WF-1000XM4 crackling and static noise when using mic with Windows 10

[MLegalife]

Hi there,

I have a new set of WF-1000XM4 which work perfectly with my phone and when listening to music with my Windows 10 laptop.  However, as soon as I try to use them to make video calls the noise cancelling stops working properly and there is a constant low volume crackling/static.  It seems to be directly related to windows accessing the microphone. 

Is there a fix for this, I'm pretty disappointed about not being able to use the mic when making video calls as it was one of the main uses I have for them.

Thanks

[Griffin_door]

Hi @MLegalife i assume that you're making video calls through zoom or a similar app so did you try to check the microphone settings through them as some of these apps have noise reduction built in so that might be the cause of the issue.

Also do you have the same problem while doing anything else on your windows device other than video calls?

[MLegalife]

Hi there, thanks for the reply. I've played around with all the settings I can. Unless you can suggest something specific I should be looking for. 

The issue occurs immediately when the mic is accessed, even through the voice recording app etc

If I'm just using them as headphones I don't have any issues at all. 

[sandra1122]

I am also facing same problem while login GB Instagram on window 10. But I have not solved this issue yet.

[HannahEd01]

Hey guys, I hate to tell you this, but the manual states that only ordinary calls are supported, not apps calls.

[MLegalife]

Well this page makes it sound like it should work just fine:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428694.html

[MLegalife]

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@HannahEd01 wrote:

Hey guys, I hate to tell you this, but the manual states that only ordinary calls are supported, not apps calls.

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Hi there, can you please provide further information on this.  You say it says in the manual that app calls aren't supported.  I then linked to a page in the manual specifically talking about making calls with programs on Windows and you never followed up or gave any further information.  Very unhelpful and confusing!

[HannahEd01]

Hey MLegalife, your link refers to the WF-1000XM4, check the Help Guide of the WH here: https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752785.html

The bulletpoint number 3.

[MLegalife]

I have the WF-1000XM4 earbuds, apologies if that has led to any confusion.

However, there is an identical page about making video calls on a computer for the WH-1000XM4 here:

https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP1000003512.html

So I find it very hard to for anyone who buys these to expect them not to work properly with Skype or Zoom based on what is written in the manual.

[HannahEd01]

Try the steps here: https://www.sony.co.uk/electronics/support/wireless-headphones-bluetooth-headphones/wf-xb700/article...

Let me know if it made any difference.