The headphones do not turn on. (WF-1000XM5)

1. 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 or orange when the headphones are stored in the charging case

   

   

   
   The headphones are fully charged. Go to step 2.

   The indicator flashes in orange

   

   

   
   The abnormal temperature or some other issue prevented charging. Go to step 7.

   The indicator does not light up

   
   The remaining battery of the headphones is 1% or lower. Charge the headphones and check if the indicator lights up. If the indicator does not still turn on, go to step 5.

   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.

2. Wear the headphones and check if you can hear the voice guidance.

   I can hear the voice guidance from the headphones.

   Go to step 3.

   I cannot hear the voice guidance from the headphones.

   Go to step 4.

3. 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:

   • For Android: Pairing and connecting with an Android smartphone
   • For iPhones: Pairing and connecting with an iPhone
   • For other devices: How to pair Bluetooth headphones with a Bluetooth source device

4. 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 6.

   The Notification & Voice Guide is set to Off.

   After setting it to On, go back to step 2.

5. Try the following procedure, and check if the headphones turn on.
   1. Make sure that the earbud tips are properly attached to the headphones.
   2. Set the headphones into the charging case, and start charging.
      Note: Make sure that the left and right units are inserted into the correct sides.
   3. Remove the headphones from the charging case, and check if the indicator lights up in green or orange.

   The headphones turn on.

   The issue may have been caused by the way the ear fitting supporters were attached or placed into the charging case.

   The headphones do not turn on.

   Go to the next troubleshooting step.

6. 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 issue is resolved.

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved.

   Go to the next troubleshooting step.

7. 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

   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