topic Re: WF-1000XM3 - app crash on update (android) in Portable Audio

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

jamesholmes101 — Fri, 15 Nov 2019 14:07:23 GMT

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.

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

Pascale_F — Sat, 16 Nov 2019 11:18:59 GMT

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

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

The_Black_Rose — Wed, 20 Nov 2019 19:10:22 GMT

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

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

A_Davis6 — Wed, 27 Nov 2019 14:47:31 GMT

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.

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

RaSiik — Fri, 29 Nov 2019 09:33:23 GMT

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

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

revolverator — Tue, 03 Dec 2019 20:00:02 GMT

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

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

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

Tmouncer — Tue, 10 Dec 2019 18:27:44 GMT

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.

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

tpbrooks — Tue, 14 Jan 2020 14:12:18 GMT

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.

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

Muin77 — Thu, 30 Jan 2020 16:09:47 GMT

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!

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

Muin77 — Thu, 30 Jan 2020 16:22:23 GMT

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

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

The_Black_Rose — Thu, 30 Jan 2020 17:42:03 GMT

Hi Muin77 & jamesholmes101 ,

I have an S10+ and the app is working perfectly from my side. Have you tried clearing the cache of the app?

Cheers,
The_Black_Rose

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

tpbrooks — Thu, 30 Jan 2020 17:55:16 GMT

I tried uninstalling and clearing cache but nothing worked. I did try these out in a hifi store, and the update started. I then bought and paired a new set later. I wondered if this was the reason for the problem. I used an older Sony phone to do the update (my latest phone is also a Sony). If you can borrow someone's phone for the update, they can always delete the app afterwards maybe?

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

The_Black_Rose — Fri, 31 Jan 2020 14:26:49 GMT

Hi tpbrooks,

You can always delete the app I believe. Have you tried clearing the data of the app completely?

Cheers,
The_Black_Rose

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

tpbrooks — Fri, 31 Jan 2020 20:03:21 GMT

Yes, I deleted the app, cleared cache, etc.

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

Muin77 — Mon, 03 Feb 2020 13:23:12 GMT

Hi,

Thanks for your response. I tried clearing the app data and cache and also, deleted and reinstalled the cache, still didn't work.

I managed to install the app on my old tablet and get the earbuds updated that way and the app on my S8+ stopped trying to update so this seemed to solve the problem.

All that said though, I have to say I'm not impressed with them. The sound quality is fantastic however the noise cancelling is non-existent, there seems to be almost no difference between when it's switched on or off. Going by what other people have been saying this is a surprise. I've made sure it's switched on correctly and understand that it'll only work with low frequencies and not high but I'm beginning to wonder if there's something up with my pair. I had a pair of Echo buds for a month and although the Sony ones have better sound quality, the echo buds noise reduction was hugely better. Thinking about returning them tbh.

Regards

Muin77

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

tpbrooks — Mon, 03 Feb 2020 13:30:42 GMT

Yes, I was sceptical of the noise reduction when I first tried them in store, so wasn't that interested in buying initially. However, having tried buds with a better seal, the effect was much more noticeable. Most pronounced is the difference between full noise reduction and wind noise reduction when I am walking in windy conditions, and the reduction in humming or train / car noise. They never cut out speech effectively though.

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

Muin77 — Mon, 03 Feb 2020 13:33:18 GMT

I've tried all the different sizes to get the best fit, still really unimpressed tbh.

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

Win_88 — Tue, 04 Feb 2020 16:41:56 GMT

Hi all,

I'm thinking since the issue happens in the downloading phase, it could be something related to the network you're connected to (especially that it seems not everyone is facing the same problem).

Have you tried updating the headphones when connected to a different Wi-Fi network? Perhaps a Wi-Fi hot spot?

If you use VPN/Proxy, try to disable it.

Win_88

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

tpbrooks — Tue, 04 Feb 2020 16:49:53 GMT

Happens for both WiFi and cellular connection.

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

Muin77 — Wed, 05 Feb 2020 17:22:02 GMT

It was device specific. I got it working by installing the app on a tablet with an older version of android on it and updating the earbuds and then connecting to my phone after the update.