Sony SupportHT-CT790

Article ID : 00261653 / Last Modified : 17/05/2022Print

Troubleshoot Sound Bar Bluetooth pairing issues

    This page introduces how to troubleshoot for Sound Bar Bluetooth pairing issues, pairing fails, or when you cannot connect with a source device via Bluetooth. Follow these steps to troubleshoot the issue:

    1. Unplug the Sound Bar AC power cord (mains lead), leave it unplugged for a few seconds, and then plug it back in again.

      The issue is resolved.
      The issue was caused by a temporary malfunction of the Sound Bar.
      The issue is not resolved.
      Go to the next troubleshooting step.

    2. Bring the device and the Sound Bar closer together.

      The issue is resolved.
      The distance between the device and the Sound Bar may have affected the Bluetooth connection.
      The issue is not resolved.
      Go to the next troubleshooting step.

    3. Because wireless interference can cause the issue, turn off all other wireless devices (Bluetooth devices, microwave ovens, Wi-Fi router, etc.) or move the Sound Bar away from such devices.

      The issue is resolved.
      Wireless interference may have caused the issue.
      The issue is not resolved.
      Go to the next troubleshooting step.

    4. Restart the source device.

      The issue is resolved.
      The issue may have caused by a temporary malfunction of the source device.
      The issue is not resolved.
      Go to the next troubleshooting step.

    5. Check the connection status of the Sound Bar Bluetooth indicator.
      NOTE: For details, refer to the product manual.

      Bluetooth indicator is ON (lit).
      Go to the next troubleshooting step.
      Bluetooth indicator is OFF (not lit).

      Turn ON the Sound Bar Bluetooth function, and try pairing again.

      • If the issue is resolved, the issue was caused by the Sound Bar Bluetooth function being turned OFF.
      • If the issue is not resolved, go to the next troubleshooting step.

    6. On the source device, delete the Bluetooth information from the Sound Bar, and pair them again.
      For details, refer to the How to delete the Bluetooth information from a device article.

      The issue is resolved.
      The Bluetooth pairing or connection status was temporary unstable.
      The issue is not resolved.
      Go to the next troubleshooting step.

    7. Check to see if the Sound Bar supports both Receiver Mode and Transmitter Mode.
      For details about specifications and settings, refer to the product manual.

      The Sound Bar supports Transmitter function.

      Change the Bluetooth Mode of the Sound Bar to Transmitter Mode, and then try pairing again.

      • If the issue is resolved, the Bluetooth Mode setting of the Sound Bar caused the issue.
      • If the issue is not resolved, go to the next troubleshooting step.
      The Sound Bar does not support the Transmitter Mode function.
      Go to the next troubleshooting step.

    8. Reset the Sound Bar.
      The reset method differs depending on the Sound Bar model. Refer to the How to reset the Sound Bar article, or to the product manual.
      NOTE: All the settings, including the Bluetooth pairing information, will be reset after resetting the Sound Bar.

      The issue is resolved.
      The issue was caused by a temporary malfunction of the Sound Bar.
      The issue is resolved.
      Go to the next troubleshooting step.

    9. If you have a different smartphone, Walkman, or other device, try to perform a Bluetooth pairing with the Sound Bar and one of these other devices.

      The issue is resolved.
      The original source device may be malfunctioning. Contact the customer support of the original device.
      The issue is not resolved.
      The Sound Bar may be malfunctioning, and service may be required.

    Go to the Sound Bar Troubleshooting Guide top page