The headphones do not turn on (WF-C510)

Before you start

Use dry cloth or cotton swab to clean the charging port. For details on how to clean the headphones, refer to the How to care for the headphones article.
Note: Do not use an air duster to remove dust or foreign substances. Dust and other debris may enter the sound output holes and cause malfunction.

Solution

1. Check if the headphones can start charging.

   The indicator lights up in orange for about 1 minutes while the headphones are stored (or not stored) in the charging case and close the lid

   

   

   
   The headphones are charged. Go to step 2.

   The indicator lights up in orange for about 3 seconds when the headphones are stored in the charging case, or when the headphones are not stored in the charging case and open/close the lid

   

   

   
   The headphones are charged. Go to step 2.

   The indicator repeatedly flashes in orange with an interval of about 1 seconds while charging the headphones or charging case

   
   An error occurs while charging. Go to step 6.

   The indicator repeatedly flashes slowly in orange with an interval of about 0.5 seconds while charging the headphones or charging case

   
   An error occurs while charging. Go to step 6.

2. Wear the headphones and check if you can hear a notification or voice guidance corresponding to the operation and status.

   I can hear the notification or voice guidance from the headphones.

   Go to step 3.

   I cannot hear the notification or voice guidance from the headphones.

   Go to step 4.

3. Play music on the connected device, and check if you can hear the sound.

   I can hear the sound on the connected device.

   The issue has been resolved by charging or changing the settings.

   I cannot hear the sound on the connected device.

   Pairing may have not completed. Refer to the appropriate article to connect with the device:

   • For Android: Pairing and connecting with an Android smartphone
   • For iPhones: Pairing and connecting with an iPhone
   • For computers and other devices: Refer to the appropriate section of the Help Guide

4. Check the Notification & Voice Guide setting:
   1. Open the Sony | Sound Connect app.
   2. In the My Device tab, select Device settings, select System tab, check the Notification & Voice Guide setting.

   The Notification & Voice Guide is set to On.

   Go to step 5.

   The Notification & Voice Guide is set to Off.

   After setting it to On, go back to step 2.

5. Reset the headphones.

   Refer to the How to reset or initialize the WF-C510 article or view the How to reset video below:
   
   

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

   If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

   The issue is resolved.

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved.

   Go to the next troubleshooting step.

6. Initialise the headphones.

   Initialisation returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   Refer to the How to reset or initialize the WF-C510 article or view the How to initialize video below:
   
   

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

   The issue is resolved.

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved.

   The headphones may be malfunctioning, and service may be required.

Go to the Headphones Troubleshooting Guide