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sony wh-1000xm5 headphone connected but no audio device

Anonymous
2025-01-07T09:46:36+00:00

Hi!,

I was redirected from sony support to microsoft as this seems to be a driver/OS problem:

My sony wh-1000xm5 connects to PC but no audio or microphone device gets recognized. An audio device or a microphone is not shown at all in my sound settings, but the device is shown in the bluetooth devices. The device shows up in device manager under system devices and bluetooth, but not an audio device. I can control the playback of music on my computer using my phone with these apps, but the audio is not going to headphones.

I have updated all windows drivers using windows update and Dell support assist and done the headphone firmware update. Sony drivers: 2.3.1

The bluetooth connection works well with my mobile phone so the device works. My sony wh-1000xm5 just doesnt work on my new laptop: Dell Mobile Precision 7680 (which has bluetooth 5.3 which is enough for the bluetooth 5.2 in the headphones).

Tried uninstalling all wh-1000xm5 related drivers and connecting again. No effect.
Tried initializing the headset by pressing both buttons simultaneously. No effect.

Tried downgrading Realtek drivers. No effect.

Tried dual connection to phone and laptop at the same time. Phone receives bluetooth audio and is capable of controlling laptop playback. Laptop still has no audio driver for the headphones.

Under bluetooth, the device shows up as "Connected", whereas I think it should read "Connected audio"

How do i finally get a sound and microphone device to show up for my headphones?

Windows for home | Windows 11 | Devices and drivers

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2025-01-09T09:15:07+00:00

    Hi,

    Re-installing the bluetooth driver did not fix the issue. Here are pictures to represent the issue. The main problem is that the headphones do not register as an output device. (We should see WH-1000XM5 here as a device we can direct the audio to, but we don't).

    They do however connect to bluetooth.

    I have tried pairing with both the one click connect and through the bluetooth menus on PC. Always before a retry I have resetted the headphones to factory settings by long pressing both buttons, after which I have entered the pairing mode again by long pressing the power button.

    3 people found this answer helpful.
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  2. Anonymous
    2025-01-09T13:06:14+00:00

    Hi,

    I could not find the Handsfree telephony setting and therefore didn't alter it.

    However!

    The problem was just fixed by Windows update to: Windows 11, version 24H2 that came available today on windows update.

    The problematic windows version is therefore the previous Windows 11, version 23H2 I had installed on my computer.

    (Specifically: 2024-12 Cumulative Update for Windows 11 Version 23H2 for x64-based Systems (KB5048685))

    Thank you for the support, I greatly appreciate your help!

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  3. Solamillo Charity 20,260 Reputation points Independent Advisor
    2025-01-09T11:08:24+00:00

    Thank you for the confirmation. Hmm, are you able to disable Hands-free telephony?

    Press Win + R, type control, and press Enter.

    Navigate to Hardware and Sound > Devices and Printers.

    Right-click on your Sony WH-1000XM5 and select Properties.

    Go to the Services tab.

    Uncheck Handsfree Telephony.

    Click Apply, then OK.

    Please let me know if this works for you. I'll do my best to respond as soon as possible.

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  4. Anonymous
    2025-01-07T16:01:10+00:00

    See your quick start diagram. You need to put the XM5 into discovery mode by holding the power button down for approximately 7 seconds. That enables the headphones to pair with your PC's Bluetooth adapter. Windows already has a driver - there's nothing you need to install. 👍👌😉

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  5. Solamillo Charity 20,260 Reputation points Independent Advisor
    2025-01-07T13:54:06+00:00

    Hello there! I am Charity, I'm an Independent Advisor. I'm glad to help you today!

    I'm really sorry about that. Please try downloading and installing your Bluetooth drivers from the official Dell website here https://dl.dell.com/FOLDER11803813M/2/Intel-BE2...

    Please make sure to restart the laptop after installing the drivers. After that, please make sure to factory reset the WH-1000XM5 then try to pair again.

    Kind Regards,

    Charity

    Please note that things might need more than one reply to completely resolve your issue, as it will completely depend on the complexity of the question and the amount of detail that you have provided me.

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