The WH-1000XM4 headphones won't pair with a device, or the device has no sound after pairing.

IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

The headphones may have been connected to the device through Low Energy (LE) communication mode. If this occurs, the headphones may not pair to the device or the device may not have sound.

To resolve the issue, make sure to press the Power button on the headphones for seven seconds to put the headphones in pairing mode before you pair the headphones with the device.

After the headphones are in pairing mode, both WH-1000XM4 and LE_WH-1000XM4 appear on the device screen. LE_WH-1000XM4 may appear first, and then a few seconds later WH-1000XM4 will appear. Wait for the WH-1000XM4 to appear on the device screen and then select it.

NOTES:

• It can take up to 1 minute for WH-1000XM4 to appear
• If you want to connect the headphones to 2 devices simultaneously (multipoint connection), open the Sony | Headphones Connect app and turn on Connect to 2 devices simultaneously. The LE_WH-1000XM4 may appear first, but wait for the WH-1000XM4 to appear on the device screen and then select it