Sony Support

Article ID : 00276799 / Last Modified : 23/06/2023Print

The headphones cannot pair with the device, or cannot connect with the device once paired. (LinkBuds, LinkBuds UC)

    Before you start

    Solution

    1. Select your model and/or issue:

      LinkBuds: Cannot pair with the device, or cannot connect with the device once paired.
      Go to step 3.
      LinkBuds UC: Cannot connect with the device using the USB transceiver
      Go to step 2.
      LinkBuds UC: Cannot pair with the device, or cannot connect with the device via Bluetooth
      Go to step 3.

    2. Try the following procedure, and check if the pairing can be done successfully.

      1. Set the headphones into the charging case, close the lid, wait for a few seconds, and then remove the headphones again.
      2. Disconnect the USB transceiver, and reconnect it.
        Note: Connect the USB transceiver directly to the computer, not using a USB hub.
      The issue is resolved.
      The USB connection may have been temporarily unstable.
      The issue is not resolved.
      Go to step 6.
    3. Place the headphones in the charging case and close the lid.
    4. Remove the headphones from the charging case, and then check the status of the indicator light:
      The indicator lights up or flashes (in green or in orange).

      The headphones are correctly stored in the charging case. Go to step 5.
      The indicator does not light up.
      The headphones may not be stored in the charging case correctly because the ear fitting supporters are not properly attached or for some other reason. Follow these steps:
      1. Make sure that the ear fitting supporters are properly attached to the headphones. If the headphones and the charging case do not make contact with each other, charging or pairing may fail.
      2. Clean the charging ports of the charging case. For details, refer to the article How to care for the headphones.
      3. Place the headphones in the charging case and start charging.
        Note: If the click sound is not heard when putting the headphones into the charging case, make sure that the left and right headset units are inserted into the correct sides, and that the ear fitting supports are properly attached to the headphones.
      4. When charging is complete, remove the headphones from the charging case, and check the indicator. If the indicator lights up or flashes, go to step 5.
    5. 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: Note: If the headphones are not displayed in the connected device, remove the headphones from the charging case once, then the headphones will enter pairing mode again and will be displayed in the device.
      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.

    6. Reset the headphones.

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

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

        Consult 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

        Note: The initialization is complete when the indicator light on the charging case flashes green 4 times. If the indicator does not light as expected, try the initialization again. To complete the initialization, make sure the lid of the charging case is closed before pressing the initialize button. If you fail to close the charging case completely or remove the headphones from the charging case before the initialization is complete, the initializing process will not finish.

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

    Go to the Headphones Troubleshooting Guide top page