My headphones don't turn on (WF-C510)

Before you start

Use a dry cloth or cotton swab to clean the charging port. To clean the earbuds, refer to the article How to care for the headphones.
Note: Don't use compressed air to remove dust. Dust and other debris may enter the sound output holes and cause malfunction.

Solution

1. Check if the earbuds can start charging.

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

   

   

   
   The earbuds are charged. Go to step 2.

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

   

   

   
   The earbuds are charged. Go to step 2.

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

   
   An error occurs while charging. Go to step 6.

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

   
   An error occurs while charging. Go to step 6.

2. Wear the earbuds 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 earbuds.

   Go to step 3.

   I can't hear the notification or voice guidance from the earbuds.

   Go to step 4.

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

   I can hear the sound from the connected device.

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

   I can't hear the sound from the connected device.

   Pairing may not have been completed. Refer to the appropriate article to establish a Bluetooth® connection:

   • For Android™ phones: Pairing and connecting with an Android smartphone
   • For iPhones® phones: 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, and 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.

   Change it to On, and go back to step 2.

5. Reset the earbuds.

   Refer to the article How to reset or initialize the WF-C510

   If your earbuds model doesn't 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 earbuds.

   The issue is not resolved.

   Go to the next troubleshooting step.

6. Initialize the earbuds.

   Initialization returns the earbuds to the factory settings, and all Bluetooth pairing information is deleted.

   Refer to the article How to reset or initialize the WF-C510

   The issue is resolved.

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

   The issue is not resolved.

   The earbuds may be malfunctioning, and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide