Article ID : 00269494 / Last Modified : 05/11/2021

Troubleshooting Bluetooth pairing issues with the Truly Wireless headphones (WF-1000XM4)

    Follow these steps to troubleshoot Bluetooth pairing issues using WF-1000XM4:

    1. Check the status of the indicator when you place both (left and right) earbuds in the charging case and open/close the lid:

      If the indicator lights up in green for about 6 seconds
      The charging case is fully charged. Go to the next troubleshooting step.
      If the indicator lights up in orange for about 6 seconds
      The remaining battery charge of the charging case is 94% or less. Go to the next troubleshooting step.
      If the indicator does not light up
      The remaining battery charge of the charging case is 0%. Try the pairing or Bluetooth connection after charging.
    2. Try the following procedure, and check if the pairing can be done successfully.

      1. Initialize the headphones.

        Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

        Refer to the Initializing the headphones to restore factory settings article to initialize the headphones.

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


      2. Restart the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
      3. Delete the Bluetooth device information of your playback device.
        For details on how to delete the Bluetooth device information, refer to the How to delete the Bluetooth device information of your playback device article.
      4. Perform pairing again.
        Refer to the appropriate article:
      Pairing can be done successfully.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      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 fails on these devices too.
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide top page