MOMENTUM 5 Wireless – Troubleshooting

How can I reset the headphones?

You can reset them by pressing and holding the power button for 20 seconds until the headphones restart.

How can I perform a factory reset?

Through the app or by pressing and holding the power button for 20 seconds.

I cannot hear any sound. What do I have to do?

Check the volume on your source devices and check whether the headphones are turned on (unlike the MOMENTUM 4, the MOMENTUM 5 does not have auto-on). If everything else is in order, you can reset your headphones to factory settings.

I cannot pair the headphones with my Bluetooth device. What can I do?

Make sure both the MOMENTUM 5 and the source device are in pairing mode. If the headphones were previously paired with the source device, make sure that the old pairing has been removed before trying to pair them again.

The Bluetooth connection keeps dropping. How can I fix this?

If you are in a crowded environment, do not use HiRes or Lossless audio (adjust the setting in the app) to avoid interference from other Bluetooth devices.

If the issue keeps happening, refer to the Bluetooth section of our Help Centre or contact Sennheiser Support.

I’m not getting aptX HD or aptX Adaptive. Why?

You need to pair the MOMENTUM 5 Wireless with a device that is compatible with aptX HD or Adaptive. The full list can be found here.

The USB-C connection isn’t recognised. How do I troubleshoot this?

Ensure you are using a USB-C 3.x cable that supports data transfer and is not just for charging. Wherever possible, use the USB-C cable provided with the MOMENTUM 5 Wireless to ensure full compatibility.

If you are using a computer, you may need to adjust the output settings in the Sound Control Panel or macOS equivalent.

For smartphones, ensure that USB-C audio connection is supported and that the output settings are correctly configured.

In either case, the volume settings may differ from those of other source outputs (Bluetooth, 3.5 mm etc.)

What do I do if I have a Bluetooth multipoint connection with a Windows PC and cannot switch to my other device?

When two devices are paired with the MOMENTUM 5 Wireless, the audio will switch automatically depending on the device that is actively playing audio or has notifications or calls active.

To switch devices manually, you will need a phone with the Smart Control Plus app downloaded.

The headphones are not charging as usual. What can I do?

Ensure you are using a compatible cable and that the headphones are plugged into a charger rated at 5 V⎓, 800 mA max.

ANC doesn’t seem to be working. What should I check?

Ensure ANC is not turned off in the Smart Control app. You can also customise the level of ANC you want by using the ‘Custom’ option in the app. Alternatively, you can try a pinching-in or pinching-out motion on the touchpad to increase or decrease the level of ANC directly from the headphones.

The General Information section of the Help Centre has additional information on ANC that may be helpful.

The volume is too low even at maximum. What could be causing this?

Check the volume setting on your source device or try increasing the MOMENTUM 5 Wireless volume by swiping up on the touchpad on the right ear cup.

If this doesn’t help, check the volume level on your media to ensure the problem doesn’t lie there, as many smartphones have special settings to protect users from loud sounds.

Please check the Bluetooth and Wired Headphones sections of the Help Centre for additional support options.

How can I adjust the headphones to a comfortable volume or make them louder?

Use the volume controls on your source device (app, programme and device volume settings all affect the audio signal chain) or control the volume on your MOMENTUM 5 Wireless directly using touch gestures (swipe up/down to turn the volume up/down).

How can I know whether the headphones fit perfectly?

The ear cushions should rest fully around your ears, with as little air leakage as possible to ensure the best sound and ANC performance.

Which spare parts are available for my MOMENTUM 5 Wireless?

Ear cushions and battery (available later in the year).