Sony SupportWF-1000XM5

Article ID : 00269494 / Last Modified : 26/10/2022Print

The headphones cannot pair with the device, or cannot connect with the device once paired. (WF-1000XM4)

    Follow these steps to troubleshoot the issue:

    Before you start

    If you have paired the headphones with multiple devices before and now cannot connect with one of those devices, refer to the article The headphones or speaker cannot connect with a desired device when I have paired with multiple devices.

    Solution

    1. Check the status of the indicator when you place both (left and right) earbuds in the charging case and open/close the lid:

      If the indicator lights up in green for about 6 seconds
      The charging case is fully charged. Go to the next troubleshooting step.
      If the indicator lights up in orange for about 6 seconds
      The remaining battery charge of the charging case is 94% or less. Go to the next troubleshooting step.
      If the indicator does not light up
      The remaining battery charge of the charging case is 0%. Try the pairing or Bluetooth connection after charging.

    2. Try the following procedure, and check if the pairing can be done successfully.

      1. Initialize the headphones.
        Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

        Refer to the article Initializing the headphones to restore factory settings to initialize the headphones.

        Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      2. Restart the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
      3. Delete the Bluetooth device information of your playback device.
        For details on how to delete the Bluetooth device information, refer to the article How to delete the Bluetooth device information of your playback device.
      4. Perform pairing again.
        Refer to the appropriate article:
      Pairing can be done successfully.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      Pairing fails.
      Go to the next troubleshooting step.

    3. If you have a different smartphone, Walkman, or other devices, try to perform a Bluetooth pairing with the headphones and one of these other devices:

      Pairing can be done successfully.
      The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
      Pairing fails on these devices too.
      The headphones may have malfunctioned, and service may be required.

    Go to the Headphones Troubleshooting Guide top page