Sony SupportHeadband

Article ID : 00278600 / Last Modified : 11/17/2023Print

The headphones don't turn on (LinkBuds or LinkBuds UC)

    Follow these steps to troubleshoot this issue when using the Linkbuds:

    1. Select your problem:
      LinkBuds: One side of the headphones does turn on, but the other side does not.
      Go to step 2.
      LinkBuds: Neither side of the headphones turns on.
      Go to step 2.
      LinkBuds UC: One side of the headphones does not turn on, or neither side of the headphones turn on.
      Go to step 4.
    2. Open the Sony | Headphones Connect app and check if Google Assistant or Amazon Alexa™ is enabled.
      Google Assistant or Amazon Alexa is enable.
      Go to step 3.
      These functions are not enabled, or you don't know if they are.
      Go to step 4.

    3. Make sure the tap operation function or Voice Assistant function is set according to the way you use the Linkbuds:

      If you use the Google Assistant or Amazon Alexa features on the Linkbuds, you can only use the side of the earbud that the Google Assistant or Amazon Alexa feature is assigned. If you want to use the other side of the earbud unit alone, in the Sony | Headphones Connect app, assign Google Assistant or Amazon Alexa to the side (L or R) you want to use.
      Note: When the Service Link feature is turned on using the Sony | Headphones Connect app, only the Right side can be used by itself.

      • If you want to use either side of the Linkbuds: Set the tap operation function of the desired side to Google Assistant or Amazon Alexa:
        1. Open the Sony | Headphones Connect app.
        2. In the System tab, select (Settings) near the Change the tap operation function menu.
        3. Select the side you want to use by itself, either L (Left) or R (Right), and set the Function to Google Assistant or Amazon Alexa.
      • If you want to use either earbud by itself: Set the tap operation function menu to other than Voice Assist Function, Google Assistant, or Amazon Alexa:
        1. Open the Sony | Headphones Connect app.
        2. In the System tab, select (Settings) near the Change the tap operation function menu.
        3. Select the tap operation function other than Voice Assist Function, Google Assistant, or Amazon Alexa.
      After changing the settings, the Linkbuds turn on.
      The headphones settings cause the issue.
      The headphones don't turn on.
      Go to step 4.

    4. Clean the charging ports on the earbuds and charging case. Then check the indicator on the charging case.

      After you clean the charging ports place the earbuds in the charging case, and check the indicator status on the charging case.

      The indicator lights up in green for about three seconds

      The Linkbuds are fully charged. Go to step 5.
      The indicator lights up in orange for about three seconds

      The remaining battery is low. Charge the earbuds for about 30 minutes using the supplied USB Type-C cable, and go to step 5.
      The indicator flashes in orange

      The abnormal temperature or some other issue prevented charging. Go to step 6.
      The indicator doesn't light up

      Go to step 8.
    5. Wear the earbuds and check if you can hear the voice guidance.
      I can hear the voice guidance from the earbuds.
      Go to step 6.
      I can't hear the voice guidance from the earbuds.
      Go to step 7.

    6. Check the Bluetooth® settings to make sure that the earbuds are connected via Bluetooth, play music from the connected device, and check if you can hear the sound.

      I can hear the sound from the connected device.
      The issue was caused by the settings or the low battery level.
      I can't hear the sound from the connected device.
      The earbuds may not be connected to the device. Refer to the appropriate article to establish a Bluetooth connection:
    7. Check the Voice Guidance settings:
      1. Open the Sony | Headphones Connect app.
      2. In the System tab, check the Notification & Voice Guide setting.
      The Notification & Voice Guide is set to On.
      Go to step 9.
      The Notification & Voice Guide is set to Off.
      Change it to On, and then go back to step 5.
    8. Perform the following procedure, and check if the Linkbuds turn on.
      1. Make sure that the ear-fitting supporters are properly attached to the earbuds.
        Note: If the ear fitting supporters are not properly attached, the charging case and headphones can't contact one another and the charging may fail. Align the protruding part of the headphones with the cutout on the fitting supporter (A). Make sure to insert the fitting supporter completely.
      2. Set the earbuds into the charging case, and start charging.
        Note: Make sure that the left and right headset units are inserted into the correct sides.
      3. Remove the earbuds from the charging case, and check if the indicator lights up in orange for about three seconds.
      The headphones turn on
      The issue may have been caused by the way the ear fitting supporters were attached or placed into the charging case.
      The headphones don't turn on
      Go to step 9.

    9. Reset the Linkbuds.

      Watch this video or refer to the Resetting the Linkbuds or Resetting the LinkBuds UC page for instructions:

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the Linkbuds.
      The issue is not resolved
      Go to the next troubleshooting step.

    10. Initialize the Linkbuds.
      Note: Initialization returns the Linkbuds to the factory settings and all Bluetooth® pairing information is deleted.

      Watch this video or refer to the Initializing the LinkBuds to restore factory settings or Initializing the LinkBuds UC to restore factory settings page for instructions:

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

    Go to the Headphones Troubleshooting Guide