So I had the same problem and at first I was told to turn on the outside noise
I was first told to switch the external noise suppression on and then off again, but unfortunately it didn't help. Finally, I sent it in and it was repaired without discussion, which I thought was great support. After I got it back, everything worked without a problem for about 1 year, then I had the same problem again. My solution was to glue a small net into the headphones where the music comes out. I removed it and, lo and behold, I've never had any problems since. For some reason the mesh gets clogged because it is very fine and that was the problem for me. Since then, still no problems and still a great sound.

Selbes problem