Can't operate headphones using the Quick Access feature

If you can't connect to the app linked with earbuds headphones, follow these steps to troubleshoot the issue:

1. Check the connection status between the smartphone and the earbuds headphones:
   • Make sure that the Bluetooth function is ON on the smartphone
   • Make sure that the headphones are connected to the smartphone you want to use the Quick Access feature via Bluetooth
   • Make sure that LE-xxxxx (headphones model name) is displayed as a connected device in the smartphone's Bluetooth setting
   • Since the partner service can't be used during the LE Audio connection, even if you use the LE Audio-supported models with the headphones, in the Sony | Headphones Connect app, in the LE Audio connection setting for headphones, make sure to select Classic Audio only (conventional connection method)
     Notes:
     • If the smartphone can't be connected to the headphones after switching back to Classic Audio only, delete the pairing information (if the headphones model name is displayed as LE-xxxxx and the model name is without LE-xxxxx, delete both) on the smartphone, and perform the pairing again.
     • Depending on the application, deleting the connection history in the app may also be necessary.
2. Check the following settings.
   • Make sure that the app you want to use the Quick Access feature with has been installed and that you have already signed in to the app. You should also follow the on-screen guidance to complete the setup necessary for using the app.
     Hint: Make sure that the app is updated to the latest version.
   • Make sure that the headphones are allowed to be used on the app:
     • For Android (The setting is necessary for the Android 12 or later)
       1. On the smartphone Settings menu, select Apps.
       2. Select the app you want to use, and then select Permissions.
       3. Select Nearby Devices. If Don't allow is selected, select Allow
     • For iOS
       1. On the smartphone Settings menu, select the app you want to use.
       2. If Bluetooth is OFF, set it to ON.

   Notes:

   • Make sure not to cancel the target app while using the Quick Access feature.
   • Supported services for the Quick Access feature vary depending on the country or region. You can check which services are supported by opening the Service tab on the Sony | Headphones Connect app. Make sure that the Sony | Headphones Connect app is updated to the latest version
3. For LinkBuds, LinkBuds S, and WF-1000XM5, set the headphones into the charging case once, remove them and reconnect with the app.
4. If the issue is still not resolved:
   • Reset the headphones.
   • If resetting the headphones doesn't solve the issue, initialize them, pair them with the smartphone, and reconnect with the app.