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 the power button down for 20 seconds

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

Check the volume your source devices, check if the headphones are turned on (unlike the MOMENTUM 4, the MOMENTUM 5 do 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 to the source device, make sure that the old pairing was removed before trying to re-pair.

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 our Bluetooth section of the help center 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

USB-C connection isn’t recognized. How do I troubleshoot?

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

In either case, volume settings may differ from other source outputs (Bluetooth, 3.5mm 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 to 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 manually switch devices, 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 they are plugged into a charger that is rated 5 V⎓, 800 mA max.

Volume is too low even at maximum. What can cause this?

Check your source device for the volume setting or try increasing the MOMENTUM 5 Wireless volume by swiping up on the touch pad 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 our Bluetooth and Wired Headphone sections of the Help Center 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, Program 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 for volume up/down).

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 customize the level of ANC you want by using the ‘Custom’ option in the app. Alternatively, you can try a pinching in/out motion on the touch pad to increase or decrease the level of ANC directly from the headphones.

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

How can I know that the headphones fit perfectly?

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

Which spare parts are available for my MOMENTUM 5 Wireless

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