Sony SupportWH-CH720N

Article ID : 00299257 / Last Modified : 11/29/2023Print

The headphones (earbuds) won't pair with the device, or won't connect with the device once paired (WF-1000XM5)

    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

    Follow these steps to troubleshoot the issue:

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

      The indicator lights up in green or orange

      The headphones are fully charged. Go to the next troubleshooting step.
      The indicator repeatedly flashes in orange and blue when the lid is opened

      The software update is in progress. Wait until the update is complete.
      The indicator does not light up

      The remaining battery of the headphones is 1% or lower. Charge the headphones, and, after charging is complete, try the pairing again.
    2. Try the following procedure, and check if the pairing can be done successfully.
      1. Restart the device you are trying to pair.
      2. 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.
      3. Perform the pairing again.
        Refer to the appropriate article:
      The pairing can be successfully completed.
      There seems to have been an issue connecting with the device, such as Bluetooth pairing being disconnected.
      The pairing fails.
      Go to the next troubleshooting step.

    3. If you have a different smartphone, Walkman®, or other device, 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.
      Go to the next troubleshooting step.

    4. For devices that have been connected with LE Audio in the past, turn off the Bluetooth setting:

      If there are any devices that have ever connected with LE Audio, the earbuds may automatically connect with the device when the earbuds enter the pairing mode. If this is the case, turn off the Bluetooth setting on the connected device and perform pairing with another device.

      Pairing can be done successfully
      The earbuds were connected to another device.
      Pairing fails
      Go to the next troubleshooting step.

    5. Reset the earbuds.

      Watch this video or refer to the Resetting the headphones page for instructions.

      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction of the earbuds.
      The pairing fails.
      Go to the next troubleshooting step.
    6. Initialize the headphones, and then try the pairing again.

      1. Initialize the headphones.

        IMPORTANT: After initialization, the earbuds will return to the factory settings, and all Bluetooth pairing information will be deleted.
        .

        Watch this video or refer to the Initializing the headphones to restore factory settings page for instruction.

      2. Perform pairing again.
        Refer to the appropriate article: Note: If the earbuds are not displayed in the connected device, remove the earbuds from the charging case once, then the headphones will enter pairing mode again and be displayed in the device.
      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction of the earbuds.
      The pairing fails.
      The earbuds may have malfunctioned, and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide top page