topic Re: Headphones looses connection with phone while they're plugged in in X Series

Headphones looses connection with phone while they're plugged in

Hopesfall — Sat, 17 Sep 2016 17:04:45 GMT

Hi,
Just recently bought an X Compact, and from the very begininng the headphone jack was evidently not working properly. When I plug my wired headphones (boze) in, the phone correctly notices and transfer audio to the headphones. However, after 5 seconds or less the audio stops, as if I unplugged the cord. When I then press play to resume the music, the audio is coming out the speaker, even though my headphones are still plugged in.

Is anyone else having this kind of error? Tried re-starting, software updates, resets etc., but the issue persists.

Cheers!

Re: Problems with headphone jack

Qatrium — Sun, 18 Sep 2016 03:54:15 GMT

Would you try refreshing your SmartConnect app?

- Go to Settings -> Apps -> Smart Connect -> Force stop, Uninstall updates, Clear data and restart your phone.
- Go to your Play Store and update Smart Connect again.

Did you also try another pair of headphones?

Re: Problems with headphone jack

Christofer — Mon, 19 Sep 2016 07:24:49 GMT

Hi @Hopesfall, I'm sorry to hear this.

As Quester suggested, is it possible for you to check if this happens with another headset?

Re: Headphones looses connection with phone while they're plugged in

Hopesfall — Tue, 20 Sep 2016 11:48:51 GMT

Hallo,

Thanks for the replies. I tried both refreshing the SmartConnect app and with another set of headphones. The issue/problem is still there unfortunately. Only work around I've fond is using the SoundAbout app and force the audio output to the headphones for media play.

Re: Headphones looses connection with phone while they're plugged in

Christofer — Tue, 20 Sep 2016 14:19:18 GMT

Based on what you have tried it seems like this could be hardware related. Your phone would have to be examined further by an authorised service center.

If you contact your Local support team they can provide you with more information on how you can proceed with this.

Re: Headphones looses connection with phone while they're plugged in

MarkusSweden — Sat, 24 Sep 2016 07:49:38 GMT

I have the same problem with my brand new phone

Re: Headphones looses connection with phone while they're plugged in

Christofer — Tue, 27 Sep 2016 15:38:32 GMT

Hi @MarkusSweden, sorry to hear that.

Have you also been able to try with another headset or headphones?

Re: Headphones looses connection with phone while they're plugged in

Christofer — Thu, 29 Sep 2016 12:54:59 GMT

If you experience this again, could you take a bug report and send it to me?

To do this:

Go to Settings > About phone > Build number, tap 7 times on the build number.
Go back and select Developer options then turn on "USB debugging".
Select Logger buffer size and change it to "4 M"
Restart your phone, then wait for this to happen again
Go back to Settings > Developer options, select "Take bug report".

When the report is ready you will receive a notification. Tap the notification to share it. I suggest you upload it to Google Drive and then choose to share a public link to the upload and include the link in the PM.

Re: Headphones looses connection with phone while they're plugged in

Georgge — Tue, 18 Oct 2016 19:01:13 GMT

This happened to me with jabra rox. Not happening with cheap china earphones.

Re: Headphones looses connection with phone while they're plugged in

Christofer — Wed, 19 Oct 2016 10:35:19 GMT

Hi @Georgge, sorry to hear that.

I'm not familiar with the Jabra Rox but it seems to be a Bluetooth headset. Is that correct? Is the other headphones you use wired or Bluetooth?

Re: Headphones looses connection with phone while they're plugged in

Georgge — Wed, 19 Oct 2016 10:45:39 GMT

Thank you for answering. I'm sorry, they are jabra VOX, wired. After like 5 sec the phone stops playing music. This doesn't happen with my z5c.

Re: Headphones looses connection with phone while they're plugged in

Ablos — Wed, 19 Oct 2016 10:55:01 GMT

I got exactly the same issue with my headphones (Bose QC20i) it seems to be a software issue.

Re: Headphones looses connection with phone while they're plugged in

Christofer — Wed, 19 Oct 2016 14:28:51 GMT

@Georgge If it's possible for you to take a bug report I can forward it for investigation.

To do this:

Go to Settings > About phone > Build number, tap 7 times on the build number.
Go back and select Developer options then turn on "USB debugging".
Select Logger buffer size and change it to "4 M"
Restart your phone, then wait for the headset to disconnect
Go back to Settings > Developer options, select "Take bug report".

@Ablos I'm sorry to hear that. ~~If you can provide a bug report I will forward it for investigation.~~

EDIT: Sorry, I just remembered that you've already done so. Thanks!

Re: Headphones looses connection with phone while they're plugged in

Georgge — Wed, 19 Oct 2016 18:43:28 GMT

@christofer i didnt send a bug report so far, that wasnt me but i did one and i would like to send it to you in a private message. how can i do that here?

thanks

Re: Headphones looses connection with phone while they're plugged in

Christofer — Thu, 20 Oct 2016 14:28:50 GMT

@Georgge That was directed at Ablos, sorry for the confusion.

I see that you have sent me a PM now, thank you!

Re: Headphones looses connection with phone while they're plugged in

spacemonkei — Tue, 25 Oct 2016 19:35:38 GMT

I have exactly the same problem with my Beyerdynamic iDX 200 iE. I have to use SoundAbout to make the headphones work for now. All Sony headphones are working perfectly with this smartphone, and the Beyerdynamic are working with any other dеvice. This is a very strange issue, please fix it.

Re: Headphones looses connection with phone while they're plugged in

Christofer — Thu, 22 Dec 2016 16:14:30 GMT

Hi all,

For anyone experiencing this, please make sure that you are using a headset/headphones that is compatible with Android devices. Some headset/headphones may have different version for Android devices and iOS devices. If you are uncertain about your headset/headphones' compatibility I recommend that you contact the vendor or manufacturer and ask about compatibility with Xperia devices.

Re: Headphones looses connection with phone while they're plugged in

DE1972 — Mon, 09 Jan 2017 09:45:28 GMT

I have the same problem - only received the phone four days ago, and today was the first day I tried to use headphones on my commute. I have BOSE headphones as well, and could only get them to work using Soundabout,

Re: Headphones looses connection with phone while they're plugged in

tosi — Wed, 18 Jan 2017 18:59:29 GMT

Brand new X Compact is doing this, after working perfectly for the first 3 days with my headphones, listening to music and making calls. I'm seeing what the others describe too, where it will often work for a few seconds then abruptly cut out. Also, the phone came with a free set of sony headphones, which do not have this issue. I cynically wonder whether they're included to cover up the problem?

The fact that it worked before, and works reliably for a few seconds before disconnecting, means that there's probably nothing physically wrong with the headphone jack. The headphones work perfectly with everything else, including other Sony phones, and including this specific sony phone until today.

I've read a lot on these forums about Smart Connect being to blame for similar issues, but the app wasn't installed on my device. The above comment about checking 'compatibility with xperia devices' makes no sense; there are indeed different incompatible sorts of inline controls available, but the headphones themselves should just work with anything.

I'd like to know ASAP if there's any hope of a fix for this.

Re: Headphones looses connection with phone while they're plugged in

TFR — Sat, 21 Jan 2017 12:17:35 GMT

Hi, I have just purchased the x compact. The phone arrived yesterday. As of first use, my Bose QC headphones do not work with the headphone jack. I am away from home so unable to test with other headphones.

I will try to use Soundabout to get it working for now but I am disappointed that this is a problem right from day one.

I have tried to look through my apps for the Smart connect app; however, it does not seem to be installed on this phone. When a fix appears for this, I would like to know immediately please.

Most disappointing effort from Sony here!