WH-1000XM5 and iPhone - several issues, incl. ear-shattering audio levels

[arisalmi]

Hello,

I have a following setup in use:

1. WH-1000XM5

2. Apple iPhone 13 Pro

3. Dell PC with Windows 10

I am using the multi-device connect, i.e. I am connecting the headphones to the two devices at the same time. I've observed following behaviour:

Microphone's gone: when I go for a walk, leaving my laptop to home and taking phone with me, the headphones soon disconnect automatically from the PC (because I am too far from the device). In such cases the microphone does not work on the phone - if I send a voice message on WhatsApp, the voice message is simply flat line: no audio at all. iPhone's own microphone do not work either.

Workaround: reconnect the headphones.

Volume levels are ear-shattering: the headphones go to max. volume levels in a following scenario, using the iPhone:

1. I play anything (Spotify, Storytel audio books, anything) and have a volume setting at 50%

2. I start recording a voice message in WhatsApp without separately pausing the music / audiobook

3. I send the voice message and the music resumes automatically <- at this stage the volume is 100% and ear-shattering

The latter issues is potentially  a health concern as the volume, at 100%, is incredibly loud.

So, any ideas what to do? 

[SkyNet404]

First one I think it's normal since you still have it in multi-point connection mode while you're far from the laptop, so I just recommend connecting it only to the iPhone while you're away from the laptop
Second Issue, I would suggest checking the multi-point settings through Headphones connect app: https://bit.ly/3A8FqEz & https://bit.ly/3dHboR2
If it's the same, try to reset it and test it once more: https://bit.ly/3P1FHiF.

[Arisalmi-]

Hello!

"First one I think it's normal since you still have it in multi-point connection mode while you're far from the laptop, so I just recommend connecting it only to the iPhone while you're away from the laptop"

Clarification to the original post:

1. I've connected the headphones to PC and iPhone

2. Microphone works. I can use it to send voicemessages in WhatsApp using the iPhone

3. I head outside and the headphones disconnect from the PC

4. Now the microphone doesn't work in the iPhone at all - not iPhone's own mic or headphone mic, nothing.

So I don't consider this to be normal behaviour plus it's would be odd to have a multipoint connectivity which doesn't work. 

[Arisalmi-]

Oh, also it seems that my nickname changed for one reason or another. Well, happens!

[Timofe96]

Hello together,

I have the same problem with the ear-shattering audio levels.

Are there any Solutions from Sony?

Best Regards

Timofe

[TheMaze]

Hi, you can try resetting the headphones: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html or initializing them to their factory default settings: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541013.html 

After making sure that the headphones' software is up-to-date, of course: https://www.sony.co.uk/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/softw...