Article ID : 00269438 / Last Modified : 10/20/2021

The headphones don't turn on (WF-1000XM4)

    Follow these steps to troubleshoot this issue when using the WF-1000XM4 earbud headphones:

    1. Select your problem:
      One earbud turns on, but the other one doesn't.

      Go to step 2.
      Neither side of the earbuds turns 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 enabled.
      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 touch sensor control function or Voice Assistant function is set according to the way you use the earbuds.

      When these functions are enabled, only the side with the touch sensor control function set to Playback control can be used by itself.

      • If you want to use one side of the earbuds by itself: Follow these steps to set the touch sensor control function of the desired side to Playback control:
        1. Open the Sony | Headphones Connect app.
        2. In the System tab, select (settings) next to the Change the touch sensor function menu.
        3. Select the side you want to use by itself, either L (Left) or R (Right), and set the Function to Playback control.

        Note: When you assign Playback control to both sides, full functionality is only available on the Right side.

      • If you want to use either earbuds by itself: Set the Voice Assistant function to Voice Assist Function of Mobile Device. With this setting, either side of the headphones can be used by itself.
        1. Open the Sony | Headphones Connect app.
        2. Select (down arrow) near the Voice Assistant menu.
        3. Select Voice Assist Function of Mobile Device.
      After changing the settings, the earbuds turn on.
      The settings prevented using them the way you wanted.
      The earbuds still 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.

      IMPORTANT:Do not use compressed air to remove dust as this can cause dust to get into the microphone or sound outlet holes, leading to malfunction.

      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 when the earbuds are stored in the charging case:

      The earbuds are fully charged. Go to step 5.
      The indicator lights up in green for about six seconds when the lid is opened or closed:

      The earbuds are fully charged. Go to step 5.
      The indicator lights up in orange for about three seconds when the headphones are stored in the charging case:

      The remaining battery level may be low. Charge the earbuds for about 30 minutes and, after that, go to step 5.
      The indicator lights up in orange for about six seconds when the lid is opened or closed:

      The remaining battery level may be low. Charge the earbuds for about 30 minutes and, after that, go to step 5.
      The indicator does not light when the earbuds are stored in the charging case:

      Charge the earbuds and check if the indicator lights up. If the indicator does not still turn on, or the case flashes in red after charging, go to step 9.
      The indicator flashes in red when the lid is opened or closed

      Charge the headphones and check if the indicator lights up. If the indicator still doesn't turn on, or the case flashes in red after charging, go to step 9.
      The indicator repeatedly flashes twice in red when the earbuds are stored in the charging case:

      The charging condition may be unstable. Check the notes on charging page, and charge the earbuds again. If the status of the indicator does not change, go to step 9.
      The indicator repeatedly flashes three times in red when the lid is opened or closed

      Charging condition may be unstable. Check the notes on charging page, and charge the earbuds again. If the status of the indicator does not change, go to step 9.
    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 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:
    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 8.
      The Notification & Voice Guide is set to Off.
      Change it to On, and then go back to step 5.
    8. Reset the earbuds:

      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 earbuds.
      The issue is not resolved.
      Go to step 9.
    9. 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 headphones to restore factory settings page for instructions.


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

    Go to the Headphones Troubleshooting Guide

     

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