Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (2024)

Applicable Products and Categories of This Article

IMPORTANT: Make sure your device has the latest firmware installed. The latest firmware can be found under the Firmware/Softwaresection of your product support page.

Note: If you are using either of these models

WF-1000XM5, WF-1000XM4,WH-1000XM4,WH-1000XM5,LinkBuds,LinkBuds S

Try these steps to improve connectivity using the Headphone Connect app

Various reasons can cause interference to the sound or Bluetooth connection of the wireless headphones or speakers. Please check the following solutions for each cause:

    Reasons

    Workarounds

    Case 1

    Using the Bluetooth device close to Wi-Fi routers, microwave ovens, refrigerators, etc.

    Signal interference may occur when a Wi-Fi® device is in use near the unit if they both use the same 2.4 GHz frequency band..

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (1)

    1. Turn off the Wi-Fi function of the connected device.
    2. If a Wi-Fi device is in use near the unit, turn off its Wi-Fi function or use the device at least ten meters away from the unit.
    3. Use the unit as far away as possible from a microwave oven, ticket gates, other Bluetooth device or places that generate electromagnetic radiation.

      Note: Turn off the noise-cancelling function if you are using a noise canceling headphone.

    Case 2

    Using the Bluetooth device in the pocket of the chest or pants, or a bag while listening to the audio.

    The communication between the devices will be poor if there is an obstruction between the unit and the connected device.

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (2)

    1. Change the position or location of the unit or connected device.
    2. If the connected device has a cover on it, take it off to improve the communication distance.
    3. If the connected device is in a bag or in a pocket, try moving the position of the device.
    4. Place the devices closer together to improve signal transmission.

    Case 3

    Using the Bluetooth devicecloseto other Bluetooth devices.

    Bluetooth devices may be affected by these radio waves when using them in a location with a mixture of multiple radio waves.

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (3)

    Turn off the Bluetooth function of the other Bluetooth devices.

    Case 4

    Using the device away from the player, such as in a different room.

    Bluetooth communication gradually becomes weaker the further away Bluetooth headphones/speakers are placed from a Bluetooth player. When using Bluetooth headphonesorspeakers and a Bluetooth player in different rooms with the doors closed, Bluetooth communication may be weak.

    Keep the Bluetooth headphonesorspeakers as close to the Bluetooth player as possible.

    Case 5

    Playing music (audio data) via the Bluetooth device placed in a case.

    If a protective case uses metal objects or thick materials, Bluetooth communicationcan beinterferedwithby those objectsormaterials and the signalcan becomeweak.

    Remove the case of the Bluetooth player.

    Case 6

    Playing music with a large file size or High-Resolution audio format.

    The file size becomes large when music files are compatible with the High-Resolution audio format.
    Music files with a large size may affect Bluetooth communication.

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (4)

    Change the settings Bluetooth audio streaming playback quality of your Bluetooth headphones or speaker toPrioritize Stable Connection.

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (5)

    Case 7

    Bluetooth transmission is affected if too many applications are running at the same time on the connected device.

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (6)

    Close applications that you are not using to avoid slowing down the Bluetooth transmission.

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (7)


    If theissuepersists, follow these steps:

    1. Reset your Sony audio product.
      • How to reset or initialize the Wireless Headphones
      • How to reset or initialize the Wireless Speaker
    2. Reconnect the Bluetooth connection.
    3. If the connected device has theNear Field Communication (NFC)function, use it to reconnect.
    4. Reset / initialize your connected device.

    Notes:

    • For details onhow toreset other Sony devices andyour connected devices, please refer to the manual supplied with the product.
    • If the remaining battery level of your device is low, charge the battery first and then try the procedure above.

    Alternatively, you can visit ourTroubleshooting Guidesfor other options.

    • Headphones Troubleshooting Guide
    • Wireless Speaker Troubleshooting Guide

    Related articles:

    • Sound is interrupted or noise occurs while playing music.
    • Sound cuts out or no sound comes out of the right unit of the headset. (WF-1000X, WF-SP700N)

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    • Contact support

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    • Warranty Information

      Find information on Tourist Limited Warranty

    • Service Centres

      List of Sony offices in Asia Pacific region that provide after-sales service activities

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      Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (8)Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (9)

    Bluetooth connection disconnect, sound cuts, music stop or noise occurs from the headphones or speakers. (2024)

    FAQs

    Why does my music keep cutting out when connected to Bluetooth? ›

    Does the Bluetooth connection between your headphones and smartphone (or another device) sometimes cut out, or do you experience sound cuts? Let's check out the most common causes of Bluetooth connection drops. The four primary causes are distance, interference, obstructions, or battery charge.

