Sony SupportWF-1000XM3

Article ID : 00271772 / Last Modified : 13/05/2024Print

The headphones cannot pair with the device, or cannot connect with the device once paired. (WF-1000XM3)

    Follow these steps to troubleshoot this issue:

    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 indicators when you turn on the headphones after initializing it:
      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      Visit the Help Guide (English only. For more languages, please visit here) or view the following video on how to initialize the headphones:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      If blue and red indicators flash alternately, or blue indicator flashes twice at a time
      The headphones are initialized and is in Bluetooth pairing mode. Go to the next troubleshooting step.
      If the indicators flash twice and then turn off
      The headphones turned on without being initialized. Initialize the headphones again.
      If 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.
        Refer to the appropriate article:
      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 devices, 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 have malfunctioned, and service may be required.

    Go to the Headphones Troubleshooting Guide top page