Sony SupportSRS-XB31

Article ID : 00274902 / Last Modified : 05/13/2024Print

The headphones do not charge (WF-C500)

    Follow these steps to troubleshoot why the WF-C500 headphones don't charge:

    1. Take the charging case to a room with an ambient temperature between 59 °F - 95 °F (15 °C and 35 °C), and charge it again.

      The issue is resolved
      The issue was caused by the ambient temperature being too high or too low.
      The issue is not resolved
      Go to step 2.

    2. Use the supplied USB Type-C™ cable to connect the charging case to a USB AC adapter or computer, and check if the case is charging.

      The case is charging
      Use the USB Type-C cable that is supplied with the headphones. Charging may not be possible with a commercially-available cable or a USB hub.
      The case is not charging
      Go to step 3.

    3. Clean the headphones and charging ports, set the headphones into the charging case, and check the indicator status on the charging case.

      Note: When cleaning, do not use compressed air to remove dust as this can cause dust to get into the microphone or sound outlet holes, leading to malfunction.

      The indicators light up in orange for about one minute and then turn off


      The headphones are fully charged. Wear the headphones, establish a Bluetooth® connection to the device, and check if you can hear sound from the connected device.
      If you can't hear sound, refer to the There is no sound, or sound is only heard from one side of the headphones article.
      The indicators repeatedly flash slowly in orange for about 15 seconds

      The remaining battery level of the headphones is 20% or lower, or the remaining battery level of the charging case is 30 % or lower. Go to step 4.
      The indicators repeatedly flash twice in orange

      Go to step 5.
      The indicators repeatedly flash slowly in orange

      Go to step 5.

    4. Set the headphones into the charging case, connect the charging case using the supplied USB Type-C cable, and check if the charging can be completed.

      Note: Clean the charging port before charging.

      The charging can be completed
      The charging port of the charging case may have been dirty.
      Note: Regular cleaning is recommended to prevent issues with charging.
      The charging cannot be completed
      Go to step 8.
    5. Set the headphones into the charging case, connect the charging case using the supplied USB Type-C cable, and check the indicator status on the charging case again.
      The indicator lights up in orange when charging starts

      The headphones are in the process of charging. Wait until the headphones are fully charged.
      The indicators repeatedly flash twice in orange

      Go to step 8.
      The indicators repeatedly flash slowly in orange

      Go to step 8.
      The indicators do not light up

      Go to step 6.
    6. Check if you can charge a different device with the same AC adapter or USB port.
      Use the same AC adapter or the USB port on the computer to charge a different mobile device or product.
      The mobile device or product is charging
      Go to step 7.
      The mobile device or product is not charging
      The AC adapter or USB port may not be working. Contact the manufacturer of that device.

    7. Clean the charging port on the charging case, and charge the case again.

      If any dust or dirt is in or around the charging port, it may not charge properly. Remove the dust or dirt with soft, dry cloth before charging.

      The case is charging
      The charging port was dirty.
      Note: Regular cleaning is recommended to prevent issues with charging.
      The case is not charging
      The headphones may be malfunctioning and may require repair.  Go to Product Repair. 

    8. Reset the headphones.

      Visit the Help Guide or watch this video for instructions:

      The issue is resolved
      The issue was caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.

    9. Initialize the headphones.

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

      Visit the Help Guide or watch this video for instructions:

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning and may require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide