WF-1000XM3 - app crash on update (android)

[jamesholmes101]

Having just bought these I've been excited to use the app to get the best out of the sound quality.

The app just crashes on launch and gives the below message when trying to update..

Really disappointed, how can I get the app working? 

Phone is a google Pixel 2 XL, also tried on a Galaxy s8 and same thing happened. 

[Pascale_F]

Hi James, 

Welcome to the community. 

I'm just going to try to find some answers for you. In the meantime, maybe someone else in the community might have some ideas. 

Thanks,

Pascale

[The_Black_Rose]

Hi Jamesholmes101,

I've just tested the app on a phone running Andorid 9 pie and it didn't crash even once. Have you tried clearing the cache of the app on the phone? Or even uninstalling and reinstalling the app once more?

Cheers,
The_Black_Rose

[A_Davis6]

Hi,

I am experiencing the exact same issue on my Samsung S9

I have restarted my phone, cleared the cache data and uninstalled and reinstalled the app still to no success.

[RaSiik]

Hi James,

I'm on a Sony Xperia 5 and having the exact same issue with the app, tries to download software, goes to -20000 percent, then crashes, making the app unusable, very annoying when I want to switch noise cancelling on and off. Bit embarrassing that the sony app isn't working in on a SONY phone.

A hotfix for this is to turn WiFi and Data off when using the headphones app, as the download glitch causes the crash and it can't download with those off.

Hope Sony releases an update to the app that fixes this issue permenantly soon though.

-Luke

[revolverator]

I'm having this exact issue as well (Pixel 1).

This is massive because I can't access the equalizer settings any more.

[Tmouncer]

I had the exact same problem on an lg V40. What worked for me (not all of the below steps may be necessary):

Reinitialise the earphones (put them in the case, press both touch sensors until the lights start to flash red, if it works they'll then flash blue)

Disconnect phone from WiFi and data

Clear cache and data from app

Open app with data still off

Pair the earphones (via NFC)

Reconnect to WiFi

Close and reopen app.

Any variation on the above seemed to get me back to the crash situation but I'm sure there's at least a couple of redundant steps there. 

[tpbrooks]

• Didn't work for me. If you turn data off you can at least disable automatic download of the update. But I had to use an older phone to get the download working. Nothing seemed to fix the problem.

[Muin77]

This is exactly what's happening to me. New earphones just arrived and can't update them or even open the app without it trying to update then crash. Switching off wi-fi and data allows me to keep it from crashing but I can't update them so am missing out on functionality. 

Very close to just packing them up and sending them back with a 1-star review. Sort it out Sony!

[Muin77]

Hi Pascale_F,

 Did you find a solution to this as I've just bought a new set of these and have this exact issue? If there's no solution they're getting returned, not happy at all!

Regards

Muin77