Sony SupportWH-1000XM6

Article ID : 00269482 / Last Modified : 13/07/2025Print

The Noise Canceling effect is weak or not working (Headband/In-Ear)

    For WH-1000XM6 users
    Select another model

    Before you start

    • If the issue only occurs during a phone call, refer to the Noise canceling doesn't work, or white noise is heard during a call on the headphones article.
    • The headphones automatically measure the wearing condition and usage environment to constantly optimize noise canceling characteristics. Because of this, you may notice fluctuations in the noise canceling effect.
    • When the Noise Canceling function is turned on, you may hear white noise (a small electrical noise with continuous static sound). Turn off the Noise Canceling function and check to see if the issue is resolved.
    • If you are in a quiet place, or depending on the type of the noise, you may feel the noise canceling function is weak or the noise is heard louder. If this happens, remove the headset and wear it again.
    • If the mesh in front of the headphones’ microphones is dirty, the noise canceling function may not work well. Clean the headphones’ microphones and check to see if the issue is resolved. For details, refer to the How to care for and clean your WH-1000XM6 headphones article.

    Solution

    Follow these steps to troubleshoot this issue:

    1. Activate the Noise Canceling function.

      Press the NC/AMB (noise canceling/Ambient Sound Mode) button to turn on the Noise Canceling function. You will hear a notification sound when the function is turned on.
      The NC/AMB button is placed on the Left unit

      The noise canceling function works
      The issue was caused because the Noise Canceling function was Off.
      The noise canceling function does not work
      Go to the next troubleshooting step.

    2. Change the headphones settings using the Sony | Sound Connect app.

      When the Adaptive Sound Control is set to On, the headphones detect your action (running, walking, etc.) and automatically switches the settings of the Noise Canceling function to Ambient Sound Control. To make maximum use of the noise canceling function, follow these steps to set the Adaptive Sound Control to off, and adjust the Noise Canceling or Ambient Sound Control manually.

      Hint: If the Adaptive Sound Control is set to On, the Noise Canceling is adjusted and Adaptive Sound Control is activated according to your action.

      1. 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.
      2. In the My Device tab, select Device settings → Sound tab, and select Ambient Sound Control to adjust the setting. Tap the down arrow on the right side of the Ambient Sound Control menu, and select Noise Canceling.
      The noise canceling function works
      The issue was caused by the headphones settings.
      The noise canceling function does not work
      Go to the next troubleshooting step.

    3. Fit the headphones to your ears firmly.

      If the headset does not fit your ears, the noise canceling function may be significantly affected. To maintain the quality, make sure that headphones are worn properly. For details, refer to the Help Guide.

      The noise canceling function works
      The size or fitting conditions may have affected the noise canceling function.
      The noise canceling function does not work
      Go to the next troubleshooting step.

    4. Reset the headphones.

      For details on how to reset the headphones, refer to the Help Guide.
      Hint: 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 noise canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The noise canceling function does not work
      Go to the next troubleshooting step.
    5. Initialize the headphones, and then try the pairing again.

      For details on how to Initialize the headphones, refer to the Help Guide.
      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      The noise canceling function works
      The issue may be caused by a temporary malfunction of the headphones.
      The noise canceling function does not work
      The noise canceling function is most effective for low frequency (bass) noise, such noise made by vehicles or air conditioning, but not all sounds can be completely canceled. Try other conditions to test the effectiveness of the noise canceling function.

    Go to the Headphones Troubleshooting Guide