Sony WH-1000XM3 - v4.1.1 firmware failure?

[GapsOfTheGod]

Having updated my 1000xm3's over the wekeend, there seems to be an introduction of hiss and a background noise of what sounds like distant traffic (even though I can hear nothing at all without the headphones on) when using Active Noise Cancellation, which was previously stellar. The potency of the noise cancelling is noticeably weaker since updating (I'd estimate around 40% less). Familiar auditory environments which were previously rendered almost entirely silent are now notedly audible. I've checked that the noise cancelling slider is left-most, and indeed it is.

I'm also disappointed to find I can't ask Alexa to play music from Spotify, and I press the button and just say "Play Metallica", it responds with "Shuffling music by Metallica on Amazon Music", yet nothing plays at all.

This update is very much a downgrade as it stands.

[EdwinaU]

Hi there,

We'll look into this and get back to you as soon as we can. 

Best wishes,

Ed

[The_Black_Rose]

Hi GapsOfTheGod ,

Did you try resetting the headset to factory settings as explained here:https://bit.ly/2Drl51b?

Cheers,

The_Black_Rose

[GapsOfTheGod]

Hi there, yes, of course. I've carried out full factory resets and standard resets, neither of which has made any difference. 

[rakkuj]

I have a problem with lot of background noise when I take a call from my headphones, and my speak belongs to my own  ear. Something has changed, previously worked well. 

[The_Black_Rose]

Hi GapsOfTheGod,

I'd suggest trying to connect the headphones to a different phone to see if this still happens. Also, could you tell us if this happens when the headphones are connected via cable or Bluetooth or both?

Cheers,

The_Black_Rose

[GapsOfTheGod]

Hi there T_B_R, thanks for replying.

To provide context, this is the situation...

• I've tried resetting the headphones at least 3 times. 
• I've tried factory resetting them at least 3 times too.
• I've run the Noise Cancellation optimization numerous times, and this hasn't helped at all.
• I've updated to the latest (v4.1.1) firmware, and this is the cause of the issues, as noise cancelling was excellent on firmware v2.0.0. 
• Sony Headphones app version installed is v4.1.0.
• I've ensured that NC mode is activated, yet sound cancelling strength is approximately 40% less than before. This is the same prior to being connected to a mobile phone too, so is unrelated to the device they're paired with.
• I have tested them with my Huawei P20 Pro and my Oneplus 3, and experience the same issues with or without pairing.
  
  

So, the exact issue are as follows, since updating to v.4.1.1:

• Noise Cancellation is 40% less effective than when on v2.0.0.
• Alexa won't play Spotify music, yet Google Assistant will.
• When I ask Alexa or Google Assistant to play music through Amazon Music, it confirms the music I've selected, but doesn't actually play anything, despite telling me it will. When asking Alexa to do the same through the Amazon Music App it works fine (indicating that the implementation of Alexa / Google Assistant on the XM3's isn't working).
• When activating Alexa, and speaking a command, my voice sounds distorted (as picked up by the microphones). This distortion is not present when speaking to Google Assistant.
• I've also noticed that battery life has been impacted by the update. Within 5 hours of a full charge, the battery is down to 60%, whereas on v2.0.0 it would be between 80 and 90%.

Additional info:

• OS on both of my mobile phones is Android v8.1.0.
• Issues are the same whether connected via Bluetooth or cable.
• Reduction in Noise Cancelling obviously only applies to when NC mode is active.
• Alexa / Google won't play any music through Amazon Music (installed, signed-into and usable from the phone directly), regardless of which mode I'm on.

[luigi.lauro]

Experiencing exactly the same, I can 101% confirm.

Issues related to firmware 4.1.1 on Sony 1000xm3:

• 40-50% less noise cancelling effect (very noticeable on voices) [!!!]
• Battery usage seems higher (battery drains much faster)
• Possibility to disable voice notifications, which is a big improvement, is implemented in a very stupid way (e.g. it disables also pairing & battery level voice feedbacks)
• Background rumours are piped back in the headphones from external microphones whenever a call is made, even with ANC turned fully on (very easy to test, just turn ANC on, and then place a call... immediatly as you hit the 'call' button, before even the call connects, you will start hearing background noise similar to when the "Ambience" mode is turned on. Close the call and the ANC will instantly kick back in) [THIS ISSUE IS NOT NEW AND WAS PRESENT ALSO WITH PREVIOUS FIRMWARES]

For me it was very easy to confirm because I still own my MDR-1000x and I use the 1000xm3 in the office & while travelling around, and 1000x usually at home for convenience, since ANC needs are less extreme.

Before the firmware update there was a significant ANC performance gap between the two headphones, which I tested several times at home (when kids got too noisy, I switched over to my new 1000xm3 exactly for the improved ANC performance and muffling of voices). After the firmware update, in a side-by-side test by putting and removing the two headphones quickly one after the other in the same environment (house with TV turned on & kids speaking in background), my old 1000x performs much better than 1000xm3 especially on voices, which was not the case before the firmware update.

I tried everything to fix to no avail, specifically:

• Activating / de-activating ANC/Ambience, and moving the slides from 0 to 20
• Resetting settings 
• Factory reset of the headphones
• Letting them die out for battery 0% and then charging back to full

If this situation will not be remedied in a short time (either firmware downgrade to previous one, or new firmware fixing this issue), I will 101% be returning them, since they instantly became worse than my 1000x.

As a proof of the 'comparisons' tests I did to confirm the issue, I attach a picture of my 2 sony headphones (had also xm2, but sold them after buying 1000xm3).1000x & 1000xm3 side-by-side

[luigi.lauro]

Please do, with this firmware, they are performing much much worse than my old 1000x. I don't want to return them, but if they will stay this way I will be forced to 😞

[luigi.lauro]

I can confirm, I did reset & factory resets multiple times, to no avail, the much decreased ANC performance issue is still there 😞