Sony SupportWH-CH720N

Article ID : 00300607 / Last Modified : 11/30/2023Print

Can't adjust the headphone volume (WF-1000XM5)

    Follow these steps to troubleshoot this issue:

    1. Use the touch sensor to adjust the volume.

      You can adjust the volume using the headphones by assigning the Volume Control to the touch sensor. To change the assignment of the touch sensor, refer to the Assign the playback volume adjustment function to the touch sensor of the headphones section in the Cant adjust the volume of the headphones. article.

      • To increase the volume: Quickly tap the touch sensor on the right earbud during music playback. As you repeatedly tap the touch sensor (with an interval of about 0.4 seconds or less between each tap), a notification sound is emitted and the volume increases by 1 step.
      • To decrease the volume: Quickly tap the touch sensor on the left earbud during music playback. As you repeatedly tap the touch sensor (with an interval of about 0.4 seconds or less between each tap), a notification sound is emitted and the volume decreases by 1 step.
      The volume can be adjusted
      You can use the headphones to adjust the volume.
      The volume can't be adjusted
      Go to the next troubleshooting step.

    2. Open the Sony | Headphones Connect app, and move the slide bar next to the speaker icon in the Status tab to increase or decrease the volume

      The volume can be adjusted
      You can use the Sony | Headphones Connect app to adjust the volume.
      The volume can't be adjusted
      Go to the next troubleshooting step.

    3. Adjust the volume on the connected device.

      For details on how to adjust the volume on the connected device, refer to the device manual or support site.
      Note: Depending on the connected device, the volume may not sync with the headphones. If you cannot get the desired volume by adjusting the headphones or device volume only, adjust the volume on both the headphones and the connected device.

      The volume can be adjusted
      You may need to adjust the volume on the device in some situations.
      The volume can't be adjusted
      Go to the next troubleshooting step.
    4. If the app has the volume settings, adjust the volume using those settings.
      The volume can be adjusted
      The issue may have been caused by the app settings.
      The volume can't be adjusted
      Go to the next troubleshooting step.

    5. Reset the headphones.

      Watch this video or refer to the Resetting the headphones page for instructions:

      The volume can be adjusted
      The issue may have been caused by a temporary malfunction.
      The volume can't be adjusted
      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 volume can be adjusted
      The issue may have been caused by a temporary malfunction.
      The volume can't be adjusted
      The headphones may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide