The headphones don't turn on (headband / in-ear)

1. Turn the headphones off and on again, then check to see if the Power indicator flashes.

   Note: The location and color of the power indicator differ depending on the product. For details, refer to the manual supplied with the product.
   • Power indicator on the WH-1000XM4 headphones
     
   • Power indicator on the WI-C400 headphones
     

   The indicator flashes

   The headphones turn on normally.

   The indicator flashes blue and red alternately or it flashes blue twice

   The headphones are in the Bluetooth pairing mode.
   Note: When you pair the headphones with a device for the first time after purchase or after initializing the headphones, the headphones enter pairing mode automatically.

   The indicator does not flash or light up

   Go to the next troubleshooting step.

2. Charge the headphones, then check to see if the indicator lights up.

   The indicator lights up

   The headphones are in the process of charging. Continue charging and go to the next troubleshooting step.

   The indicator does not light up

   There may be a problem with charging. Refer to The headphones do not charge article.

3. Reset the headphones.

   Note: For details on how to reset the headphones, refer to your model's Help Guide.
   WH-1000XM4 How to reset
   Press the (power) button and the CUSTOM button simultaneously while charging.
   
   WI-C400 How to reset
   The headphones are reset automatically when the charging starts.
   

   The headphones turn on

   The issue may have been caused by a temporary malfunction.

   The headphones do not turn on

   Go to the next troubleshooting step.

4. Initialize the headphones.

   Notes:

   • After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.
   • The method of initializing the headphones differs depending on the model. For details, refer to the headphones Help Guide.
   WH-1000XM4  　
   1. Turn off the headphones while the USB Type-C™ cable is not connected.
   2. Press the (power) button and the CUSTOM button simultaneously and hold for at least seven seconds.
      
   3. When initialization is complete, the indicator flashes in blue four times.
      
   WI-C400 　
   1. Press the  (power) button and  (multi-function) button simultaneously and hold for at least seven seconds.
      
   2. The indicator flashes in blue four times.
      

   The headphones turn on

   The issue may have been caused by a temporary malfunction.

   The headphones do not turn on

   The headphones may be malfunctioning and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide