Sony SupportMHC-EX660

Article ID : 00382126 / Last Modified : 07/04/2026Print

Sound skips when using the WF-1000XM6

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    Before you start

    Solution

    Follow these steps to troubleshoot the issue:

    1. Check the sound quality mode or Wireless Playback Quality on both the headphones and the connected device.

      • Headphones settings:

        Note: If the headphones are connected with LE Audio, switch back to Classic Audio only (conventional connection method) in the LE Audio connection setting for headphones in the Sony | Sound Connect app before following these steps.

        1. Open the Sony | Sound Connect app, and connect the headphones and the device via Bluetooth.
        2. In the My Device tab, select All device settings → Connection, and set the Bluetooth Connection Quality to Prioritize Stable Connection.
      • The connected device settings (smartphone, Walkman, etc.): If you have the option to select the SBC or AAC codec in the Wireless Playback Quality setting, select AAC. For details, refer to the device manual.
      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. If you have connected the headphones to 2 devices simultaneously using the multipoint connection feature, disconnect the Bluetooth connection with a device you are currently not using.
      The issue is resolved
      When you are using the multipoint connection, the processing load goes heavy and the issue may occur. Disconnecting the Bluetooth connection with one device has resolved the issue.
      The issue is not resolved
      Go to the next troubleshooting step.

    3. Turn off the Service Link setting on the Sony | Sound Connect app.

      In the My Device tab, select All device settings → System, and turn off Service Link.

      The issue is resolved
      When you are using the Service Link feature, the processing load goes heavy and the issue may occur.
      The issue is not resolved
      Go to the next troubleshooting step.

    4. Check the location of the antenna on the connected device.

      Be careful not to cover the antenna on the connected device with a hand or something metallic or the issue may occur.

      The issue is resolved
      Covering the antenna on the connected device has caused the issue.
      The issue is not resolved
      Go to the next troubleshooting step.

    5. 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.

    6. Check the Wi-Fi settings on your home network and the connected device.

      • Use the 5 GHz band if you are using the Wi-Fi network.
      • If the Wi-Fi setting on the connected device is ON but you are not connecting with any devices using a Wi-Fi network, turn off the Wi-Fi setting.
      The issue is resolved
      The Wi-Fi settings may have caused the issue.
      The issue is not resolved
      Go to the next troubleshooting step.

    7. Turn off the “Adaptive Sound” Control and the “Speak-to-Chat” function on the Sony | Sound Connect app.

      If these settings are ON, music playback may be interrupted when the headphones detect your action. This may make you feel that the sound from the headphones is interrupted. To avoid this, turn off the settings.

      • To turn off the Adaptive Sound Control:
        1. Connect the headphones and smartphone via Bluetooth, and then launch the Sony | Sound Connect app.
        2. In the My Device tab, check the Adaptive Sound Control status. If the status shows other than Off (Staying, Walking, etc.), select right arrow on the right side of the Adaptive Sound Control menu.
        3. Turn off the Adaptive Sound Control.
      • To turn off the Speak-to-Chat function: In the My Device tab, select All device settings → Noise canceling/Ambient Sound, and turn off Speak-to-Chat.
      The issue is resolved
      The headphones settings have caused the issue.
      The issue is not resolved
      Go to the next troubleshooting step.
    8. 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.

    9. 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.

    10. Reset (restart) the headphones.

      Refer to the How to reset or initialize the WF-1000XM6 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 after the reset, 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.

    11. Initialize the headphones and pair them with the playback device again.

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

        Refer to the How to reset or initialize the WF-1000XM6 article or view the How to reset 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.
    12. 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