topic Re: Phone not detecting wired headsets in XZ Series

Phone not detecting wired headsets

Fotbollsgräs — Mon, 10 Apr 2017 08:43:39 GMT

Just wanted to make people aware of the problem with the phone not detecting headsets that are not Sony made (Happy plugs etc...) is here too. I've confirmed it on my Xperia Z5 Compact, my Z2 Tablet and unfortunately on my newly bought Xperia XZs too. It started with the latest update on both the Z5 Compact and Z2 Tablet so definitely a software issue or maybe by design from Sony... Would have been nice to have a headset included with the phone if it's by design though...

Edit//
Grammar errors.

Re: Phone not detecting wired headsets

Huy4 — Mon, 10 Apr 2017 09:49:29 GMT

I experienced the same issue to. It did not happen in XZ before.

This need to be fix as it's a shame for a flagship not to detect other popular non-Sony headsets.

Re: Phone not detecting wired headsets

Christofer — Wed, 12 Apr 2017 10:38:39 GMT

Hi @Fotbollsgräs and @Huy4,

I'm sorry to hear this. Could you please let me know what kind of headsets (brand + model) you've tried to use?

Re: Phone not detecting wired headsets

Fotbollsgräs — Wed, 12 Apr 2017 11:07:57 GMT

Hi Christofer,

thanks for the reply. Happy plugs In-Ear model (confirmed working on other devices) and a pair of no name brand. Problem lies only with wired** headsets. Bluetooth headsets, regular headphones, all Sony headsets (wired and BT) I've tried and one I got when I bought an HTC One A9 works.

Edit//
** Added wired

Re: Phone not detecting wired headsets

Rogormortis — Wed, 12 Apr 2017 22:35:47 GMT

I too couldn't use my wired headphones from Bose - got cut off after 3 seconds. Neither my B&W phones worked but my old Apple inferior phones did. Then I noticed that the plug is important. Headphones with 3 isolating areas won't work, while those with only 2 isolating areads will. Whatever , Sony have made the mistake of not informing that only certain headphones will work and therefore are not conforming with consumer legisslation here in Denmark/EU. I'm thinking of trying to return the phone as I'm better off with my old phone.

Re: Phone not detecting wired headsets

PaddyS4r — Sat, 15 Apr 2017 21:35:41 GMT

I got my XZs just 2 days and indeed my good JBL headset doesn't work with this phone, the headset witch was in the package (sony) does work... It's a shame and they should do something about it. Until then I will inform everyone that this is a problem.

Re: Phone not detecting wired headsets

PaddyS4r — Sat, 15 Apr 2017 21:39:12 GMT

Is it solvable with software?

Re: Phone not detecting wired headsets

Christofer — Tue, 18 Apr 2017 14:31:55 GMT

@Fotbollsgräs Thank you for the information, I will forward this internally.

@Rogormortis and @PaddyS4r, if you could let me know the model numbers of the headsets you've tried using that would be very helpful. Thanks!

Re: Phone not detecting wired headsets

PaddyS4r — Tue, 18 Apr 2017 18:03:04 GMT

JBL Synchros Reflect I Sport - In-ear headphones - Red.

Re: Phone not detecting wired headsets

J13W — Wed, 19 Apr 2017 09:45:13 GMT

I´m chiming in here, as I have the same problem.

Bowers & Wilkins C5 series2 does not work, no matter what.

Re: Phone not detecting wired headsets

Minzey — Wed, 19 Apr 2017 18:10:29 GMT

I have the same problem.

Tried 3 different earphones and none work after the update.

Customer service recommended using the companion to "repair" the software. It didn't work (tried it 3 times) and messed the phone up even further, just spent half a day reinstalling stuff and getting my email to work!!!!!

I'm not impressed, even more so when the customer service can't help me to install a simple pop mail. Only answer I got was "hmmm, I don't know what to do either". I was able to send the phone to Sony but it will take 2 weeks to repair and they have no temp replacement for me??

Got the phone working the way it used to, on my own eventually but still after a half day work. The headphone jack still doesn't work but Sony doesn't seem to have a solution for me.

Help line, yeah right!!!!

Re: Phone not detecting wired headsets

Christofer — Thu, 20 Apr 2017 14:34:11 GMT

Thanks to all of you who provided information about the headsets you've tried to use. This is being looked into and as soon as I have any new information I will let you know here in this topic. I'm very sorry for any inconvenience this causes.

Re: Phone not detecting wired headsets

mberdych — Fri, 21 Apr 2017 20:12:03 GMT

To add, even Sony XB950BT headphones connected using cable does not work. This is incredible.

Re: Phone not detecting wired headsets

EAR212 — Mon, 24 Apr 2017 06:04:10 GMT

SENNHEISER MOMENTUM, DOESN'T WORK ON XZS

Re: Phone not detecting wired headsets

Christofer — Fri, 28 Apr 2017 13:33:16 GMT

Thanks once again to all of you for providing information about your headsets! This is still being looked into and I'd appreciate if I could get some additional information.

When the headset is connected to the phone, will any audio be played from the headset before stopping, is it played through the phone's loudspeaker is no sound heard at all?
Does this happen every time you the headset is connected?
Has the headset in question not been detected by the phone since you started using it, or was it detected at first and stopped at some point?

@EAR212 It seems there are two different versions of the Senheiser Momentum. Do you have the version for iOS version (Momentum I) or Android version (Momentum G)?

Re: Phone not detecting wired headsets

Minzey — Sat, 29 Apr 2017 06:56:04 GMT

No sound comes through the earphones at all. The phones speaker just keeps playing.

This happens everytime.

Headphones were fine untill I installed the new os update from Android

Re: Phone not detecting wired headsets

Rogormortis — Fri, 12 May 2017 19:31:29 GMT

Hej Christopher

My Bowers & Wilkins C5, and my Bose Sports headphones won't work (made for Iphone). All headphones with the third isolating band for controls won't work with the ZXs. When connected you get 2 seconds of music, then it is cut off when it dectects the non-conformity. Nothing comes out of the speakers. All headphones with 2 isolating bands on the plug work. I can get around the problem with it by using a headphone extension cord where the plug has only two isolating bands. But it still unacceptable from Sonys point. I'm afraid I've lost confidence in Sony as I have problems with my camera as well (not new).

The problem started the very first time I used the phone. However before that Sony had updated the software automatically, so what the actual cause is I do not know.

Regards Peter

Re: Phone not detecting wired headsets

Christofer — Mon, 15 May 2017 08:27:35 GMT

@Rogormortis Thank you for sharing this information! I'm forwarding all information that I'm receiving internally and as soon as I have something new to share I will post here.