Unwanted noise is heard from the headphones. (WF-C510)

Before you start

Radio interference will affect the Bluetooth communication between the headphones and playback device. The interference is likely to occur in a crowded place, near a store's cash registers, near a microwave, near traffic lights or automatic doors, inside a crowded train or in a station, etc. To avoid interference, move the headphones and speaker closer, or set the sound quality mode to Prioritize Stable Connection in the Sony | Sound Connect app.

Solution

Follow these steps to troubleshoot the issue:

1. Select the situation when noise is heard:

   Noise is heard when the headphones are exposed to wind

   
   To reduce the wind noise, turn Off the Ambient Sound Control. Go to step 4.

   Noise is heard while walking or running

   
   When the Ambient Sound Control is On, the vibration of walking or running may be transmitted from your body and cause noise. To avoid this, turn Off the Ambient Sound Control. Go to step 4.

   A rustling noise is heard when I move my body or head

   
   The headphones' microphone and your ear may be in contact with each other. Check how to wear the headphones. Go to step 3.

   White noise (a small electrical noise with continuous static sound) is heard

   

   • When the Ambient Sound Mode function is OFF:
     When you are in a quiet environment, if no music is playing or the volume is low, white noise may be heard. This is normal and within specifications.
   • When the Ambient Sound Mode function is ON:
     White noise is generated depending on the level of the Ambient Sound function. You can adjust the level using the Sony | Sound Connect app. In the My Device tab, select Device settings → Sound tab, and select Ambient Sound Control to adjust the setting.
   • When you are talking on the phone:
     During a call, the microphones will pick up ambient sound regardless of the Ambient Sound Control function setting. This is an effect of the Sidetone function, which allows your voice to be heard naturally and makes it more comfortable to talk during a call. If you hear ambient sounds, headphone operational sounds, or white noise during a call, that is also an effect of the Sidetone function, not a malfunction.

   Noise is heard when I push the headphones into my ears, or when I push the button strongly

   
   This temporary noise can happen because of the 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 off the Ambient Sound Control function.

   Noise is heard while talking on the phone

   
   Go to step 2.

   None of the conditions listed

   
   If you hear your heartbeat or breathing, or if noise occurs when you change your posture such as moving your neck, this is normal and not a malfunction.
   For other noises, go to step 7.

2. 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.

3. Fit the headphones to your ears firmly.

   If the earbuds are not worn properly, do not fit your ears, the phone call quality may decrease. To maintain quality, consider these factors:

   • Make sure that headphones are worn properly
   • Select the earbuds that best fit your ears
   • Make sure that the headphones' microphone and your ear are not in contact with each other.

   The issue is resolved

   The size or fitting conditions may have caused the issue.

   The issue is not resolved

   • If a rustling noise is heard when I move my body or head, go to step 4.
   • If noise is heard while talking on the phone, go to step 5.

4. Turn off the Ambient Sound Mode.
   1. Open the Sony | Sound Connect app, and connect the source device with the headphones via Bluetooth.
   2. In the My Device tab, select Ambient Sound Control to set it to Off.
      

   The issue is resolved

   The issue may have occurred because of the conditions where the headphones detected the ambient noise. The noise may also occur when you are in a place that uses devices that generate ultrasonic waves to deter or eliminate rodents and pests. If you are bothered by these noises, turn off the Ambient Sound Mode functions.

   The issue is not resolved

   Go to step 7.

5. 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 the next troubleshooting step.

6. 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 the next troubleshooting step.

7. Try the following procedure:
   1. Set the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear the headphones 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 the next troubleshooting step.

8. Reset the headphones.

   Refer to the How to reset or initialize the WF-C510 article or view the How to reset video below:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

   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.

9. Initialise the headphones.

   Initialisation returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   Refer to the How to reset or initialize the WF-C510 article or view the How to initialize video below:
   
   

   Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

   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 the Headphones Troubleshooting Guide