Sony SupportWH-1000XM6

Article ID : 00206013 / Last Modified : 26/06/2025Print

The headphones cannot pair with the device, or cannot connect with the device once paired (Headband/In-Ear)

    For WH-1000XM6 users
    Select another model

    Before you start

    • The headphones will enter the pairing mode automatically when pairing a device for the first time after purchase or after initializing or repairing the headphones. To pair a second or subsequent device, press and hold the (power) button on the headphones for about 5 seconds to enter pairing mode.
    • When pairing a device once again after initializing or repairing the headphones, the device may retain the pairing information and you may be unable to pair the device with the headphones. In this case, delete the pairing information for the headphones from the device and pair them again.
    • If the headphones automatically connect to the last connected Bluetooth device, the Bluetooth connection to other devices may fail. If this is the case, operate the last connected Bluetooth device to disconnect the Bluetooth connection.
    • 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.

    Solution

    Follow these steps to troubleshoot the issue:

    1. 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.

    2. 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.

    3. Reset the headphones.

      For details on how to reset the headphones, refer to the Help Guide.

      Hint: 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.
    4. Initialize the headphones, and then try the pairing again.

      For details on how to Initialize the headphones, refer to the Help Guide.
      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      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