Sony Support

Article ID : 00299355 / Last Modified : 08/09/2023Print

The headphones cannot pair with the device, or cannot connect with the device once paired. (WF-1000XM5)

    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

    Follow these steps to troubleshoot the issue:

    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 indicator lights up in green or orange

      The headphones are fully charged. Go to the next troubleshooting step.
      The indicator repeatedly flashes in orange and blue when the lid is opened

      The software update is in progress. Wait until the update is complete.
      The indicator does not light up

      The remaining battery of the headphones is 1% or lower. Charge the headphones and, after charging is complete, try the pairing again.
    2. 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:
      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.

    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.
      Go to the next troubleshooting step.

    4. For devices that have been connected with LE Audio in the past, turn off the Bluetooth setting:

      If there are any devices that have ever connected with LE Audio, the headphones may automatically connect with the device when the headphones enter the pairing mode. If this is the case, turn off the Bluetooth setting on the connected device, and perform pairing with another device.

      Pairing can be done successfully
      The headphones were connected to another device.
      Pairing fails
      Go to the next troubleshooting step.

    5. Reset the headphones.

      Refer to 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.
    6. Initialize the headphones, and then try the pairing again.

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

        Refer to 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

      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