Sony SupportSTR-DE635

Article ID : 00274307 / Last Modified : 05/13/2024Print

The headphones won't pair with the device or won't connect with the device once paired (WF-1000XM3)

    Follow these steps to troubleshoot Bluetooth® pairing issues when using the WF-1000XM3 headphones:

    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 Unable to connect the headphones or speaker to a device when I have paired it with multiple devices article.

    1. Initialize the headphones and then check the status of the indicators after you remove them from the charging case.

      Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      Visit the Help Guide or watch this video for instructions:

      If the 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 can't be done properly. Refer to the The headphones do not charge article.
    2. Perform the following procedure, and check if the pairing can be done successfully.
      1. Restart the playback device.
        Turn off the device, and turn it on again.
      2. Delete the Bluetooth device information of your playback device.
        Refer to the How to delete the Bluetooth device information of your playback device article.
      3. Perform pairing again.
        Refer to the appropriate article:
      Pairing can be done successfully.
      The playback device may have caused the issue or there may have been a temporary malfunction with the Bluetooth pairing connection.
      Pairing fails.
      Go to the next troubleshooting step.

    3. If available, pair your headphones with a different Bluetooth-enabled device:

      Pairing can be done successfully.
      The original device may have caused the issue. It's recommended to use a different device, or consult the manufacturer of the original device for further assistance.
      Pairing fails on these devices too.
      The headphones may be malfunctioning and require repair.  Go to Product Repair. .

    Go to the Headphones Troubleshooting Guide top page