Various issues with the WH-1000XM6 headphones resolved with Sound Connect app update version 12.0.3 or later

This guide addresses display and functionality issues with the WH-1000XM6 headphones in the Sound Connect app. If you're experiencing missing features or incorrect product information, follow these simple steps to restore full functionality through app updates and device initialization.

Symptoms to identify

The following symptoms are resolved by the Sound Connect app version 12.0.3 update:

• The model name WH-1000XM appears on the Sound Connect app home screen
• The model picture for the WH-1000XM6 doesn't appear correctly in the app
• Service information doesn't appear on the Services tab
• The Quick Access item doesn't appear
• Spatial Sound Optimization doesn't appear
• 360 Reality Audio Setup doesn't appear
• There's no description in the Scene section
• No service information on the Discover section
• Get Started doesn't appear initially in the Discover section
• The Support Bot doesn't appear
• WH-1000XM6 doesn't appear when pressing Help on the app

Update the app and initialize the headphones

Perform the following steps to resolve the issue:

1. Update the Sound Connect app to version 12.0.3.
2. After the update is complete, initialize the headphones from the app.
   1. Tap My Device and scroll through the menu until you see Device settings.
      
   2. Tap Device setting.
      
   3. Tap the System tab.
      
   4. Tap Initialize Settings.
      
   5. Tap Initialize Headphones to Default State.
      
   6. Tap Initialize.
      
   7. For Apple® iPhone® device users, after the initialization is complete, delete the pairing history from the mobile device.
3. Pair the headphones with the device again.