topic Re: Sony WH-1000XM3 - v4.1.1 firmware failure? in Portable Audio

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

GapsOfTheGod — Mon, 21 Jan 2019 10:44:15 GMT

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.

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

EdwinaU — Wed, 23 Jan 2019 19:28:51 GMT

Hi there,

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

Best wishes,

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

The_Black_Rose — Thu, 24 Jan 2019 19:43:56 GMT

Hi GapsOfTheGod ,

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

Cheers,

The_Black_Rose

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

GapsOfTheGod — Thu, 24 Jan 2019 19:48:56 GMT

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

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

rakkuj — Thu, 24 Jan 2019 19:57:10 GMT

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.

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

The_Black_Rose — Fri, 25 Jan 2019 14:04:19 GMT

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

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

GapsOfTheGod — Fri, 25 Jan 2019 14:19:45 GMT

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.

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

luigi.lauro — Sat, 26 Jan 2019 11:28:18 GMT

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

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

luigi.lauro — Sat, 26 Jan 2019 11:37:42 GMT

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 😞

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

luigi.lauro — Sat, 26 Jan 2019 11:38:19 GMT

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

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

The_Black_Rose — Mon, 28 Jan 2019 18:27:09 GMT

Hi GapsOfTheGod,

I'll try to pass this to Sony.

Regards,

The_Black_Rose

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

nickjf20 — Mon, 28 Jan 2019 22:27:13 GMT

Is there any way to downgrade the firmware?

Aside from the reduction in NC quality, the XM3s also seem less bass orientated than before (which is no bad thing!)

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

Trillion2k — Tue, 29 Jan 2019 01:41:52 GMT

I purchased a pair of refurbished Sony wh-1000xm3's from a Sony center, recieved them this morning, was really hyped to get a pair especially at a reduced price, but the noise cancellation hardly works I'm guessing something is wrong, I get a sort of wind noise when it's on even inside in a silent environment and can pretty much still here everything. Tried everything ie resets even tested on YouTube vids with airplane noise, train noise , office ambiance and I can still hear it. The ambient sound off mode is the same as the noise cancelling mode for blocking out sound it is like I am just getting passive noise cancellation from the overhead cans, oh and a wind noise. I updated it straightaway so I don't know if it is the firmware or not.

Really disappointed as I was so hyped about getting a pair of these 😞

Looks like I am going to have to ring the Sony center tommorrow where I got them from and either get a refund which I don't want I want working and headphones or maybe they can be fixed.

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

mrlemur — Tue, 29 Jan 2019 14:19:01 GMT

I can confirm the ANC is very bad after the update.

Sony, please fix this as soon as possible. It is not acceptable to DOWNGRADE features on a product after release, especially on headphones this expensive.

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

ThaDoggFather85 — Tue, 29 Jan 2019 18:01:41 GMT

@The_Black_Rose I can also confirm the same issues after the firmware upgrade to 4.1.1 - the noise cancellation on the WH-1000XM3 is noticeable worse than it was prior to the update and the bass is lower too. I wish I had never updated, I didn't even need the new assistant features, but the Sony Headphone Android app kept pestering me to update the firmware with a banner.

If Sony are unable to fix the firmware, please could they make a firmware downgrade option available to restore the previous functionality of the headphones, they used to be the best noise cancelling headphones and that's why I paid a premium price for them.

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

GapsOfTheGod — Tue, 29 Jan 2019 18:08:52 GMT

@ThaDoggFather85 wrote:
@The_Black_Rose I can also confirm the same issues after the firmware upgrade to 4.1.1 - the noise cancellation on the WH-1000XM3 is noticeable worse than it was prior to the update and the bass is lower too. I wish I had never updated, I didn't even need the new assistant features, but the Sony Headphone Android app kept pestering me to update the firmware with a banner.

If Sony are unable to fix the firmware, please could they make a firmware downgrade option available to restore the previous functionality of the headphones, they used to be the best noise cancelling headphones and that's why I paid a premium price for them.

A downgrade in firmware would be great. I would like to have Alexa integration, but a working one, and one that doesn't impact the primetime Noise Cancelling feature of the headphones.

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

Phyzer228 — Tue, 29 Jan 2019 20:36:15 GMT

Does anyone know if the WH-1000XM2 has the same issues after the update?

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

vpaquette — Tue, 29 Jan 2019 23:14:35 GMT

I updated my WH-1000XM2 to 4.1.1 and have the same issues along with an added issue mine power off after 3 to 8 minutes it varies and never the same amount of time twice. This is while listening to music or watching video on my Google Pixel 3 XL and my iPad Pro. Called support but since it's out of warranty they wanted me to pay to send them in to get fixed. However he was unaware of a fix. I went and did both resets to no avail. So now I'm stuck using the 3.5mm cable and ANC sucks now. I travel for a living so I'm on a plane twice a week and it is awful. The worst part is I can't fin anyian talking about the XM2 having issues from 4.1.1 yet.

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

GordonWTee — Wed, 30 Jan 2019 15:49:38 GMT

Sony Support are completely useless. They keep asking me what phone I am connecting the headphones to, which is completely irrelevant as the problem is the noise cancelling, not the connected device.

I wish I had never updated as the SC is not even as good as my old Bose qc25’s.

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

GapsOfTheGod — Wed, 30 Jan 2019 15:55:47 GMT

Yes, I must agree. I've been going back and forth with Sony support since the day the update dropped. They continue to ask the same questions over and over again, and give no signs that they understand what the issue is. "Have you tried it with a different phone?", "Have you reset it?" "Have you charged it fully with the supplied cable?" etc etc.

As it stands, unless Sony can acknowledge an issue, these ex-Noise Cancelling powerhouses will be returned for a refund, or perhaps replacement (providing the replacement unit's not been updated to v4.1.1).