The short version
- 01Compare music, call audio and the earbuds' own notification sounds.
- 02Pause music for about 10 seconds, then put both earbuds in the case and close the lid briefly.
- 03Check earbud fit and clean the tip mesh using Sony's maintenance procedure.
- 04Close the first device's playback app if a second multipoint device stays silent.
- 05During an automatic update, leave both earbuds in the closed case for about five minutes.
- 06Use the model's reset before initialization; prepare to pair again if initialization is needed.
Start here
Compare music, calls and device prompts
Music failure, call-only audio and missing device prompts are different observations. Begin with a pause/case restart for music, then fit and routing checks. A model reset keeps pairing; initialization removes it.
Applies to: WF-1000XM5 (YY2963). Model-specific instructions; not an AirPods reset.
Match the failure you can observe
Choose the matching check below, then compare the result before moving to the next repair.
Music is silent on one side
Pause playback and try both earbuds after a case restart.
Compare musicOnly a call uses one side
Check whether normal music still uses both earbuds.
Compare calls and promptsThe second connected device is silent
Close the first device's playback app and compare the output.
Check multipoint routingSeparate call behavior from a silent earbud
Sony routes missing call audio and missing startup prompts to separate troubleshooting pages. Its manual also notes that some HFP/HSP calling apps can use only one earbud. Our comparison is normal music versus calls; call-only behavior does not establish a broken speaker.
Pause, then restart through the case
For music, Sony starts with a pause of about 10 seconds. If that fails, put the earbuds in the charging case, close the lid for a few seconds and wear them again. Check after each action so the result identifies which step helped.
Check fit and the earbud-tip mesh
Poor wearing detection can interrupt playback. Check fit, then follow Sony's illustrated care instructions. Earwax on the tip mesh can muffle sound; Sony uses a light cotton-swab movement and cautions against tearing the mesh, wet-wipe washing and sharp tools.
Check multipoint playback and update timing
Sony's manual explains that the first multipoint device can keep sending silence after playback stops. Close its playback app and select the intended device through the connected-device controls. During an automatic headset update, audio is unavailable: leave the earbuds in the closed case for about five minutes.
Check the computer's selected output
Sony's Windows 11 branch uses Settings > System > Sound > More sound settings, then the Playback tab's headphone default. Our recommendation is to confirm which output the app actually uses before applying a call-specific profile to music.
Keep reset and initialization separate
With both earbuds in the open case, Sony's reset holds the rear button for at least about 20 seconds until the indicator goes out; do not release during the orange flashing interval. Pairing is retained. Initialization instead releases during that interval and deletes pairing; use its linked sequence and pair again afterward.
Frequently asked questions
Does a reset delete the WF-1000XM5 pairing?
Sony's reset retains pairing and other settings. Initialization is a separate operation that removes pairing; follow the exact indicator timing for the operation you intend.
Can one-sided call audio be different from a failed earbud?
Yes. Sony notes that some HFP/HSP calling applications can use one earbud. Compare ordinary music with calls before treating the speaker as faulty.
Sources and review notes
Checked on . Official documentation read October 6, 2026. Music/call comparisons and step-by-step result recording are editorial guidance. The manual uses the earlier Headphones Connect name; the app is now Sound Connect. Glitchary is independent of Sony.