FIXED > WH1000-XM4 disconnecting second device when first device receives a call

[sonyuser12094]

Issue: WH1000-XM4 disconnecting second device when first device receives a call, disrupting the first 5 seconds of the call with the disconnection voice notification.

I am posting my fix to the issue I will detail below as it annoyed me for several weeks without finding a fix. If you find you have the same issue I hope this helps!

Context: Using the WH1000-XM4 on bluetooth with a connection to two devices enabled in the sony headphones app. First device is an iPhone 11 Pro Max and the second device is a Macbook Pro 2019 on MacOs Catalina.

Issue Details: When connected to both devices and I receive a call on my iPhone and I pickup the call the following occurs: - Call immediately starts using the WH1000-XM4 as the output audio - It then quickly changes to the iPhone headset audio - When I click and choose to output as WH1000-XM4 is blurts out in my ear the second devie (macbook) is disconnected, which makes me unable to hear what the person on the phone is saying. Its very disruptive to calls and is not a functional 2 device connection as people always either have to wait or repeat themselves at the start of the call.

Solution: On the iPhone go to Settings and Search: "Call Audio Routing" Change from "automatic" to "bluetooth"

This resolved the disruption I experienced at the beginning of my calls.

[Peter_S.]

Hi sonyuser12094,

Thanks a lot for sharing your findings - very helpful indeed.

Cheers

Peter

[PetrFiala]

Same problem, WH1000-XM4, 2 devices (MacBookPro and iPhoneX), accepting a phone call.. and it goes like this:

"Hello what can i do for you?   Hi, My name is Pe..   BLUETOOTH DEVICE TWO DISCONNECTED  ..  oh, sorry i missed the last sentence, can you repeat please?"... every single time.... i'm desperate and frustrated... 

Solution above DOESN'T work for me. Sony please help, this is unreal...

[Joe_Dohn]

Does this happen on the latest software version?

[PetrFiala]

Yes, just checked via mobile app.. version 2.0.7

[Joe_Dohn]

Have you tried resetting them or initializing them to factory settings?

[PetrFiala]

I've just initialized them to factory settings (10 min ago), it removed all pairings, i re-paired both my devices(iPhoneX and MacBookPro).. in the mobile app i enabled "Connect to 2 devices simultaneously",  told my colleague to call me, picked up the phone call, after few seconds in the call  "BLUETOOTH DEVICE TWO DISCONNECTED" and after i hang up, it reconnects right away following voice notification "BLUETOOTH DEVICE TWO CONNECTED".

I'm definitely not alone having this issue:

https://www.reddit.com/r/sony/comments/jbmtyb/how_to_disable_all_wh1000xm4_voice_prompts

What should i do?

[Joe_Dohn]

The Help Guide seems to indicate that you should turn Off the BT profiles related to calls on the 2nd device.

I have no clue how to do that on a Mac, maybe check if that's possible on the Apple forums or by contacting an Apple support rep (On Windows, it's pretty much a toggle).

Hope this helps!

- JD