I can't pair my Bluetooth headphones or speakers with my computer, or there is no sound even if Bluetooth pairing succeeded

IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

In this article, we'll go over some troubleshooting steps for pairing your headphones with a Windows computer or Mac for the following two problems:

1. You're unable to pair your Bluetooth headphones (or speaker) with the Windows computer or Mac
2. Your Bluetooth headphones or speaker are paired, but no sound is being output (click or tap to move to section)

How to pair your Bluetooth Headphones

Before we start, please feel free to check the following two articles if you're unsure about:

• How to activate Bluetooth pairing on your Sony headphones 
• How to add a Bluetooth device to your Windows or Mac Computer
• How to pair a Bluetooth speaker with a source device

I can't pair my headphones (or speaker); my headphones (or speaker) don't appear in the Computer Bluetooth list

Bluetooth checklist

We know that checklists aren't always fun, but please assure yourself of the following:

1. Your headphones (or speaker) are in Bluetooth pairing mode. It's easy to miss, especially with headphones or speakers that do not have a dedicated Bluetooth button. 
   Turning them on does not equal activating Bluetooth pairing mode. Oh, and charge them if the battery level is low because that also disables Bluetooth pairing. 
2. A new device can't find your headphones (or speaker) if they're already connected to a different device. Sure, some models have multipoint (in other words, they can connect to multiple devices at the same time). But Bluetooth devices are loyal: they quickly connect to a device they already know, like your smartphone. If they are connected to a different device, you may not find them in the Bluetooth menu. Turn off the Bluetooth of your phone to be sure. 
3. Bluetooth must be activated on your Computer or Mac. We know it's 'basic stuff', but your computer or Mac should warn you that Bluetooth isn't turned on. You can check the steps for Windows and Mac here:
   • Fix Bluetooth issues on Windows 10 or 11
   • Connect a Bluetooth device to your Mac

Are your headphones (or speaker) still missing? Here are 4 solutions for when your Bluetooth Headphones (or speaker) aren't appearing 

If you've completed the Bluetooth checklist, please try the following steps:

1. Update your headphones with the latest software. The Sony Sound Connect app will help you keep your headphones up to date. 
   • Sony Sound Connect for Android
   • Sony Sound Connect for Apple devices
      
2. You can turn Bluetooth on your computer OFF and ON again to refresh the Bluetooth search list.
    
3. Initialize your headphones (or speaker). Initializing means returning them to factory conditions. Doing so will clear all pairing information and automatically put your headphones (or speaker) into Bluetooth pairing mode. You can find the procedure for your Sony headphones (or speaker) in the manual. Manuals are posted on your model support page.
4. Confirm if you have the latest software installed on your Macbook or if you have the latest Bluetooth drivers installed on your Windows computer.
   • Your computer brand manufacturer can provide the latest Bluetooth drivers on their support website.

My Bluetooth headphones (or speaker) are connected, but no sound is output from the Windows or Mac computer.

You've got your headphones (or speaker) connected but are not hearing anything? The most plausible reason is the output device audio setting of your computer or Mac or in the application that you're using. 

1. Default playback device
   Your Mac or Windows PC has the speakers as the default playback device. You can change the output device in the sound settings:
   • Windows: Right-click on the volume icon > Open Sound settings. At the top, you can select the output device. (Or refer to this Windows sound settings page)
   • Click on the Apple menu > System Preferences > Sound > Output. Select your headphones (or speaker). (Or refer to this Apple sound settings page)
2. App-specific settings
   Some apps have specific output settings for audio (e.g. Audio streaming apps or online meeting apps). These apps may still select the speakers as default. Check the app audio settings to confirm that your headphones (or speaker) are selected as the primary playback device. The more connected output devices are in your vicinity  (e.g., headphones, TVs, or multiple smart speakers), the higher the likelihood of switching output devices.