Sony SupportSRS-XV500

Article ID : 00348193 / Last Modified : 01/11/2024Print

I cannot pair or connect my headphones and playback device (WF-C510)

    Before you start

    • Radio interference will affect the Bluetooth communication between the headphones and playback device. The interference is likely to occur in a crowded place, near a store's cash registers, near a microwave, near traffic lights or automatic doors, inside a crowded train or in a station, etc. To avoid interference, move the headphones and speaker closer, or set the sound quality mode to Priority on stable connection in the Sony | Sound Connect app.
    • If you have paired the headphones with multiple devices before and can no longer connect with one of those devices, refer to this article: The headphones or speaker cannot connect with a desired device when I have paired with multiple devices.

    • Make sure the headphones are properly inserted into the charging case.

      If the headphones are not touching the charging port because the headphones are floating in the charging case or the charging port is dirty, the charging may fail.

      Set the headphones into the charging case after cleaning the headphones, inside the charging case, and the charging port of the headphones, then check the indicator of the charging case without connecting the charging cable. For details on how to clean the headphones, refer to this article: How to care for the headphones.

    Solution

    Follow these steps to troubleshoot the issue:

    1. Check the status of the indicator when you place both earbuds (left and right) in the charging case and open/close the lid.
      Image of headphones setting the charging case with the sphere-shaped part facing up

      The indicator lights up in green or orange

      The headphones are fully charged. Go to the next troubleshooting step.
      The indicator does not light up

      The remaining battery of the headphones is 1% or lower. Charge the headphones and, after charging is complete, try the pairing again.
    2. Try the following procedure, and check if the pairing can be done successfully.
      1. Restart the device you are trying to pair.
      2. Delete the Bluetooth device information of your playback device.
        For details on how to delete the Bluetooth device information, refer to this article: How to delete the Bluetooth device information of your playback device.
      3. Perform the pairing again.
      The pairing can be successfully completed.
      There seems to have been an issue connecting with the device, such as Bluetooth pairing being disconnected.
      The pairing fails.
      Go to the next troubleshooting step.

    3. If you have a different smartphone, Walkman, or other device, try to perform a Bluetooth pairing with the headphones and one of these other devices:

      Pairing can be done successfully.
      The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
      Pairing also fails on these devices.
      Go to the next troubleshooting step.

    4. Reset the headphones.

      Refer to the How to reset or initialize the WF-C510 article or view the How to reset video below:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction of the headphones.
      The pairing fails.
      Go to the next troubleshooting step.
    5. Initialise the headphones, and then try the pairing again.

      1. Initialise the headphones.
        Initialisation returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

        Refer to the How to reset or initialize the WF-C510 article or view the How to initialize video below:

        Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      2. Perform the pairing again.
        Refer to the appropriate article: Note: If the headphones are not displayed in the connected device, remove the headphones from the charging case once, then the headphones will enter pairing mode again and will appear in the device.
      The pairing can be done successfully.
      The issue may have been caused by a temporary malfunction of the headphones.
      The pairing fails.
      The headphones may have malfunctioned, and service may be required.

    Go to the Headphones Troubleshooting Guide top page