Article ID : 00154558 / Last Modified : 08/23/2016

The Neckband-style wearable device does not respond when the buttons are pressed.

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IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

If the Neckband-style wearable device does not respond to any operation even while it is turned on, check the following.
NOTE: It may take time for the Neckband-style wearable device to turn on if you have saved a lot of music files in its internal memory. The more music that you have saved, the longer it may take to turn on.

  • After transferring music files and disconnecting the Neckband-style wearable device from a computer, it may take 10 minutes or more before it becomes operable. This is more likely to happen if a lot of music files were transferred at once. Wait for the device to process the newly transferred music files.

    NOTE: Intermittent beep sounds may be heard after disconnecting the device from the computer.

  • If you play back a song right after transferring a lot of music files to the Neckband-style wearable device, the device may not be operable for 5 minutes. This is more likely to happen if a lot of music files were transferred at once. Wait for the device to process the newly transferred music files.
  • Check if the device has enough charge. The device may not work properly if the battery charge is low.
  • Reset the device.

    1. While the device is turned on, press and hold the Power button for 16 seconds.
    2. After it shuts down, turn it on again.
  • Initialize the device (resetting to factory default).

    1. While the device is turned on, press and hold the Power button for 16 seconds.
    2. After it shuts down, press the Power button and the VOLUME DOWN button simultaneously for more than 10 seconds until the device vibrates.

      NOTES:

      • The light indicator will flash for about 10 minutes.

      • All data, such as music files and pictures, will be deleted after resetting the device to factory default.

If the issue is not resolved after following the suggestions above, service may be required.

For all Sony products (EXCEPT VAIO computers): To send your product to a Sony facility to be repaired or to check the status of the a repair, visit our eService web site.

  

For VAIO Computer products: Please call 1-888-4SONYPC (476-6972) for service information for your product. To check the status of your VAIO product repair, have your phone number or Best Buy service number available and call 1-800-433-5778.