WH-1000MX4 disconnecting

[mutley1971]

I have recently bought the WH-1000MX4 headphones.  I use these to connect to my laptop for Zoom meetings.  I have had multiple random disconnections where I hear a tone in my ear and then the other people on the call can still hear me but I cannot hear them.  I have also had people tell me that my mic is still working but sound level has dropped significantly.  If I speak louder it seems to resolve the issue.  Is anyone else experiencing this behaviour?  Considering sending them back as cannot be relied on. 

[Joe_Dohn]

Hi mutley,

This sounds like software glitching to me, I'd say update them to the latest software version and reset them, just to be sure that they're refreshed and working properly.

Do let us know if the issue is resolved by this as it helps others in the future if they encounter the same thing ^^

- J.D.

[mutley1971]

I have reset the headphones and my issues have in fact got worse.  I have now been unable to complete a single Zoom call using the headphones as the sound quality was terrible.  The issue now is that I don't know when I can rely on these headphones for work and so end up not using them.  This is not turning out to be a good investment as my last pair of headphones from the competition just worked.  

[Joe_Dohn]

This is a bit of a longshot, but I have seen this with other users before. Try unpairing and then re-pair them once more, but make sure that you choose WH-1000XM4 and not LE_WH-1000XM4 or something similar to that.

[mutley1971]

I have decided to change settings to only pair with my laptop and not with mobile phone.  I have re-paired the devices and so far no issues.  So far so good.  Looks like the issue may be a symptom of pairing with 2 devices.

[mutley1971]

I have found a workaround for this issue that I saw posted online.  The issue appears to be that for an app like Zoom to use the built in mic on the WH-1000XM4 it has to use the mono handsfree driver.  If you disable the handsfree driver for both audio and also in the microphone settings in Windows and enable an external mic like on  my webcam then you get good audio quality and good mic performance.  This definitely appears to be a software issue and is frustrating.  Especially as when connecting my headphones to my phone to make phone calls it is fine.  Only impacted on PC.