Sony SupportWF-C710N

Article ID : 00294417 / Last Modified : 14/05/2025Print

The headphones cannot pair with the device, or cannot connect with the device once paired (WF-C710N, WF-C700N)

    Select another model

    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 The headphones or speaker cannot connect with a desired device when I have paired with multiple devices.

    • Make sure that the headphones are properly inserted in the charging case.

      If the headphones are not touching the charging port because the headphones are floating in the charging case, the headphones may fail to enter pairing mode.

    • Keep the headphones and the charging case clean. If the charging port is dirty, the headphones may fail to enter pairing mode.

      image that foreign substances are attached near the charging port of the charging case
      enlarged image that the foreign substances are attached near the charging port of the charging case

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

    Solution

    Note: The following procedure use WF-C700N images for reference.

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

      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 the article How to delete the Bluetooth device information of your playback device.
      3. Perform the pairing again.
        Refer to the appropriate article:
      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 fails on these devices too.
      Go to the next troubleshooting step.

    4. Reset the headphones.

      Refer to the Help Guide or view the How to reset video:

      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. Initialize the headphones, and then try the pairing again.

      1. Initialize the headphones.
        Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

        Refer to the Help Guide or view the How to initialize video:

      2. Perform pairing again.
        Refer to the appropriate article:
      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