Sony SupportWH-G910N / INZONE H9 II

Article ID : 00366547 / Last Modified : 13/11/2025Print

While on a phone call or voice chat, I cannot hear the other party's voice or they cannot hear mine (INZONE H9 II)

    Follow these steps to troubleshoot the issue:

    Note: 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. You cannot chat on the computer or PS5™.

    1. Select the situation the issue occurs:
      The game console (computer, PlayStation 5, or USB Type-C® compatible smartphone) is connected to the headphones using the USB transceiver
      Go to step 3.
      The smartphone or any other device is connected to the headphones via Bluetooth
      Go to step 2.
      The game console (computer, PlayStation 5, or smartphone with headphone cable port) is connected to the headphones using the headphone cable
      If you are listening to music with the headphones, stop playback and press the (Bluetooth) button to respond to an incoming call. If the issue is not resolved, go to step 4.
    2. 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.
        Hint: Set the Bluetooth profile to HFP (Hands-free Profile) or HSP (Headset Profile).
      The issue is resolved
      The Bluetooth connection may have been temporarily unstable.
      The issue is not resolved
      Go to step 6.
    3. Disconnect the USB transceiver once, and reconnect it firmly.

      Notes:

      • Make sure that the slide switch of the USB transceiver is set to the correct side (PC or OTHER).
      • Connect the USB transceiver directly to the computer or PlayStation 5.
      • For details on how to connect the headphones, refer to the Help Guide.
      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 5.
    4. Disconnect the 5-pole mini plug of the headphones and 4-pole mini plug from the connected device once, and reconnect it firmly.
      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 6.
    5. 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 6.
    6. 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.
        On the application setting, make sure that the sound output setting for the voice chat is set to INZONE H9 II - Chat.
        Note: If you are connecting the device via Bluetooth, make sure that the sound output setting of the voice chat is set to INZONE H9 II.
      • 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 7.
      • If you are connecting the headphones with a PlayStation 5 and you cannot hear the other party's voice, go to step 9.
      • If the other party cannot hear your voice, go to step 11.
    7. Set the Output settings of the computer to INZONE H9 II - Game.

      Note: The following procedure uses a Windows 11 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. Set the Output settings to INZONE H9 II - Game.

      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 8.
    8. 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 9.
    9. 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
      Go to step 10.
    10. 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 13.
    11. Check if the boom microphone is firmly attached and turn it on.
      • Align the shape of the plug with the terminal and insert the microphone until you hear a click. If the plug is not connected properly, the microphone will not function.
      • Make sure the boom microphone is turned on. When the microphone on or off indicator turns off, the microphone can be used.

      Note: If you can see the area outlined by the dotted line in the image below (that is, if there is a visible step between the SONY logo on the cable side and where you insert the boom microphone), the microphone is not fully inserted.

      The issue is resolved
      The boom microphone wasn't inserted all the way.
      The issue is not resolved
      Go to step 12.
    12. Adjust the microphone level of the computer or PlayStation 5.
      • For Windows computer
        Note: The following procedure uses a Windows 11 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 Input tab, select INZONE H9 II - Chat.
        4. On the Volume tab, 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 II - Chat.

      Note: The following procedure uses a Windows 11 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 Input tab, select INZONE H9 II - Chat.
      The issue is resolved
      The issue may have been caused by the microphone level setting.
      The issue is not resolved
      Go to step 14.
    14. Try pairing again the headphones and the USB transceiver.

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

      1. Press and hold the connect button on the USB transceiver and the (power) button on the headphones for about 5 seconds or more.
      2. After the headphones enter the pairing mode, a notification sound is heard from the headphones, and the connection indicator on the USB transceiver and the power indicator on the headphones flashes twice alternately. Then you will hear a voice guidance say Pairing.

      After the pairing is complete, a notification sound is heard from the headphones, and the connection 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
      Go to step 17.
    17. Reset the headphones.

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

      Connect the headphones to an AC outlet.

      1. Press and hold the (power) button and (Bluetooth) button for about 5 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.

      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.