Sony SupportSTR-DE635

Article ID : 00348095 / Last Modified : 10/31/2024Print

I cannot pair or connect my headphones and playback device (LinkBuds Open)

    Before you start

    If you have paired the headphones with multiple devices before and can no longer connect with one of those devices, refer to this article: The headphones or speaker cannot connect with a desired device when I have paired with multiple devices.

    Solution

    Follow these steps to troubleshoot the issue:

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

      The indicator lights up in green or orange

      The headphones are fully charged. Go to the next troubleshooting step.
      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.
      The indicator does not light up

      The remaining battery of the headphones is 1% or lower. Charge the headphones, and after charging is complete, try the pairing again.
    2. Perform the following procedure, 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.
        For details on how to delete the Bluetooth device information, refer to this article: How to delete the Bluetooth device information of your playback device.
      3. Perform the pairing again.
        Refer to the appropriate article:
      Pairing can be successfully completed.
      There seems to have been an issue connecting with the 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 device, 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 also fails on these devices.
      Go to the next troubleshooting step.

    4. For devices that have been connected with LE Audio in the past, turn off the Bluetooth setting:

      If any devices have ever connected with LE Audio, the headphones may automatically connect with the device when the headphones enter the pairing mode. If this is the case, turn off the Bluetooth setting on the connected device and perform pairing with another device.

      Pairing can be done successfully
      The headphones were connected to another device.
      Pairing fails
      Go to the next troubleshooting step.

    5. Reset the headphones.

      Refer to the article How to reset or initialize the LinkBuds Open

      If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

      Pairing can be done successfully.
      A temporary malfunction of the headphones may have caused the issue.
      Pairing fails.
      Go to the next troubleshooting step.
    6. Initialize the headphones, and then try the pairing again.

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

        Refer to the article How to reset or initialize the LinkBuds Open

      2. Perform pairing again.
        Refer to the appropriate article: Note: If the headphones are not displayed in the connected device, remove the headphones from the charging case once, and then the headphones will enter pairing mode again and appear on the device.
      Pairing can be done successfully.
      A temporary malfunction of the headphones may have caused the issue.
      Pairing fails.
      The headphones may have malfunctioned, and service may be required.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide top page