Article ID : 00224932 / Last Modified : 01/17/2024Print

Troubleshoot Bluetooth pairing issues (headband / in-ear)

    Follow these steps to troubleshoot this issue:

    Before you start

    If you have paired the headphones with multiple devices before and now cannot connect with one of those devices, refer to the article Unable to connect the headphones or speaker to a device when I have paired it with multiple devices.

    1. Check the status of the indicator when you turn on the headphones after initializing it:
      • After initialization, the headphones will return to the factory settings and all Bluetooth® pairing information will be deleted.
      • The method of initializing the headphones differs depending on the model. For details, refer to the headphones Help Guide. Manuals are posted on your model support page.
      View WH-1000XM4 initialize instructions   View WI-C400 initialize instructions  
      • The indicator flashes blue and red alternately or it flashes blue twice
      • The headphones are initialized and is in Bluetooth pairing mode. Go to the next troubleshooting step.
      • The indicator flashes
      • The headphones turned on without being initialized. Initialize the headphones again.
      • The indicators do not flash
      • Charging cannot be done properly. Refer to the The headphones do not charge article.
    2. Perform the following procedure with the headphones and playback device, and check if the pairing can be done successfully.
      1. Restart the playback device to see if it has a temporary malfunction that may be causing the issue.
        Turn off the device, and turn it on again.
      2. Delete the Bluetooth device information of your playback device.
      3. Perform pairing again.
        For details, refer to your model's Help Guide. Manuals are posted on your model support page.
      • Pairing can be done successfully.
      • There was an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      • Pairing fails.
      • Go to the next troubleshooting step.
    3. If available, pair your headphones with a different Bluetooth-enabled device:
      • Pairing can be done successfully.
      • The original device used may have caused the issue. It's recommended to use a different device or consult the manufacturer of the original device.
      • Pairing fails on these devices too.
      • The headphones may be malfunctioning and require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide