topic Re: WH-1000XM5 powers off randomly in Portable Audio

WH-1000XM5 powers off randomly

nilsingvarsson — Tue, 19 Jul 2022 22:58:21 GMT

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?

Re: WH-1000XM5 powers off randomly

Piscie — Thu, 21 Jul 2022 16:34:53 GMT

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.

Re: WH-1000XM5 powers off randomly

nilsingvarsson — Thu, 21 Jul 2022 23:18:34 GMT

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...

Re: WH-1000XM5 powers off randomly

Anonymous — Thu, 28 Jul 2022 16:23:11 GMT

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.

Re: WH-1000XM5 powers off randomly

nilsingvarsson — Wed, 10 Aug 2022 20:10:31 GMT

Hi @Anonymous 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.

Re: WH-1000XM5 powers off randomly

HannahEd01 — Fri, 12 Aug 2022 16:43:13 GMT

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.

Re: WH-1000XM5 powers off randomly

nilsingvarsson — Wed, 24 Aug 2022 09:56:14 GMT

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.

Re: WH-1000XM5 powers off randomly

Piscie — Wed, 24 Aug 2022 15:04:48 GMT

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.

Re: WH-1000XM5 powers off randomly

mk1701 — Wed, 26 Mar 2025 10:20:41 GMT

This is still happening, end of Q1 2025. A couple of firmware updates since purchase, turning off the 'Auto Turn Off', and otherwise dialling it down as much as possible.

These headphones arbitrarily disconnect themselves entirely at random. Even in meetings, they will disconnect.

Re: WH-1000XM5 powers off randomly

TheGOAT — Sun, 30 Mar 2025 14:08:08 GMT

Hi @mk1701,

From the information on this thread, have you tried any troubleshooting steps like resetting or initializing the headset?

Re: WH-1000XM5 powers off randomly

jokelly48 — Wed, 02 Apr 2025 08:36:33 GMT

Me too. Mist recent s/w and re-initialised.

Re: WH-1000XM5 powers off randomly

MaggieGreene — Mon, 07 Apr 2025 15:47:14 GMT

Hey @jokelly48, what is the software version of your headset?

Make sure to follow the steps here and test again: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000673390.html

If the issue remains, reset your headset by following the steps here: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000541012.html

Re: WH-1000XM5 powers off randomly

mk1701 — Tue, 08 Apr 2025 14:30:58 GMT

Thanks for the response, I cleared it and then factory reset it. I ended up removing the headphones from my S24, so just one concurrent connection to deal with, and it's been stable enough.