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Article ID : 00276799 / Last Modified : 08/12/2022

The headphones cannot pair with the device, or cannot connect with the device once paired. (LinkBuds)

Applicable Products and Categories of This Article

Before you start

Update the headphones' software to the latest version. Doing so may resolve the issue. Perform the update before proceeding.
If you have paired the headphones with multiple devices before and now cannot connect with one of those devices, refer to the article The headphones or speaker cannot connect with a desired device when I have paired with multiple devices.

Solution

Place the LinkBuds in the charging case and close the lid.
Remove the LinkBuds from the charging case, and then check the status of the indicator light:
The indicator lights up or flashes (in green or in orange).

The headphones are correctly stored in the charging case. Go to step 3.
The indicator does not light up.
The headphones may not be stored in the charging case correctly because the ear fitting supporters are not properly attached or for some other reason. Follow these steps:
1. Make sure that the ear fitting supporters are properly attached to the LinkBuds. If the headphones and the charging case do not make contact with each other, charging or pairing may fail.
2. Clean the charging ports of the charging case. For details, refer to the article How to care for the headphones.
3. Place the LinkBuds in the charging case and start charging.
  Note: If the click sound is not heard when putting the LinkBuds into the charging case, make sure that the left and right headset units are inserted into the correct sides, and that the ear fitting supporters are properly attached to the LinkBuds.
4. When charging is complete, remove the LinkBuds from the charging case, and check the indicator. If the indicator lights up or flashes, go to step 3.
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 the article How to delete the Bluetooth device information of your playback device.
3. Perform the pairing again.
  Refer to the appropriate article:
  - For Android: Pairing and connecting with an Android smartphone
  - For iPhones: Pairing and connecting with an iPhone
  - For other devices: How to pair Bluetooth headphones with a Bluetooth source device
  Note: If the LinkBuds are not displayed in the connected device, remove the LinkBuds from the charging case once, then the LinkBuds will enter pairing mode again and will be displayed in the device.
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.
Reset the LinkBuds.

Visit the Help Guide (English only. For more languages, please visit here) or view the How to reset video:

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

The pairing can be done successfully.
The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
The pairing fails.
Go to the next troubleshooting step.
Initialize the LinkBuds, and then try the pairing again.
1. Initialize the headphones.
  Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.
  
  Visit the Help Guide (English only. For more languages, please visit here) or view the How to initialize video:
  
  Tip: Learn how to turn captions on or off when watching Internet videos from YouTube
  
  Note: The initialization is complete when the indicator light on the charging case flashes green 4 times. If the indicator does not light as expected, try the initialization again. To complete the initialization, make sure the lid of the charging case is closed before pressing the initialize button. If you fail to close the charging case completely or remove the headphones from the charging case before the initialization is complete, the initializing process will not finish.
2. Perform pairing again.
  Refer to the appropriate article:
  - For Android: Pairing and connecting with an Android smartphone
  - For iPhones: Pairing and connecting with an iPhone
  - For other devices: How to pair Bluetooth headphones with a Bluetooth source device
  Note: If the LinkBuds are not displayed in the connected device, remove the LinkBuds from the charging case once, then the LinkBuds will enter pairing mode again and will be displayed in the device.
The pairing can be done successfully.
The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
The pairing fails.
The headphones may have malfunctioned, and service may be required.