If your Sony WH-1000XM5 headset isn’t outputting any sound at all, then you can check out this troubleshooting article to see what you can do in order to potentially fix your problem.
1. The first step we recommend taking is to make sure that both your WH-1000XM5 and the connected device have been turned on.
Keep in mind that the you can’t recharge and use the WH-1000XM5 at the same time. If you try to charge while the headset is turned on, then it will automatically turn off by itself.
2. You should also make sure that the connected device supports the A2DP Bluetooth profile, which is needed for the headphones to output audio that is being played from a media.
For audio output that comes from video calling, the connected device needs to support either the HFP or HSP Bluetooth profile.
3. If you have the Sony WH-1000XM5 connected to two devices at the same time over Bluetooth, then the headphones will prioritize one device over the other when it comes to outputting sound.
To find out more about simultaneously Bluetooth connections with this product, we recommend taking a look at this article.
4. Make sure that you didn’t accidentally mute the connected device.
5. Furthermore, you should also make sure that you didn’t mute the volume of the media player or app.
6. Try to increase the volume on the connected device and/or media player to see if you are able to hear anything.
7. There is a possibility that the Speak-to-Chat mode may have been activated, which may have caused the headphones to mute any other sound output.
If you believe that this is the case, then you need to disable Speak-to-Chat.
8. If you have the Sony WH-1000XM5 connected to a computer, then make sure you configure the sound settings so that the output is set to the headphones.
9. Keep in mind that you can only use either a Bluetooth connection or wired connection when listening to the Sony WH-1000XM5. So, if the headset is connected to another device via the headphone cable, then it won’t be able to output sound from the Bluetooth device.
10. If you are using the headphone cable to connect, then make sure that it is securely and properly connected to both headphone jacks on the WH-1000XM5 and the other device.
To find out more information about how you can use this product as a wired headset, you can take a look at this post.
11. If you are using the Bluetooth connection, then you can try disconnecting and then reconnecting the headphones.
12. You can also try deleting the pairing information for the WH-1000XM5 and the try to pair it again to the same device.
13. If you are still getting no sound from the headphones, you can try restarting the connected device.
14. You can also try resetting or factory resetting the Sony WH-1000XM5, which you can do by following these steps.
If you still aren’t hearing any sound from the WH-1000XM5 after trying all of the aforementioned potential solutions, then we recommend contacting Sony for more help.