The Noise Canceling effect is weak or not working (Headband/In-Ear)

Before you start

• When the Noise Canceling function is turned on, you may hear white noise (a small electrical noise with continuous static sound). Turn off the Noise Canceling function and check to see if the issue is resolved.
• The headphones automatically measure the wearing condition and usage environment to constantly optimize noise canceling characteristics. Because of this, you may notice fluctuations in the noise canceling effect.
• If you are in a quiet place, or depending on the type of noise, you may feel the noise canceling function is weak or the noise is heard louder. If this happens, remove the headset and wear it again.

Solution

1. Check if the Noise Canceling function is set to On.

   Press the noise canceling/Ambient Sound Mode button to change the settings of the noise canceling function. You will hear the notification sound when the function is set to On.

   The Noise Canceling function works

   The issue was caused because the Noise Canceling function was set to Off.
   Note: If the Noise Canceling function is insufficient or you cannot switch to the Noise Canceling even after the setting, go to the next troubleshooting step.

   The Noise Canceling does not work, or I am not sure how to use the touch sensor or buttons.

   Go to the next troubleshooting step.

2. Change the headphones settings using the Sony | Sound Connect app.

   When the Adaptive Sound Control is set to On, the headphones detect your action (running, walking, etc.) and automatically switches the settings of the Noise Canceling function to Ambient Sound Control. To make maximum use of the Noise Canceling function, follow these steps to set the Adaptive Sound Control to off, and adjust the Noise Canceling or Ambient Sound Control manually.
   Note: If the Adaptive Sound Control is set to On, the Noise Canceling is adjusted and Adaptive Sound Control is activated according to your action.

   1. Turn off the Adaptive Sound Control.
      1. Connect the headphones and smartphone via Bluetooth, and then launch the Sony | Sound Connect app.
      2. In the My Device tab, check the Adaptive Sound Control status. If the status shows other than Off (Staying, Walking, etc.), select right arrow on the right side of the Adaptive Sound Control menu.
         
      3. Turn off the Adaptive Sound Control.
         
   2. Select Noise Canceling to turn the setting On.
      

   The noise canceling function works.

   The issue was caused by the headphones settings.

   The noise canceling function does not work.

   Go to the next troubleshooting step.

3. Fit the headphones to your ears firmly.

   Adjust the length of the headband to allow the headphones to hold the entire ear inside the earpad.
   Note: The Noise Canceling function may become weaker if the ear is outside the of the earpad.
   

   • A (Good): The headband fits your ear properly
   • B (Not Good): The headband does not fit your ear properly

   The noise canceling function works.

   The issue was caused by the size of the earbuds or the way you are attaching the headphones.

   The noise canceling function does not work.

   Go to the next troubleshooting step.

4. Reset (restart) the headphones.

   For details on how to reset the headphones, refer to your model's Help Guide.
   Hint: 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 be caused by a temporary malfunction of the headphones.

   The issue is not resolved.

   Go to the next troubleshooting step.

5. Initialize the headphones, and then try the pairing again.

   For details on how to Initialize the headphones, refer to your model's Help Guide.
   Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   The issue is resolved.

   The issue may be caused by a temporary malfunction of the headphones.

   The issue is not resolved.

   The noise canceling function is most effective for low frequency (bass) noise, such noise made by vehicles or air conditioning, but not all sounds can be completely canceled. Try other conditions to test the effectiveness of the noise canceling function.

Go to the Headphones Troubleshooting Guide