Cannot hear the other person or the call volume is low during calls/The other person cannot hear you or their call volume is low during calls.

Common

  • If the size of the earbud tips does not match the size of your ear canals or the headset is not being worn properly in your ears, tap operations may not work correctly, or you may not obtain the correct sound qualities, noise canceling effects, or call performance.
    If any of this is the case, try the following.
    • Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The size of the left and right earbud tips may be different.
    • “INZONE Hub” or the “Sony | Headphones Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.
    • Check that you are wearing the headset properly in your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.

    Hint

    • The function that determines the optimal earbud tips for you measures the air-tightness of the earbud tips and determines whether or not the headset units are being worn in your ears correctly. Select a size that fits comfortably.
  • Set the headset units in the charging case and close the charging case lid. Then remove the headset and reconnect to the device you are trying to connect to.
  • The sound conduits (sound output tubes), air holes, and microphone part of the headset are not completely watertight. If any water droplets are left in the sound conduits, air holes, or microphone parts, the sound level becomes low temporarily. However, this is not a malfunction. See “When you have finished using the headset” and dry the headset as described before use.
  • Set the headset units into the charging case, and close the charging case lid. You may be able to resolve some issues by setting the headset units into the charging case.
  • Check that both the headset and the connected device are turned on.
  • Adjust the volume of the headset and the connected device. Turn up the volume if it is too low.
  • Reset the headset.
  • Initialize the headset, and pair the headset with the device again.

When connected with the USB transceiver

  • Make sure the in-game voice chat output setting is set to [INZONE Buds - Chat].
  • Check the call settings of the in-game voice chat and video calling application.
  • The microphones on the headset units may be turned off. Turn on the microphones on “INZONE Hub”. If the function assigned to the touch sensor is set to [Ambient Sound Control + Mic] (default setting), you can also switch the microphones on/off using the headset.
  • The volume balance between a game and chat may be leaning toward either the game volume or the chat volume being louder. You can adjust the volume balance between the game and chat using “INZONE Hub” or the PS5™. You can also adjust the volume balance between the game and chat using the headset by changing the function assigned to the touch sensor to [Game/Chat Balance Control] on “INZONE Hub”.
  • Make sure that the microphone setting is set to [INZONE Buds - Chat] in the sound settings of the computer.
  • When connected to a computer, adjust the microphone volume with “INZONE Hub”.
  • Connect the headset to the USB transceiver again.

While connected to a Bluetooth device

  • Operate the Bluetooth device to re-establish the connection. Select CCP for the profile.
  • While listening to music with the headset, stop playback and respond to an incoming call.
  • The microphones on the headset units may be turned off. If the function assigned to the touch sensor is set to [Ambient Sound Control + Mic] (default setting), operate it on the headset.