Sony SupportWF-C510

Article ID : 00348421 / Last Modified : 08/11/2024Print

Sound skips when using the WF-C510

    Before you start

    Radio interference will affect the Bluetooth communication between the headphones and playback device. The interference is likely to occur in a crowded place, near a store's cash registers, near a microwave, near traffic lights or automatic doors, inside a crowded train or in a station, etc. To avoid interference, move the headphones and speaker closer, or set the sound quality mode to Prioritize Stable Connection in the Sony | Sound Connect app. If the issue does not occur in a place where there is no interference, the headphones are not malfunctioning.

    Solution

    Follow these steps to troubleshoot the issue:

    1. Switch the sound quality mode to Priority on Stable Connection.
      1. Open the Sony | Sound Connect app, and connect the source device with the headphones via Bluetooth.
      2. In the My Device tab, select Device settings → Sound tab, and tap the down arrow button on the right side of the Bluetooth Connection Quality.
      3. Select Prioritize Stable Connection.
      The issue is resolved
      When the sound quality is high, the audio processing load will be heavy and may cause the audio to skip. By changing the Bluetooth Connection Quality setting, the load will be reduced and may resolve the issue.
      The issue is not resolved
      Go to the next troubleshooting step.
    2. Stop the Bluetooth connection to any device other than the headphones.
      The issue is resolved
      The sound can skip when another device (smartwatch etc.) is also connected.
      The issue is not resolved
      Go to the next troubleshooting step.
    3. Close all apps except the one you are currently using.
      The issue is resolved
      The sound can skip when multiple apps are open at one time.
      The issue is not resolved
      Go to the next troubleshooting step.
    4. Try the following procedure, then check if the issue is resolved.
      1. Set the headphones into the charging case, close the lid, wait for a few seconds, and then remove the headphones again.
      2. Reset (restart) the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
      3. Bring the headphones and the playback device closer together.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones or the playback device.
      The issue is not resolved
      Go to the next troubleshooting step.

    5. Reset the headphones.

      Refer to the How to reset or initialize the WF-C510 article or view the How to reset video below:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    6. Initialise the headphones and pair them with the playback device again.
      1. Initialise the headphones.

        Initialisation returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

        Refer to the How to reset or initialize the WF-C510 article or view the How to initialize video below:

        Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      2. Refer to the appropriate article to perform the pairing again:
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones or the playback device.
      The issue is not resolved
      Go to the next troubleshooting step.
    7. Check if the issue also occurs when connected with other devices.
      The issue is resolved
      The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide