Cannot hear from my bluetooth device Sony WH-XB910N

Copper Contributor

I have a Sony WH-XB910N which use to work well with Microsoft Teams untill sometime back. But from past week or so, I have started facing an issue. I am not able to hear the other person talk but the other person can hear me. I tested with the Teams test call and everything seems to be working fine where I can hear the simulated call and the recorded message. It is only during a real call; I cannot hear the other party.

I have tried following things.

1. I have restarted my Windows machine

2. I can see that in Device Settings WH-XB910N is selected for Microphone and Speaker

3. I can hear through webex and other audio applications properly


The Windows 10 version is 10.0.1905.




5 Replies
best response confirmed by petkarg (Copper Contributor)


Here are a few troubleshooting steps that you can try to resolve the issue:

  1. Check the audio settings in Microsoft Teams: a. Click on your profile picture in Teams and select "Settings." b. In the "Devices" tab, ensure that your Sony WH-XB910N headphones are selected as the audio device for both the "Speaker" and "Microphone" options. c. Test your audio settings by clicking on the "Make a test call" button and follow the prompts.

  2. Check the sound settings in Windows: a. Right-click on the volume icon in the taskbar and select "Open Sound settings." b. Under "Choose your output device," ensure that your Sony WH-XB910N headphones are selected. c. Click on "Device properties" and ensure that the volume levels are set appropriately. d. Click on "Additional device properties" and ensure that the "Allow applications to take exclusive control of this device" option is checked.

  3. Update the audio driver for your Sony WH-XB910N headphones: a. Go to the Sony website and check for any available driver updates for your headphones. b. Download and install the latest driver for your headphones.

  4. Check for any available updates for Microsoft Teams: a. Open Teams and click on your profile picture. b. Select "Check for updates" and follow the prompts to update Teams to the latest version.

If none of the above steps resolve the issue, you may want to try using a different set of headphones to see if the issue persists. 




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Thank you @Deleted for your response. The issue got resolved likely when I changed the device from Sound Settings.

Thank you @Deleted for your response.

I'm glad you are able to solve the issues.