Sony SupportWH-CH720N

Article ID : 00275392 / Last Modified : 03/20/2024Print

The headphones do not charge (headband / in-ear)

    Follow these steps to troubleshoot why the headphones do not charge:

    1. Charge the headphones for five minutes.

      The location and color of the indicator differ depending on the model. Refer to the Help Guide for model-specific information.

      Indicator location for model WH-1000XM4
      Indicator is located on the bottom edge of the earcup near the charging port

      Indicator location for model WI-C400
      Indicator is located on the inside of the neckband near the power button

      The indicator lights up
      The headphones are in the process of charging. Wait until the headphones are fully charged.
      The indicator repeatedly flashes twice in red (or orange), or it repeatedly flashes slowly in red (or orange)
      Only charge the headphones at a temperature between 41 ºF to 95 ºF (5 °C and 35 °C). If you exceed the charging temperature range, the headphones will detect the abnormality and the indicator lights will flash. When you notice that the charging case is either too cold or too warm, leave it at room temperature for about one to two hours. If after returning to the normal charging temperature range the issue still occurs, repair may be required.  Go to Product Repair. 
      The indicator does not light up
      Go to step 2.

    2. Are you using the supplied USB cable?

      Yes, I use the supplied USB cable.
      Go to step 3.
      No, I am not using the supplied USB cable.
      Go to step 4.

    3. Disconnect the USB cable and then reconnect it, and charge the headphones again.

      Make sure the USB cable is firmly connected to the headphones.

      The indicator lights up
      The USB cable was not firmly connected.
      The indicator does not light up
      Go to step 5.

    4. Use the supplied USB cable, and charge the headphones again.

      Note: Make sure the USB cable is firmly connected to the headphones.

      The indicator lights up
      Operation is not guaranteed when using a commercially available cable.
      The indicator does not light up
      Go to step 5.

    5. Use a different AC adapter to charge the headphones. If you are charging the headphones through a computer, connect it to a different USB port.

      The indicator lights up
      The AC adapter or USB port may not be working. Contact the manufacturer of the AC adapter or the computer.
      The indicator does not light up
      Go to step 6.

    6. Check if you can charge a different device with the same AC adapter or USB port.
      Use the same AC adapter or the USB port on the computer to charge a different mobile device or product.

      The mobile device or product is charging
      The headphones and/or supplied USB cable may be malfunctioning. Repair may be required.  Go to Product Repair. 
      The mobile device or product is not charging
      The AC adapter or USB port may not be working. Contact the manufacturer of the AC adapter or computer.

    Go to the Headphones Troubleshooting Guide