The headphones won't pair with the device or won't connect with the device once paired (WF-1000XM4)

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 article The headphones or speaker cannot connect with a desired device when I have paired with multiple devices.

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:
   
   • If the indicator lights up in green for about six seconds:
   • The charging case is fully charged. Go to the next troubleshooting step.
     
   • If the indicator lights up in orange for about six seconds:
   • The remaining battery level of the charging case is 94% or less. Go to the next troubleshooting step.
     
   • If the indicator doesn't light up:
   • The remaining battery level of the charging case is 0%. Try the pairing or Bluetooth connection after charging.
     
2. Perform the following steps with the earbuds and playback device, and check if the pairing can be done successfully.
   1. Restart the playback device to see if it has a temporary malfunction that may be causing the issue.
   2. Initialize the earbuds.
      IMPORTANT: After initialization, the earbuds will return to the factory settings and all Bluetooth pairing information will be deleted.

      Watch this video or refer to the Initializing the earbuds to restore factory settings page for instructions.
      

   3. Delete the Bluetooth device information of your playback device.
   4. Pair the devices again.
      Refer to the appropriate article:
      • For Android™ phones: Pairing and connecting with an Android smartphone
      • For iPhone® phones: Pairing and connecting with an iPhone
      • For other devices: How to pair Bluetooth headphones with a Bluetooth source device
   • 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 earbuds with a different Bluetooth-enabled device.
   • Pairing can be done successfully.
   • The original device used may have caused the issue. It's recommended to use a different device or consult the manufacturer of the original device.
   • Pairing fails on these devices too.
   • The earbuds may be malfunctioning and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide top page