WH-1000XM5 powers off randomly

[nilsingvarsson]

I'm having issues with my brand new XM5's. They sometimes powers off while I'm using them.

It has happened twice now - while listening to music and during a call (which was particularly annoying).

I never had any of these issues with my XM4's. 

After a quick search I found a topic on Reddit that other users have the same problem: 
https://www.reddit.com/r/SonyHeadphones/comments/uv1ehp/wh1000xm5_shutting_off_randomly/

A workaround seems to be to deactivate the setting for automatic shut down, but this is not a solution.

Again, this problem was not an issue with the XM4's, and that setting is very useful and should be able to work properly. Especially since these are expensive premium headphones.

Do you know if there's a firmware fix being worked upon?

[Piscie]

Hey @nilsingvarsson, is there a specific pattern for them to get turned off? For example after 1 hr of use or randomly? I have also found this, you can follow these steps and check again.

[nilsingvarsson]

Hi @Piscie, thanks for the reply. 

For me I haven't found a pattern. It seems random. Happened today as well, while on a Discord group chat.

Thanks for the link. I haven't tried to reset and re-initialize the headphones.

Since other users experience the same problem, it seems to be a software issue...

[SkyNet404]

You should keep us updated as well and I would say even if you suspect it's related to software, you should initialize it still, maybe test it with other devices. 

[nilsingvarsson]

Hi @SkyNet404 and thanks for the reply.

So I've tried the headphones on a Galaxy S20+ and S21 Ultra. Same problem on both. 

@Piscie I might have found a pattern... I've been talking walks and listening to Spotify or talking on the phone, and after about 8-10 minutes (funnily almost at the same location along my route every time) they power off without warning. I turn them on and they reconnect and the music plays or the call continues as it were. This has happened several times now. Maybe I'll need to change my route 😂, but it does seem like a software/firmware problem though...

I've not experienced more than 1 power off during the walk which is about 30 minutes.

[HannahEd01]

Hey nilsingvarsson, I really recommend trying the reset and the initializing still. 

Also, weird man! Every day on the same spot? Maybe change the route or test at home and see what happens.

[nilsingvarsson]

Yesterday I reset and initialized the headphones. Lied down in bed listening to Spotify for about 10-15 minutes and then suddenly the headphones powered off. I did not do anything other than lying still...

I'm sorry, but I have now tried everything recommended and still the problem occurs. This HAS to be a firmware/software issue.

Again, I never had this issue with my XM4 with the same mobile phones.

[Piscie]

Hello @nilsingvarsson, try reaching out to the Sony reps directly in this case! Anymore digging in different places would just confuse things more since you've tried all the troubleshooting steps already.