Sony Support

Article ID : 00272720 / Last Modified : 13/05/2024Print

The headphones cannot pair with the device, or cannot connect with the device once paired. (WF-C500)

    Follow these steps to troubleshoot this issue:

    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

    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 indicators light up in orange for about 1 minute and then turn off

      The charging case is fully charged. Go to the next troubleshooting step.
      The indicators repeatedly flash slowly in orange for about 15 seconds

      The remaining battery of the headphones is 20% or lower. Charge the headphones and, after charging is complete, go to the next troubleshooting step.
    2. Try the following procedure, and check if the pairing can be done successfully.

      1. Initialize the headphones.
        Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

        Visit the Help Guide (English only. For more languages, please visit here) or view the How to initialize video:

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

      2. Restart the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
      3. 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.
      4. Perform pairing again.
        Refer to the appropriate article:
      Pairing can be done successfully.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      Pairing fails.
      Go to the next troubleshooting step.

    3. If you have a different smartphone, Walkman, or other devices, 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.
      The headphones may have malfunctioned, and service may be required.

    Go to the Headphones Troubleshooting Guide top page