Sony SupportSTR-DE575

Article ID : 00276757 / Last Modified : 06/28/2023Print

The headphones won't pair with the device or won't connect with the device once paired (LinkBuds, LinkBuds UC)

    Follow these steps to troubleshoot Bluetooth® pairing issues with the WF-L900 LinkBuds or LinkBuds UC.

    Before you start

    Solution

    1. Select your model and/or issue:

      LinkBuds: Can't pair with the device or cannot connect with the device once paired.
      Go to step 3
      LinkBuds UC: Can't connect with the device using the USB transceiver
      Go to step 2.
      LinkBuds UC: Can't 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 LinkBuds in the charging case and close the lid.
    4. Remove the LinkBuds from the charging case, and then check the status of the indicator light:
      The indicator lights up in green for about three seconds and then turns off.

      The remaining battery of the LinkBuds is 95% or higher. Go to step 3.
      The indicator lights up in orange for about three seconds and then turns off.

      The remaining battery of the LinkBuds is between 94% and 1%. Charge them and then pair again.
      The indicator lights up and immediately turns off.

      The remaining battery of the LinkBuds is less than 1%. Charge the LinkBuds and try the pairing again.
      The indicator doesn't light up.
      Follow these steps:
      1. Make sure that the ear fitting supporters are properly attached to the LinkBuds. Align the protruding part of the LinkBuds with the cutout on the fitting supporter (A). Make sure to insert the fitting supporter completely.

        Note: If the LinkBuds and the charging case don't make contact with each other, charging or pairing may fail.
      2. Clean the charging ports in the charging case.
      3. Place the LinkBuds in the charging case and close the lid to start charging.
        Note: If you don't hear a click sound when putting the LinkBuds into the charging case, make sure that the left and right units are inserted into the correct sides, and that the ear fitting supporters are properly attached to the LinkBuds.
      4. When charging is complete, remove the LinkBuds from the charging case, and check the indicator. If the indicator lights up in green for about three seconds, go to step 3.
    5. Perform the following steps with the LinkBuds and the playback device, and check if the pairing can be done successfully.
      1. Restart the device you are trying to pair with.
      2. Delete the Bluetooth device information of your playback device.
      3. Pair the devices again.
        Refer to the appropriate article:
      The pairing can be successfully completed.
      The playback device may have caused the issue, or there may have been a temporary malfunction with the Bluetooth pairing connection.
      The pairing fails.
      Go to the next troubleshooting step.

    6. Reset the LinkBuds.

      Watch this video or refer to the Resetting the LinkBuds or Resetting the LinkBuds UC page for instructions:

      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction of the earbuds.
      Go the next step.
    7. Initialize the LinkBuds, and then pair the devices again.

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

        Watch this video or refer to the Initializing the LinkBuds to restore factory settings or Initializing the LinkBuds UC to restore factory settings page for instructions:

        Note: The initialization is complete when the indicator light on the charging case flashes green 4 times. If the indicator doesn't 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. Pair the devices again.
        Refer to the appropriate article:
      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction.
      The pairing fails.
      The headphones may have malfunctioned and required repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide top page