Sony Support

Article ID : 00282241 / Last Modified : 12/08/2022Print

While on a phone call or voice chat, I cannot hear the other party's voice or they cannot hear mine.

    Follow these steps to troubleshoot the issue:

    1. Select the headphones model:
      INZONE H9 or INZONE H7
      Go to step 2.
      INZONE H3
      Go to step 5.
    2. Select the situation the issue occurs:
      The game console (computer or PlayStation®5) is connected to the headphones using the USB transceiver
      Go to step 4.
      The smartphone or any other device is connected to the headphones via Bluetooth
      Go to step 3.
    3. Check the following on the connected device:
      1. Turn up the volume setting on the Bluetooth device.
      2. If the issue is not resolved, disconnect the Bluetooth connection with the headphones once and reconnect them.
      The issue is resolved
      The Bluetooth connection may have been temporarily unstable.
      The issue is not resolved
      Go to step 15.
    4. Disconnect the USB transceiver once, and reconnect it firmly.

      Notes:

      The issue is resolved
      The connection between the headphones and the USB transceiver may have been temporarily unstable.
      The issue is not resolved
      Go to step 6.
    5. Disconnect the 4-pole mini plug of the headphones once, and reconnect it firmly.

      Notes:

      • If you are using a computer, disconnect and reconnect the plug between the USB audio box and the computer, as well as the audio box and the headphones. Connect the USB audio box directly to the computer, not using a USB hub.
      • If you are using the PlayStation 5, connect the headphones to a controller.
      • For details on how to connect the headphones, refer to the Connecting the headset to a computer or PlayStation®5 (INZONE H3).
      The issue is resolved
      The issue may have been caused by the connection with the computer or PlayStation 5.
      The issue is not resolved
      Go to step 7.
    6. End the Bluetooth connection with any device you are not using for the call or chat.

      Note: Use the Bluetooth device to end the Bluetooth connection with the headphones. A notification sound indicates the disconnection.

      The issue is resolved
      When using a wireless 2.4 GHz connection with a computer or PlayStation 5 and a Bluetooth connection at the same time, the microphone input of the headphones is used for a call or chat with the connected device via Bluetooth, and you cannot chat on the computer or PlayStation 5.
      The issue is not resolved
      Go to step 7.
    7. Check the settings of the gaming or calling application.

      Note: For details on the settings refer to the manual of the support site of each application.

      • Check the sound output and input settings for the voice chat.

        For INZONE H9, INZONE H7

        For INZONE H3

      • If you use the Push to Talk settings on the application, unmute the boom microphone before starting the call or chat.
      The issue is resolved
      The issue may have been caused by the setting of the application.
      The issue is not resolved
      • If you are connecting the headphones with a computer and you cannot hear the other party's voice, go to step 8.
      • If you are connecting the headphones with a PlayStation 5 and you cannot hear the other party's voice, go to step 10.
      • If the other party cannot hear your voice, go to step 12.
    8. Set the Output settings of the computer to INZONE H9 / INZONE H7 - Game or INZONE H3.

      Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      For INZONE H9, INZONE H7

      For INZONE H3

      Note: Depending on the application, the other party's voice may not be heard if you use the app to switch the setting during the talk.

      The issue is resolved
      The issue may have been caused by the computer sound output settings.
      The issue is not resolved
      Go to step 9.
    9. Adjust the volume on the computer.

      Left-click the Speaker icon on the computer to turn up the volume and check if the issue is resolved.

      The issue is resolved
      The issue may have been caused by the Master Volume setting.
      The issue is not resolved
      Go to step 10.
    10. Turn up the volume using the headphones' VOL (volume) –/+ dial.

      You can turn up the volume by turning the VOL (volume) –/+ to the + side.

      The issue is resolved
      The issue was caused by the volume settings.
      The issue is not resolved
      • For INZONE H9 or INZONE H7: Go to step 11.
      • For the INZONE H3: Go to step 15.
    11. Adjust the volume balance between game and chat.

      You can use the GAME/CHAT (game/chat balance) button or INZONE Hub software.

      Hint: How to use the GAME/CHAT (game/chat balance) button on the headphones:

      • When you press the CHAT button, the game sound will be quieter and the voice chat sound will be easier to hear.
      • When you press the GAME button, the voice chat sound will be quieter and the game sound will be easier to hear.
      Note: The GAME/CHAT (game/chat balance) button is only effective for adjusting the volume balance of the game console connected via the USB transceiver. The volume balance with a Bluetooth device cannot be adjusted.
      The issue is resolved
      The issue was caused by the volume balance.
      The issue is not resolved
      Go to step 14.
    12. Adjust the microphone level of the computer or PlayStation 5.
      • For Windows computer
        Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.
        1. On the Start menu, open Settings.
        2. Select System → Sound.
        3. On the Recording tab, select INZONE H9 / INZONE H7 - Chat or INZONE H3 according to your model and click the Properties button.
        4. Select the Level tab, and slide the bar to adjust the level.
      • For PlayStation 5
        1. On the Control Center screen, select Microphone.
        2. Select Adjust Microphone Level → Microphone Level, and slide the bar to adjust the level.
      The issue is resolved
      The issue may have been caused by the microphone setting.
      The issue is not resolved
      • If you are connecting the headphones with a computer, go to step 13.
      • If you are connecting the headphones with a PlayStation 5, go to step 14.
    13. Set the microphone setting to INZONE H9 / INZONE H7 - Chat or INZONE H3 according to your model.

      Note: The following procedure uses a Windows 10 computer for reference. The menu items displayed on the computer may vary depending on the OS version.

      For INZONE H9, INZONE H7

      For INZONE H3

      The issue is resolved
      The issue may have been caused by the microphone level setting.
      The issue is not resolved
      • For INZONE H9 or INZONE H7: Go to step 14.
      • For the INZONE H3: Go to step 15.
    14. Try pairing again the headphones and the USB transceiver.

      Follow these steps to perform pairing again with the USB transceiver:

      1. Connect the USB transceiver to a computer or PlayStation 5.
      2. Press and hold the Connect button on the USB transceiver for about 5 seconds or more.
        Note: The USB transceiver goes into the pairing mode, and the Connect indicator on the USB transceiver repeatedly flashes in white twice in a row.
      3. Turn on the headphones.
        When the pairing is complete, a notification sound is heard and the Connect indicator on the USB transceiver lights up in white.
      The issue is resolved
      The issue may have been caused by the connection between the headphones and the USB transceiver.
      The issue is not resolved
      Go to step 15.
    15. Close the gaming app once, and restart it.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the gaming app.
      The issue is not resolved
      Go to step 16.
    16. Restart the connected device.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the connected device.
      The issue is not resolved
      • For INZONE H9 or INZONE H7: Go to step 17.
      • For INZONE H3: The headphones may be malfunctioning, and service may be required.
    17. Reset the headphones.

      Note: The Bluetooth pairing information and other settings are retained after the reset.

      1. Connect the headphones to an AC outlet.
      2. Press and hold the (power) button and (Bluetooth) button for about 8 seconds or more.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 18.
    18. Initialize the headphones.

      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      1. Disconnect the USB Type-C cable and turn off the headphones.
      2. Press and hold the (power) button and (Bluetooth) button for about 10 seconds or more.
      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.