Sony WH-1000XM5 Troubleshooting

The lifetime of a fully charged battery decreases

Disconnect the battery from the headphones, wait for 15 minutes and reconnect.

If your headphones are not fully charged, this could result in a shorter battery life. They need to be fully charged before usage to maximize the battery life.

Doesn't connect to bluetooth connection

Try turning off the bluetooth function on the device you're trying to connect the headphones to, and turning it back on to reattempt a connection. There is a higher chance of the connection working on a second attempt.

If the antenna is broken, it will need to be replaced.

Device isn't charging when plugged in

The device might not be charging because the battery is not functioning as it properly should. By taking apart the headphones and getting to the interior, the battery can be replaced.

Check that the charging cable being used is a USB Type C cable, and that it is fully connected to both the headset, and the adapter. If it is not, simply reconnect it and it should work as normal. If it is connected, try using a different USB Type C cable to charge the device.

Can hear outside noise while in noise cancellation mode

If the headphones aren't worn properly, the noise cancellation function will not work. Headphones should be placed on both ears if expecting to utilize the noise cancellation function. An improper connection sync could also lead to improper functioning.

If the speaker is not functioning as necessary, try restarting the device. If restarting does not solve the issue, it is possible that the speakers need to be replaced.

The audio cutting out at random

If the device runs out of battery charge, the device will power off automatically. To prevent this, turn them off before the battery charge fully depletes, and charge them. If this has already happened, then go right to charging them.