    Why does my music keep stopping when connected to Bluetooth speaker? ›

    Several factors can interfere with the Bluetooth signal, including Wi-Fi networks, microwave ovens, walls, other Bluetooth devices, fluorescent lighting, and even cross-body interference. These external factors can weaken or disrupt the signal, causing the audio to cut out or skip.

    What causes Bluetooth devices to disconnect? ›

    Devices like microwaves, cordless phones, and other Bluetooth devices can sometimes cause interference. Try removing potential sources of interference and see if that improves the connection. Power Management Settings: Windows has a setting that allows the computer to turn off Bluetooth devices to save power.

    Why do Bluetooth headphones keep disconnecting? ›

    Too much distance between the Bluetooth headset and the connected device can cause dropped connections. The maximum range for most headsets is 32 feet/10 meters. Try moving closer to the device you are connected to. And check the specifications on your headset to see how close you need to be for maximum connectivity.

    Why does my phone keep disconnecting from Bluetooth audio? ›

    Too many apps open within your device, causing interruptions to service, close down unused apps. The distance between the Bluetooth ceiling speaker and device may be over 32 feet/ 10 meters, try moving closer to your speaker. Try restarting your device Full reboot to clear memory cache built up.

    How to improve Bluetooth connection? ›

    Fortunately, there are several ways to increase the range of Bluetooth, including keeping your devices up to date, reducing interference, using an external Bluetooth antenna, using a Bluetooth range extender, using a Bluetooth amplifier, and keeping your devices cool.

    Why does my music keep skipping on Bluetooth? ›

    Bluetooth transmission is affected if too many applications are running at the same time on the connected device. Close applications that you are not using to avoid slowing down the Bluetooth transmission. The sound may skip if the music being played has a high bit rate.

    Why does my music keep stopping by itself? ›

    Check if Phone settings > Apps & Notifications > Your app > Background restrictions or Background limits are not enabled for the app. If all fails you can turn Doze mode off completely.

    How do I fix my Bluetooth audio connection? ›

    Check that Media audio is turned on:
    1. Open your phone's Settings app.
    2. Tap Connected devices. If you see "Bluetooth," tap it.
    3. If you see Saved devices, tap it.
    4. Next to your car or accessory's name, tap Settings .
    5. Turn on Media audio.

    What disturbs Bluetooth connection? ›

    If there is excessive Wi-Fi in the same area this will use up many potential Bluetooth channels. Also, if the Bluetooth devices are in close proximity to a Wi-Fi transmitting device (router), this can cause interference and other performance issues.

    How do I fix Bluetooth connecting and disconnecting? ›

    Range and interference are the two most likely culprits. Check to make sure all devices are within range and restart them to ensure that they find a new channel to broadcast their frequency. It could also be the compatibility or the quality of the product.

    How do I stop Bluetooth from cutting out? ›

    Minimize the number of active Bluetooth devices near each other. Switch off or move away devices that are not in use or causing interference. Increase the distance between your Bluetooth devices (e.g., your iPhone and Bluetooth speaker/headphones) to reduce the impact of interference.

    Why does the audio on my Bluetooth headphones keep cutting out? ›

    A weak Bluetooth connection might be the culprit for audio stutters. To solve this issue, remove or unpair your device from Bluetooth, restart, and then reconnect. You can also try powering your wireless headphones off and back on — sometimes this works to kickstart a bad connection and improve your Bluetooth function.

    Why do my Bluetooth headphones keep pausing my music? ›

    In conclusion, there are a number of reasons why your music may continuously pause on your headphones. The audio signal may be interrupted by loose connections, problems with the battery, problems with Bluetooth connectivity, problems with software, and physical damage.

    Why does Bluetooth keep stopping? ›

    Part 1: Why is Bluetooth Not Connecting to Android

    Since Bluetooth is a built-in feature, mostly the issue is with your phone's firmware. Outdated OS. Any minor glitch in the phone's software has interrupted the normal functioning of Bluetooth. Malware attack on Bluetooth cache files.

    What causes choppy Bluetooth audio? ›

    Bluetooth devices transmit data in packets. Interference can cause some of these packets to be lost or corrupted during transmission. As a result, the receiving device may have trouble decoding the audio or Siri commands correctly, leading to stuttering or delayed responses.

    Why does my phone keep cutting out when playing music? ›

    Your audio cuts in and out. Defective hardware or improper network configuration can cause audio to cut in and out. If the problem occurs on one phone, the underlying cause can vary from equipment to network configuration. If audio cuts in and out on multiple phones, the issue is likely network related.

    Why does my Bluetooth transmitter keep cutting out? ›

    Range and interference are the two most likely culprits.

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