Sony SupportMDR-Z1R

Article ID : 00275706 / Last Modified : 05/13/2024Print

The headphones don't turn on (WF-C500)

    Follow these steps to troubleshoot when your WF-C500 headphones won't turn on:

    1. Clean the charging ports [A] on the headphones and charging case, place the headphones into the charging case, and check the status of the indicator on the charging case.
      Charging ports are located inside the charging case and on each of the earbuds on the backside near the ear tips

      • A: Charging port

      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 a malfunction.

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


      The headphones are fully charged. Go to step 2.
      The indicators repeatedly flash slowly in orange for about 15 seconds

      The remaining battery charge of the headphones is 20% or lower, or the remaining battery charge of the charging case is 30% or lower. Charge the headphones and then go to step 2.
      The indicators repeatedly flash twice in orange

      Go to step 6.
      The indicators repeatedly flash slowly in orange

      Go to step 6.
    2. Wear the headphones and check if you can hear the voice guidance.
      I can hear the voice guidance from the headphones
      Go to step 3.
      I cannot hear the voice guidance from the headphones
      Go to step 4.

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

      I hear sound from the connected device
      The issue was caused by the settings or low battery level.
      I can't hear sound from the connected device.
      The earbuds may not be connected to the device. Refer to the appropriate article to establish a Bluetooth connection:
    4. 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 5.
      The Notification & Voice Guide is set to Off
      After setting it to On, go back to step 2.

    5. Reset the headphones.

      Watch this video or refer to the Resetting the headphones page for instructions:

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

    6. Initialize the headphones.

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

      Watch this video or refer to the Initializing the headphones page 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 require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide