The touch panel on the right ear cup of Sony's WH-1000XM headphones controls playback, volume and calls with a tap or a swipe. When it stops responding, or starts skipping tracks and changing the volume on its own, it's frustrating. The good news is that it's often a setting or a software glitch, rather than a broken panel.
Try these in order.
1. Check the touch panel is switched on
In Sony's headphones app, look for the touch sensor setting. It can be turned off, deliberately or by accident. On some firmware versions it's under the system or device settings. If it's off, switch it back on.
2. Check how you're touching it
- Use a bare fingertip. Gloves, wet fingers and very dry skin can stop the panel registering.
- Use the right gestures. Taps and swipes need to be deliberate, in the middle of the panel. A single tap often does nothing on its own, by design.
- Wear them properly. Some touch features only work when the headphones detect you're wearing them.
3. Charge them
Owners report the touch controls on the XM5 becoming unreliable when the battery is low. Charge them fully and try again.
4. Restart, reset and update
- Restart the headphones: turn them off and on.
- Reset them: see how to reset Sony WH-1000XM4 or how to reset Sony WH-1000XM5. Start with the quick restart that keeps your settings, then try the factory reset.
- Update the firmware in Sony's headphones app.
If they're acting on their own
Phantom taps, where tracks skip or the volume changes without you touching anything, are usually caused by:
- Moisture on the panel from rain, sweat or condensation
- Hair, a hood or a hat brushing against the panel
- A dirty panel. Wipe it gently with a dry, soft cloth
If it keeps happening after a reset and a clean, you can turn the touch panel off in the app and use the buttons and your phone instead, until it's looked at.
When it's a hardware fault
If the panel doesn't respond at all after all of the above, or keeps acting on its own when it's clean and dry, the fault is likely hardware: the touch sensor, its connection inside the ear cup, or moisture damage.
Touch problems can also follow a knock or a drop, if the connector inside the right ear cup has worked loose.
My Sony headphones repair (any fault) starts with a £4.99 assessment. I open the ear cup, find the cause, and quote before doing any work. The £4.99 comes off the repair if you go ahead.
Questions people ask
Why have my Sony headphones' touch controls stopped working?
Often the touch panel has been switched off in the app, the battery is low, or the headphones need a reset. Check those first.
How do I turn the touch controls back on?
In Sony's headphones app, find the touch sensor setting and switch it on. The exact menu depends on your model and firmware version.
Why do my Sony headphones skip songs on their own?
Usually moisture, hair or clothing brushing the touch panel. Wipe the panel, try a reset, and keep it dry. If it keeps happening, the touch sensor may be faulty.
Can the touch panel be repaired?
It depends on what has failed. A loose connection can often be fixed. Other faults may need a replacement part. An assessment finds out which.
My recommendation
Check the app setting, charge them, and do a reset. Most touch problems end there. If the panel still won't respond, or keeps acting on its own when it's clean and dry, it's worth having it assessed.