Troubleshooting Bluetooth pairing issues for Headband / In-Ear Headphones

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 turn on the headphones after initializing it:
   Notes:
   • After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.
   • The method of initializing the headphones differs depending on the model. For details, refer to the headphones Help Guide.
   WH-1000XM5 How to initialize 　
   1. Turn off the headphones while the USB Type-C cable is not connected.

   2. Press and hold the  (power) button and the NC/AMB button for about 7 seconds.

      

   3. When the initializing is complete, the indicator (blue) flashes 4 times (     ).

   WH-1000XM4 How to initialize 　
   1. Turn off the headphones while the USB Type-C cable is not connected.
   2. Press the (power) button and the CUSTOM button simultaneously and hold for at least 7 seconds.
      
   3. When initialization is complete, the indicator flashes in blue 4 times.
      
   WH-1000XM3 How to initialize 　
   1. Turn off the headphones while the USB Type-C cable is not connected.
   2. Press the (power) button and the NC/AMBIENT button simultaneously and hold for at least 7 seconds.
   3. When the initializing is complete, the indicator (blue) flashes 4 times (     ).
   WH-CH520 How to initialize 　
   1. Turn off the headphones while the USB Type-C cable is not connected.
   2. Press the (power) button and – (volume –) button simultaneously and hold for at least 10 seconds.
      
      
   3. When the initializing is complete, the indicator (blue) flashes 4 times(     ).
   WI-C400 How to initialize
   1. Press the (power) button and (multi-function) button simultaneously and hold for at least 7 seconds. 
      
   2. The indicator flashes in blue 4 times.
      

   
   
   For other models
   1. Refer to the article How to reset or initialize the Wireless Headphones.

   The indicator flashes blue and red alternately or it flashes blue twice

   The headphones are initialized and is in Bluetooth pairing mode. Go to the next troubleshooting step.

   The indicator flashes

   The headphones turned on without being initialized. Initialize the headphones again.

   The indicators do not flash

   Charging cannot be done properly. Refer to the article The headphones do not charge.

2. Try the following procedure, and check if the pairing can be done successfully.
   1. Restart the playback device.
      Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
   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 pairing again.
      For details, refer to your model's Help Guide.

   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 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.

   The headphones may be malfunctioning, and service may be required.

Go to the Headphones Troubleshooting Guide