved the issue.
The issue is not resolved
Go to the next troubleshooting step.
Turn off the Service Link setting on the Sony | Headphones Connect app.
The issue is resolved
When you are using the Service Link feature, the processing load goes heavy and the issue may occur.
The issue is not resolved
Go to the next troubleshooting step.
Check the location of the antenna on the connected device.

Be careful not to cover the antenna on the connected device with a hand or something metallic or the issue may occur.

The issue is resolved
Covering the antenna on the connected device has caused the issue.
The issue is not resolved
Go to the next troubleshooting step.
Stop 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.
Check the Wi-Fi settings on your home network and the connected device.
- Use the 5 GHz band if you are using the Wi-Fi network.
- If the Wi-Fi setting on the connected device is ON but you are not connecting with any devices using a Wi-Fi network, turn off the Wi-Fi setting.
The issue is resolved
The Wi-Fi settings may have caused the issue.
The issue is not resolved
Go to the next troubleshooting step.
Turn off the Adaptive Sound Control and the Speak-to-Chat function on the Sony | Headphones Connect app.

If these settings are ON, music playback may be interrupted when the headphones detect your action. This may make you feel that the sound from the headphones is interrupted. To avoid this, turn off the settings.

The issue is resolved
The headphones settings have caused the issue.
The issue is not resolved
Go to the next troubleshooting step.
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.
Try the following procedure, then check if the issue is resolved.
1. Set the headphones into the charging case, close the lid, wait for a few seconds, and then remove 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 is not resolved
Go to the next troubleshooting step.
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.
Initialize the headphones and pair them with the playback device again.
1. Initialize the headphones.
  
  Note: Initialization returns the headphones to the factory settings, and all Bluetooth pairing information is deleted.
  
  Refer to the Initializing the Headphones page for instructions:
2. Refer to the appropriate article to perform the pairing again:
  - For Android™ phones: Pairing and connecting with an Android smartphone
  - For iPhones® phones: Pairing and connecting with an iPhone
  - For other devices: How to pair Bluetooth headphones with a Bluetooth source device
The issue is resolved
The issue may have been caused by a temporary malfunction of the headphones or the playback device.
The issue is not resolved
Go to the next troubleshooting step.
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 headphones may be malfunctioning and require repair. Go to Product Repair.