Cannot operate headphones using the Quick Access feature

Follow these steps to troubleshoot this issue:

1. Check the connection status between the smartphone and the headphones:
   • Make sure that the Bluetooth function is ON on the smartphone
   • Make sure that the headphones are connected to the smartphone you want to use the Quick Access feature via Bluetooth
   • Since the partner service cannot be used during the LE Audio connection, even if you use the LE Audio-supported models with the headphones, in the Sony | Sound Connect (formerly Sony | Headphones Connect) app, in the LE Audio connection setting for headphone, make sure to select Classic Audio only (conventional connection method)
     Notes:
     • If the smartphone cannot be connected to the headphones after switching back to Classic Audio only, delete the pairing information (if the headphones model name is displayed as LE-xxxxx and the model name is without LE-xxxxx, delete both) on the smartphone, and perform the pairing again
     • Depending on the application, it may also be necessary to delete the connection history in the app
2. Check the following settings and notes regarding the app:
   • Make sure that the app you want to use the Quick Access feature with has been installed, and that you have already signed in to the app. You should also follow the on-screen guidance to complete the setup necessary for using the app.
     Hint: Make sure that the app is updated to the latest version.
   • Make sure that the headphones are allowed to be used on the app:
     * The following steps are examples. For details, refer to your smartphone's user manual.
     • For Android device (The setting is necessary for the Android 12 or later)
       1. On your smartphone, select Settings → Apps → See all apps, then select the app you're using (Amazon Music, Spotify, etc.)
       2. Select Permissions.
       3. Select Nearby Devices. If Don't allow is selected, tap Allow.
     • For iPhone
       1. On the smartphone Settings menu, select the app you want to use (Amazon Music, Spotify, etc.)
       2. If Bluetooth is OFF, set it to ON.
       3. On your smartphone, open Settings.
       4. Scroll down and tap Apps.
       5. Select the music app you're using.
       6. Make sure the toggle for Bluetooth is turned On (green).
   Notes:
   • Make sure not to cancel the target app while you are using the Quick Access feature.
   • Depending on the music app, additional setup may be required within the app itself. Launch the app you want to use and complete the connection settings for your headphones or speakers.
   • Supported services for the Quick Access feature vary depending on the country or region. You can check which services are supported by opening the Service tab on the Sony | Sound Connect (formerly Sony | Headphones Connect) app. Make sure that the Sony | Sound Connect app is updated to the latest version.
3. For LinkBuds, LinkBuds S, and WF-1000XM5, set the headphones into the charging case once, then remove them and try reconnecting with the app.
4. If the issue is still not resolved:
   • Reset the headphones.
   • If resetting the headphones does not solve the issue, initialize the headphones, pair them with the smartphone, and try reconnecting with the app.