Article ID : 00272720 / Last Modified : 03/12/2021

Troubleshooting Bluetooth pairing issues (WF-C500)

    Follow these steps to troubleshoot Bluetooth pairing issues:

    1. Check the status of the indicator when you place both (left and right) earbuds in the charging case and open/close the lid.

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

      The charging case is fully charged. Go to the next troubleshooting step.
      The indicators repeatedly flash slowly in orange for about 15 seconds

      The remaining battery of the headphones is 20% or lower. Charge the headphones and, after charging is complete, go to the next troubleshooting step.
    2. Try the following procedure, and check if the pairing can be done successfully.
      1. 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


      2. Restart the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
      3. Delete the Bluetooth device information of your playback device.
        For details on how to delete the Bluetooth device information, refer to the How to delete the Bluetooth device information of your playback device article.
      4. Perform pairing again.
        Refer to the appropriate article:
      Pairing can be done successfully.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      Pairing fails.
      Go to the next troubleshooting step.
    3. 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 fails on these devices too.
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide top page