Sony SupportWF-1000XM6

Article ID : 00369422 / Last Modified : 04/03/2026Print

I cannot connect my earbuds or headphones to the Sony | Sound Connect app

The Sony | Sound Connect app does not detect the headphones.

    1. If the issue occurs, update the Sony | Sound Connect app to the latest version and try the setup again.
      Note: Some models require a certain version of the Sony | Sound Connect app to connect properly.
    2. If the issue is still not resolved, follow these steps:
      Note: Since any of these steps could resolve the issue, check to see if the problem is fixed after completing each step.
      1. Restart your mobile device.
      2. Restart your earbuds/headphones.
        • For Truly Wireless earbuds: Set the earbuds in the charging case once, and then remove them.
          For the WF-1000XM5:
          • When removing the earbuds from the charging case, always remove the right (R) side first, then the left (L) side.
          • Once the earbuds can connect to the Sound Connect app, update them to the latest software version. After the update is complete, it doesn't matter which earbud you remove first when restarting them.
        • For other headphones: Turn the headphones off, and then turn them on again.
      3. Close the Sony | Sound Connect app once, and launch it again.
        Note: To close the app, display the app list on your smartphone and swipe up on the Sony | Sound Connect app. For more details, refer to your smartphone's manual.
      4. Delete or forget the earbuds/headphones from your phone's Bluetooth settings, and perform the pairing again.
        To delete the pairing information:
      5. Uninstall and reinstall the Sony | Sound Connect app:
        Sony | Sound Connect on Google Play
        Sony | Sound Connect on App Store
      6. Reset the earbuds/headphones.
      7. Initialize the earbuds/headphones.
        Note: For details on how to reset or initialize your earbuds/headphones, refer to the Help Guide or links below: