topic Re: WH-1000XM3 rustling sound on noise cancelling mode in Portable Audio

WH-1000XM3 rustling sound on noise cancelling mode

edmondtam — Wed, 25 Dec 2019 12:00:16 GMT

Hi,

I have a 6-month-old WH-1000XM3 which has been recently making a soft but audible rustling sound when noise cancelling is on. The firmware is the latest 4.2.2 version, and this problem happens while it is connected via Bluetooth to my Android Samsung Galaxy S8 and my Windows 10 laptop.

At times, I am able to get rid of this noise by switching the device on and off, although most of the time it just comes back within a few minutes. Similarly, cycling through noise cancelling - ambient noise on - ambient noise off - noise cancelling can get rid of this noise, but soon the noise will come back.

I have a few questions:

Are others facing the same issue, and if so have you been able to resolve the problem?
I would like to repair the headphones, but I'm actually afraid this problem cannot be effectively reproduced - any suggestions?
Can I repair the headphones while not in the UK (where my product is registered)?

Many thanks for all the help!

Best,

Edmond

Re: WH-1000XM3 rustling sound on noise cancelling mode

Anonymous — Thu, 26 Dec 2019 16:31:56 GMT

Hi Edmond,

Have you tried a factory reset?

Best wishes,

Re: WH-1000XM3 rustling sound on noise cancelling mode

edmondtam — Thu, 09 Jan 2020 10:54:43 GMT

Hi Michael,

Yes I have, and have updated firmware to the latest version too. Do you have any other suggestions to try?

Thanks,

Edmond

Re: WH-1000XM3 rustling sound on noise cancelling mode

The_Black_Rose — Wed, 15 Jan 2020 16:26:15 GMT

Hi Edmondtam,

I think this may be a normal performance of the headphones . I mean because the noise canceling feature can be influenced by a variety of external factors; both environmental, like air pressure and contextual like ambient noises.

The noise cancellation also works works independently for the Left and the Right channel. The Sound compensation predicts the noise, providing inverse signals to the speakers who will then eliminate the noise.

Also, the repair doesn't require online registration as far as I am aware.

I wonder if you've tried resetting or initializing the headphones though

Cheers,
The_Black_Rose

Re: WH-1000XM3 rustling sound on noise cancelling mode

Win32_BIOS — Thu, 16 Jan 2020 11:33:57 GMT

Getting the same, on my 10 day old WH-1000XM3.

Firmware 4.2.2

Factory reset did nothing.

Soft reset mitigates the issue for maybe a few hours.

On and off can sometimes mitigate the issue.

Full Noise Cancelling gives off a rustling noise on my right side - almost as if something is crawling inside.

Same for Wind Noise Reduction.

Ambient Sound 1 through 20 doesn't create the noise.

The only solution I have is to drown out the rustling by playing music just loud enough.

Just NC and this rustling makes my skin crawl within a few minutes.

Others on the internet have reported this rustling noise on the left side, but I haven't found anything useful to fix this.

Re: WH-1000XM3 rustling sound on noise cancelling mode

edmondtam — Thu, 16 Jan 2020 13:48:46 GMT

Thanks for helping to confirm Win32_BIOS. My issue is exactly the same, tried the same resets and settings as you. It's only affecting the left cup but just wouldn't go away without being reset for a while.

Any technical suggestions from Sony would be appreciated.

Re: WH-1000XM3 rustling sound on noise cancelling mode

The_Black_Rose — Thu, 16 Jan 2020 16:22:56 GMT

Hi edmondtam,

I'll try passing this one to my contact at Sony. Hopefully someone will get in touch with you soon.

Cheers,
The_Black_Rose

Re: WH-1000XM3 rustling sound on noise cancelling mode

edmondtam — Thu, 27 Feb 2020 07:26:02 GMT

Hi The_Black_Rose,

Could I check if there are any updates on this?

Many thanks,

Edmond

Re: WH-1000XM3 rustling sound on noise cancelling mode

Win_88 — Wed, 04 Mar 2020 14:57:14 GMT

Hi there,

As far as I know, the clicking noise you hear is just a limitation that exists due to the way Noise Cancelling works and how it handles the surrounding air pressure and its changes.

