Sony Support

Article ID : 00273573 / Last Modified : 09/10/2022Print

Sound skips when using the headphones. (WF-C500)

    Before you start

    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.

    Follow these steps to troubleshoot the issue:

    1. Switch the sound quality mode to Priority on Stable Connection.
      1. Open the Sony | Headphones Connect app, and connect the headphones and the device via Bluetooth.
      2. In the Sound tab, set the Bluetooth Connection Quality to Priority on Stable Connection.
      The issue is resolved
      The headphones setting was the cause of the issue.
      The issue is not resolved
      Go to the next troubleshooting step.
    2. 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.
    3. 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.
    4. Set the headphones in the charging case, close the lid, wait for about 10 seconds, and then wear the headphones 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.

    5. Reset the headphones.

      Visit the Help Guide or view the How to reset video:

      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
      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.

      Visit the Help Guide or view the How to initialize video:

      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