Article ID : 00272708 / Last Modified : 03/12/2021

The headphones do not turn on. (WF-C500)

    Follow these steps to troubleshoot when the headphones do not turn on:

    1. Clean the charging ports of the headphones, and check the indicator of the charging case.

      Clean the headphones and charging ports, set the headphones to the charging case, and check the status of indicator on the charging case. For details on how to clean the headphones, refer to the How to care for the headphones article.
      image indicating the charging ports

      • A: Charging port

      Note: When cleaning, do not use compressed air to remove dust as this can cause dust to get into the microphone or sound outlet holes, leading to malfunction.

      The indicators light up in orange for about 1 minute and then turn off


      The headphones are fully charged. Go to step 2.
      The indicators repeatedly flash slowly in orange for about 15 seconds

      The remaining battery of the headphones is 20% or lower, or the remaining battery of the charging case is 30 % or lower. Charge the headphones and, after that, go to step 2.
      The indicators repeatedly flash twice in orange

      Go to step 6.
      The indicators repeatedly flash slowly in orange

      Go to step 6.
    2. Wear the headphones and check if you can hear the voice guidance.
      I can hear the voice guidance from the headphones.
      Go to step 3.
      I cannot hear the voice guidance from the headphones.
      Go to step 4.
    3. Play music on the connected device, and check if you can hear the sound.

      Pair and connect the headphones and the device via Bluetooth, and check if you can hear the sound on the connected device.

      I can hear the sound on the connected device.
      The issue has been resolved by charging or changing the settings.
      I cannot hear the sound on the connected device.
      Pairing may have not completed. Refer to the appropriate article to connect with the device:
    4. Check the Voice Guidance settings:
      1. Open the Sony | Headphones Connect app.
      2. In the System tab, check the Notification & Voice Guide setting.
      The Notification & Voice Guide is set to On.
      Go to step 5.
      The Notification & Voice Guide is set to Off.
      After setting it to On, go back to step 2.
    5. Reset the headphones.

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

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    6. Initialize the headphones.

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

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

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube


      The issue is resolved
      The issue may have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide