Sony SupportSTR-DE635

Article ID : 00294240 / Last Modified : 11/29/2023Print

The headphones (earbuds) won't pair with the device, or won't connect with the device once paired (WF-C700N)

    Follow these steps to troubleshoot this issue:

    Before you start

    • If you have paired the earbuds with multiple devices before and now can't 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.

    • Make sure that the earbuds are inserted correctly in the charging case.

      If the earbuds are not touching the charging port because they are floating in the charging case or the charging port is dirty, the charging may fail.

      After cleaning the earbuds, inside the charging case, and the charging port of the earbuds, place them in the charging case, and without connecting the charging cable, check the indicator of the charging case. For details, refer to How to care for the headphones article.

    Solution

    1. Check the status of the indicator when you place both (left and right) earbuds in the charging case and open/close the lid.

      The indicator lights up in green or orange

      The earbuds are fully charged. Go to the next step.
      The indicator doesn't light up

      The remaining battery of the earbuds is 1% or less. Charge them and then pair them again.
    2. Perform the following steps, and check if the pairing can be done successfully.
      1. Restart the device you are trying to pair.
      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.
      There seems to have been an issue connecting with the device, such as Bluetooth pairing being disconnected.
      The pairing fails.
      Go to the next step.

    3. If you have a different smartphone, Walkman, or other device, try to perform a Bluetooth pairing with the earbuds 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.
      Go to the next step.

    4. Reset the earbuds.

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

      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction of the headphones.
      The pairing fails.
      Go to the next step.
    5. Initialize the earbuds, and then try the pairing again.

      1. Initialize the earbuds.
        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 earbuds to restore factory settings page for instructions:

      2. Pair the devices again.
        Refer to the appropriate article: Note: If the earbuds are not displayed in the connected device, remove them from the charging case once, the earbuds will enter pairing mode again and be displayed in the device.
      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction of the headphones.
      The pairing fails.
      The earbuds may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide top page