My headphones (earbuds) won't connect to the Sound Connect app or the app doesn't detect my headphones

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 this issue occurs, update your Sony | Sound Connect app to the latest version and connect the headphones again.

• If a new software is available for your headphones, you will be notified with a software update when you open the app, or a banner will appear at the bottom of the app

  
  Notice informing of software update

  
  Banner informing of software update

If the issue still occurs, follow these steps and check if the issue is resolved after you complete each step.

1. Restart the mobile device.
2. For Truly Wireless Headphones, place the earbuds in the charging case, close the lid, and wait for a few seconds before removing them.
3. Reset the headphones.
4. Inititalize the headphones.