Sony SupportWH-1000XM2

Article ID : 00269908 / Last Modified : 03/02/2022Print

The headphones do not turn on. (WF-1000XM4)

    Follow these steps to troubleshoot when the headphones do not turn on:

    1. Select your issue details:
      One side of the headphones does turn on, but the other side does not.

      Go to step 2.
      Neither side of the headphones turns on.

      Go to step 4.
    2. Check if the Google Assistant or Amazon Alexa is set to the headphones.
      The Google Assistant or Amazon Alexa is set to the touch sensor.
      Go to step 3.
      These functions are not set to the touch sensor, or I don't know whether these functions are set.
      Go to step 4.

    3. Check the touch sensor control function or Voice Assistant function according to the way you use the headphones:

      When the Google Assistant or Amazon Alexa is set to the headphones, only the side with the touch sensor control function set to Playback control can be used alone.

      • If you want to use either side of the headphones: Set the touch sensor control function of the desired side to Playback control. Follow these steps to set the touch sensor control function to Playback control:
        1. Open the Sony | Headphones Connect app.
        2. In the System tab, select (settings) at the right side of the Change the touch sensor function menu.
        3. Select the side you want to use alone, either L (Left) or R (Right), and set the Function to Playback control.

        Note: When you assign Playback control to both sides, full functionality is only available on the Right side.

      • If you want to use both units alone respectively: Set the Voice Assistant function to Voice Assist Function of Mobile Device. With this setting, either side of the headphones can be used alone.
        1. Open the Sony | Headphones Connect app.
        2. Select (down arrow) at the right side of the Voice Assistant menu.
        3. Select Voice Assist Function of Mobile Device.
      After changing the settings, the headphones turn on.
      The headphones settings prevented using them as you wanted.
      The headphones still do not turn on.
      Go to step 4.

    4. Clean the charging ports of the headphones, and check the indicator of the charging case.

      Clean the headphones and charging ports, set the headphones to the charging case, and check the status of indicator on the charging case. For details on how to clean the headphones, refer to the How to care for the headphones article.

      Note: When cleaning, do not use compressed air to remove dust as this can cause dust to get into the microphone or sound outlet holes, leading to malfunction.

      The indicator lights up in green for about 3 seconds when the headphones are stored in the charging case

      The headphones are fully charged. Go to step 5.
      The indicator lights up in green for about 6 seconds when the lid is opened or closed

      The headphones are fully charged. Go to step 5.
      The indicator lights up in orange for about 3 seconds when the headphones are stored in the charging case

      The remaining battery may be low. Charge the headphones for about 30 minutes and, after that, go to step 5.
      The indicator lights up in orange for about 6 seconds when the lid is opened or closed

      The remaining battery may be low. Charge the headphones for about 30 minutes and, after that, go to step 5.
      The indicator does not light when the headphones are stored in the charging case

      Charge the headphones and check if the indicator lights up. If the indicator does not still turn on, or the case flashes in red after charging, go to step 9.
      The indicator flashes in red when the lid is opened or closed

      Charge the headphones and check if the indicator lights up. If the indicator does not still turn on, or the case flashes in red after charging, go to step 9.
      The indicator repeatedly flashes twice in red when the headphones are stored in the charging case

      Charging condition may be unstable. Check the notes on charging, and charge the headphones again. If the status of the indicator does not change, go to step 9.
      The indicator repeatedly flashes 3 times in red when the lid is opened or closed

      Charging condition may be unstable. Check the notes on charging, and charge the headphones again. If the status of the indicator does not change, go to step 9.
    5. Wear the headphones and check if you can hear the voice guidance.
      I can hear the voice guidance from the headphones.
      Go to step 6.
      I cannot hear the voice guidance from the headphones.
      Go to step 7.

    6. Play music on the connected device, and check if you can hear the sound.

      Pair and connect the headphones and the device via Bluetooth, and check if you can hear the sound on the connected device.

      I can hear the sound on the connected device.
      The issue has been resolved by charging or changing the settings.
      I cannot hear the sound on the connected device.
      Pairing may have not completed. Refer to the appropriate article to connect with the device:
    7. Check the Voice Guidance settings:
      1. Open the Sony | Headphones Connect app.
      2. In the System tab, check the Notification & Voice Guide setting.
      The Notification & Voice Guide is set to On.
      Go to step 8.
      The Notification & Voice Guide is set to Off.
      After setting it to On, go back to step 5.

    8. Reset the headphones:

      Visit the Help Guide or view the How to reset video:

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

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to step 9.

    9. Initialize the headphones.

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

      Visit the Help Guide or view the How to initialize video:

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

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide