Sound skipping on WH-1000XM4

[sban0302]

I`m having some sound skipping issues with WH-1000XM4. 

The tune (similar to the tune you hear when you connect to bluetooth) rings while I play music, which is pretty disturbing....

This happened to my tablet (iPad) and my phone (Pixel 3), but have not tried others because those are the only devices I have...

This happens regardless of the place - in the city, kitchen, or in middle of the city..

It does get better when I prioritize stable connection... not 100%, but doesn`t bother me as much. 

However, the fact that I cannot enjoy the best quality kind of disappoints me, and if this is a malfunction of the headphone, I would want to replacement. 

Do you guys have similar issues, or maybe any suggestions to fix this situation? 

[Joe_Dohn]

Have you tried turning off the tone?

[sban0302]

Many thanks Joe, 

The tune did go away... but the sound skipping still happens now and then, just without the tune.

I did trying turning off the sensor that pauses when I remove the headphone from my ear, but it still happens. 

[Joe_Dohn]

Try resetting them, and failing that go for the factory initialization.

Usually, the reset is enough to counter glitches like this.

Hope this helps!

- JD

[sban0302]

Hi Joe,

I tried both ways but still having the issue. I guess I will have to ask for replacement...

I also recognized that the bluetooth will be disconnected when I charge the headphone while it`s connected. 

Is this how it`s supposed to be? 

Thanks again very much Joe.

[Joe_Dohn]

Yes, it's supposed to turn off.

Quote from Help Guide: " If charging starts while the headset is on, the headset will turn off automatically".

Have you received an update about the replacement though?

- JD

[sban0302]

Hi Joe, 

Sorry I haven`t been able to make the tiem tolook into where I should contact for the replacement. 

I am happy to accept as solution once I find the form. 

Thanks, 

Shohei