Sound skips frequently, noise can be heard, distorted sound, and echoes can be heard by the other party

While connected to a game console (computer or PS5™) via a USB transceiver

  • Under the following conditions, noise or audio dropout may occur, or the connection may be disabled.
    • When there is a human body between the headset and the game console
      When this is the case, turn the game console to face the same direction as the antenna of the headset to improve the communications.
    • When there is an obstacle, such as metal or a wall, between the headset and the game console
    • When there is a distance between the headset and the game console
    • When using in places with wireless LAN, where wireless communication devices such as Bluetooth are nearby, where many wireless communication devices are used nearby, where a microwave oven is used, electromagnetic waves are generated, etc.
    • In places where there are other wireless communication audio devices or other people nearby
  • Sometimes, the sound may be distorted or interrupted by external radio interference and other factors. If any of this is the case, try the following.
    • If connected to a computer, make a wired connection using a headphone cable.
    • If connected to a computer, remove the USB transceiver from the USB port and then insert it into another USB port on your computer.
    • Use the 5 GHz band instead of the 2.4 GHz band for Wi-Fi on smartphones, computers, etc.
    • Turn off any 2.4 GHz band devices that are not in use.
    • Set your smartphone in airplane mode.
    • If connected to a PS5, connect the USB transceiver to the USB port on the front of the PS5.
    • Move USB 3.0 compatible devices, cables, etc. connected to the computer or PS5 away from the USB transceivers.
    • If there are unused USB devices or USB cables, remove them from the computer or PS5.
    • If there is metal nearby, connect the USB transceiver as far away from the metal as possible.
    • Use the headset and USB transceiver as close together as possible.
      To avoid obstructions, it is recommended to connect the USB transceiver on the same side (left side) as the built-in antenna of the headset.
  • When playing games on your computer, this issue can be improved by closing unnecessary applications or windows, or restarting your computer.
  • Connect the headset to the USB transceiver again.
  • Reset the headset.
  • Initialize the headset.

While connected to a computer or other connected device with a headphone cable

  • If you connect the headphone cable and charge at the same time, noise may occur depending on the connected device. If noise occurs, remove the USB Type-C cable.
  • If the other party points out that they hear echoes while using the headset with the headphone cable connected, lower the volume of the computer or other connected devices to which the headphone cable is connected, or reduce the sensitivity of the microphone.
    If the symptoms persist, use a wireless connection.

About the antennas

  • Remove any obstacles between the antenna of the connecting game console and the built-in antenna of the headset. The antenna of the headset is built into the part shown in the dotted line below.

Illustration indicating the location of the built-in antenna (A) in the left unit

A: Built-in antenna