Sony SupportWF-G700N / INZONE Buds

Article ID : 00302264 / Last Modified : 05/04/2024Print

There is no sound, the sound is too low, or the volume balance between game and chat is unbalanced. (INZONE Buds)

    Follow these steps to troubleshoot the issue:

    Note: If this issue occurs during a phone call or voice chat, refer to the article While on a phone call or voice chat, I cannot hear the other party's voice or they cannot hear mine.
    1. Select the situation in which the issue occurs:
      The game console (computer or PlayStation®5) or smartphone is connected to the headphones using the USB transceiver
      Go to step 3.
      The smartphone or any other device is connected to the headphones via Bluetooth
      Go to step 2.
    2. Check the following on the connected device:
      1. Turn up the volume on the Bluetooth device.
      2. Check the LE Audio setting on the smartphone:
        1. To open the Bluetooth settings screen on the smartphone, select Settings → Device connection.
        2. Select the Settings icon to the right of the headphones' model name.
        3. Check the LE Audio setting status. If it is set to OFF, tap the status bar to turn it ON.
      3. If the issue is not resolved, disconnect the Bluetooth connection with the headphones once and reconnect them.
      The issue is resolved
      The device has not been connected using the LE Audio feature, or the Bluetooth connection may have been temporarily unstable.
      The issue is not resolved
      Go to step 8.
    3. Disconnect the USB transceiver once, and reconnect it firmly.

      Notes:

      The issue is resolved
      The connection between the headphones and the USB transceiver may have been temporarily unstable.
      The issue is not resolved
      • If you are connecting the headphones to a smartphone, go to step 4.
      • If you are connecting the headphones to a computer, go to step 5.
      • If you are connecting the headphones to a PlayStation 5, go to step 7.
    4. Adjust the volume on the smartphone.

      Turn up the volume on the smartphone's side button or in the settings and check if the issue is resolved.

      The issue is resolved
      The issue may have been caused by the smartphone sound output settings.
      The issue is not resolved
      Go to step 8.
    5. Adjust the volume on the computer.

      Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      1. On the Start menu, open Settings.
      2. Select System → Sound.
      3. Set the Output settings to INZONE Buds - Game.
      The issue is resolved
      The issue may have been caused by the computer sound output settings.
      The issue is not resolved
      Go to step 6.
    6. Adjust the volume on the computer.

      Left-click the Speaker icon on the computer to turn up the volume and check if the issue is resolved.

      The issue is resolved
      The issue may have been caused by the Master Volume setting.
      The issue is not resolved
      Go to step 8.
    7. Set the Audio Output setting of the PlayStation 5.

      On the PlayStation 5 Home screen, select Settings.

      1. Select Sound → Audio Output.
      2. Set the Output Device setting to USB Headset (INZONE Buds).

      Hints: If you would like to use the PlayStation 5 controller to change the setting, push the PS button on the controller, select Sound → Audio Output, and then set the Output Device setting to USB Headset (INZONE Buds).

      The issue is resolved
      The issue may have been caused by the PlayStation 5 sound output settings.
      The issue is not resolved
      Go to step 8.
    8. Turn up the volume using the headphones' touch sensor.

      You can adjust the volume by tapping the R (right) unit touch sensor during music playback. The volume increases by one level for each tap.

      Notes:
      • To operate the touch sensor, use the thumb and middle finger to hold the headphones, and tap the center of the touch sensor using the pad of the index finger. If you tap with the nail or fingertip, tap the rim of the touch sensor, or press the touch sensor too strongly, the headphones may not work well.
      • If the volume is set low on the Bluetooth-connected device, the volume may not increase as expected by using the headphones' dial. If this is the case, turn up the volume on the connected device.
      The issue is resolved
      The issue may have been caused by the volume settings.
      The issue is not resolved
      • If the game console (computer or PlayStation 5) or smartphone is connected to the headphones using the USB transceiver, go to step 9.
      • If the smartphone or any other device is connected to the headphones via Bluetooth, go to step 10.
    9. Adjust the volume balance between the game and chat.

      You can assign the touch sensor function to the Game/Chat Balance Control function using the INZONE Hub software. Doing so enables an easy switch in which volume to be heard lower between the voice or game audio.

      The issue is resolved
      The issue may have been caused by the volume setting.
      The issue is not resolved
      Go to step 10.
    10. Check the settings of the application.

      On the application setting, make sure that the sound output setting for the voice chat is set to INZONE Buds- Chat. If you are connecting the device via Bluetooth, make sure that the sound output setting of the voice chat is set to INZONE Buds.

      Note: For details on the settings refer to the manual of the support site of each application.

      The issue is resolved
      The issue may have been caused by the setting of the application.
      The issue is not resolved
      • If the game console (computer or PlayStation 5) or smartphone is connected to the headphones using the USB transceiver, go to step 11.
      • If the smartphone or any other device is connected to the headphones via Bluetooth, go to step 12.
    11. Try pairing again the headphones and the USB transceiver.

      Follow these steps to perform pairing again with the USB transceiver:

      1. Connect the USB transceiver to a computer or PlayStation 5.
      2. Set the earbuds into the charging case and open the lid.
      3. While the charging case lid is open, press and hold the Pairing button of the charging case for about 5 seconds or more.
        Note: The headphones go into the pairing mode, and the indicator on the charging case repeatedly flashes in blue twice in a row.
      4. Press and hold the Connect button on the USB transceiver for about 5 seconds or more. The USB transceiver goes into the pairing mode, and the Connect indicator on the USB transceiver repeatedly flashes in white twice in a row.
        Note: To press the Connect button, use something with a thin tip that will not break, like a paperclip.
      5. Remove the headphones from the charging case and put them into the ears. When the pairing is complete, a notification sound is heard and the Connect indicator on the USB transceiver lights up in white.
      The issue is resolved
      The issue may have been caused by the connection between the headphones and the USB transceiver.
      The issue is not resolved
      Go to step 12.
    12. Close the application once, and restart it.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the gaming app.
      The issue is not resolved
      Go to step 13.
    13. Restart the connected device.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the connected device.
      The issue is not resolved
      Go to step 14.
    14. Reset the headphones.

      Note: The Bluetooth pairing information and other settings are retained after the reset.

      1. Set the earbuds into the charging case.
      2. Leaving the charging case open, press and hold the reset button on the back of the charging case for about 20 seconds or more. After about 15 seconds, the indicator on the charging case flashes in orange for about 5 seconds.
      3. When the indicator turns off, release the finger. When the reset is complete, the charging starts and the indicator on the charging case lights up in orange or green.

      You can view a video on how to reset the headphones:

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

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 15.
    15. Initialize the headphones.

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

      1. Set the earbuds into the charging case.
      2. Leaving the charging case open, press and hold the initialize button on the back of the charging case for about 15 seconds or more. After about 15 seconds, the indicator on the charging case flashes in orange for about 5 seconds.
      3. Release the finger within 5 seconds after the indicator on the charging case starts flashing in orange. When the initializing is complete, the indicator flashes in green 4 times.
      4. After the initialization is complete, delete the pairing information on the smartphone's Connected devices list, and then perform pairing to connect with the smartphone again.

      You can view a video on how to initialize the headphones:

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

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.