Win_88

Re: WH-1000XM3 rustling sound on noise cancelling mode

BigBide — Wed, 04 Mar 2020 15:23:32 GMT

Hi Win_88,

No, a rustly/static sound that can be heard only in one of the cups even at mid volume is not normal.

Try checking if there is hair or thin particules stuck near the microphone by removing the faux-leather (it can be clipped out) and the foam.

Re: WH-1000XM3 rustling sound on noise cancelling mode

ericsson1969 — Wed, 04 Mar 2020 20:35:28 GMT

Hi,

I have the same problem with my two weeks old headphones. I´ve installed latest firmware 4.2.2 immediately after pairing my headphones with my iPhone . Now after two weeks I listen in left ear only in canceling mode this rustling noise like a faraway waterfall. I´ve tried resetting the headphones to the factory settings, but without change.

My brother in law have the same, but his are OK

Re: WH-1000XM3 rustling sound on noise cancelling mode

edmondtam — Thu, 05 Mar 2020 06:49:13 GMT

Hi BigBide,

Thanks for the suggestion - I did remove the faux-leather on the affected side to have a look but didn't find any obvious debris.

The way the rustling noise comes on and off, for relatively regular lengths of time, seems to suggest it isn't a physical issue, although this can't be ruled out.

Just posting this so others can know what may/may not work!

Re: WH-1000XM3 rustling sound on noise cancelling mode

Win32_BIOS — Thu, 05 Mar 2020 07:47:08 GMT

Hi Win_88,

Air pressure changes doesn't really fit my scenario, as I use mine in an office, mostly in front of a computer.

Re: WH-1000XM3 rustling sound on noise cancelling mode

BigBide — Thu, 05 Mar 2020 16:51:52 GMT

I have it two in the right ear but i haven't the proof of purchase. 😕

I suspected the moisture in the air as my flat is quite saturated.

Anyway, I'm pretty sure the issue is physical or electronic, and is amplified when using the ANC.

Re: WH-1000XM3 rustling sound on noise cancelling mode

Win_88 — Thu, 05 Mar 2020 17:01:26 GMT

Hi there,

If you've ruled out environmental elements as a possible cause, and the headphones are up to date in terms of firmware with the settings reset to default but you still hear static, I'd recommend getting the headphones inspected under warranty.

You can call the service centre to arrange this on: 01656 867347

Win_88

Re: WH-1000XM3 rustling sound on noise cancelling mode

ericsson1969 — Fri, 06 Mar 2020 12:52:28 GMT

I decided to have my headset inspected under warranty. One thing I see weird abut my headset is that I upgraded the OS version immediately after buying to 4.2.2. The issue occurred after 3 weeks. My brother in law has the same model but he did not upgrade his OS version and he is still on 4.1.1. As I found out his headset is OK, no rustling noise or so. I hope this issue is possible to fix it out and no more rustling noises.

ericsson1969

Re: WH-1000XM3 rustling sound on noise cancelling mode

BigBide — Fri, 06 Mar 2020 13:06:21 GMT

I personnally downgraded mine back and forth so I'm 100% sure that's not related to the firmware.

Re: WH-1000XM3 rustling sound on noise cancelling mode

ericsson1969 — Fri, 06 Mar 2020 13:11:22 GMT

Is it possible to downgrade the OS version? Can you please tell me how? Not because I would do it, just to know the way. Thx a lot

Re: WH-1000XM3 rustling sound on noise cancelling mode

finn_langley — Wed, 22 Apr 2020 11:34:35 GMT

Hey im having the same issue in my right ear cup only a month after purchasing, it goes on and off randomly.

Turning off noise cancelling stops it, and having ambient sounds 1-20 on. Seems like a weird software glitch

Is there a solution? please help its really irritating and makes the noise cancelling useless

Re: WH-1000XM3 rustling sound on noise cancelling mode

ericsson1969 — Wed, 22 Apr 2020 16:52:36 GMT

Hey buddy, my headphones were under guarantee (1 month old), so I claimed them and the store send me brand new because due to the corona issue the repair service was not able to fix it on time. I guess it is not the advice you wanted to hear. I am sorry, but if you can have them repaired, do it. It is worth it.