Article ID : 00274355 / Last Modified : 02/03/2022

The headphones do not charge (WF-1000XM4)

    Follow these steps to troubleshoot why the WF-1000XM4 earbud headphones don't charge:

    1. Select the way you charge.

      I use the wireless charging pad

      Go to step 2.
      I use the supplied USB Type-C™ cable

      Go to step 6.
      Note: Use the USB Type-C cable that is supplied with the headphones. Charging may not be possible with a commercially-available cable.
    2. Place the charging case on the wireless charging pad properly.

      Close the lid and place the charging case on the wireless charging pad with the SONY logo facing upward.

      Note: If the charging case becomes misaligned with the wireless charging pad, charging may slow down or stop. For details on how to properly set the charging case on the charging pad, refer to the charging pad manual.

      The issue is resolved
      The issue may have been caused by the position of the charging case or wireless charging pad.
      The issue is not resolved
      Go to step 3.
    3. Place the charging case on the wireless charging pad, and check the indicator light on the charging case.

      The indicator repeatedly flashes twice in red when the headphones are stored in the charging case

      Go to step 4.
      The indicator shows other status
      Go to step 5.
    4. Take the charging case to a room with ambient temperature between 59 °F - 95 °F (15 °C and 35 °C), and charge it again.

      The issue is resolved
      The issue was caused by the ambient temperature being too high or too low.
      The issue is not resolved
      Go to step 11.
    5. Use the supplied USB cable to connect the charging case to a USB AC adapter or computer, and check if the case is charging.

      The case is charging
      If you use the wireless charging pad, remove anything attached to the charging case, such as covers. If the issue is still not resolved, the cause may have been the wireless charging pad. Consult the manufacturer of the wireless charging pad.
      The case is not charging
      Go to step 6.
    6. Clean the charging port of the headphones, and check the indicator status on the charging case.

      Clean the headphones and charging ports, set the headphones into the charging case, and check the indicator on the charging case.

      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 indicator lights up in green for about three seconds when the headphones are stored in the charging case

      The headphones are fully charged. Wear the headphones, establish a Bluetooth® connection to the device, and check if you can hear sound from the connected device.
      If you can't hear sound, refer to the There is no sound, or sound is only heard from one side of the headphones article.
      The indicator lights up in green for about six seconds when the lid is opened or closed

      The headphones are fully charged. Wear the headphones, establish a Bluetooth® connection to the device, and check if you can hear sound from the connected device.
      If you can't hear, refer to the There is no sound, or sound is only heard from one side of the headphones article.
      The indicator lights up in orange for about three seconds when the headphones are stored in the charging case

      Go to step 7.
      The indicator lights up in orange for about six seconds when the lid is opened or closed

      Go to step 7.
      The indicator doesn't light up when the headphones are stored in the charging case

      Go to step 8.
      The indicator flashes in red when the lid is opened or closed

      Go to step 8.
    7. Set the headphones into the charging case, connect the charging case using the supplied USB Type-C cable, and check if the case is charging.

      Note: Clean the charging port before charging.

      The case is charging
      The charging port on the charging case may have been dirty.
      Note: Regular cleaning is recommended to prevent issues with charging.
      The case is not charging
      Go to step 11.
    8. Set the headphones into the charging case, connect the charging case using the supplied USB Type-C cable, and check the indicator status on the charging case again.

      The indicator lights up in orange for more than one minute when the headphones are stored in the charging case

      The remaining battery level may be low. Charge the headphones for more than 30 minutes.
      The indicator repeatedly flashes twice (or three times) when the headphones are stored in the charging case

      Go to step 12.
      The indicator flashes slowly when the headphones are stored in the charging case

      Go to step 11.
      The indicator does not light when the headphones are stored in the charging case

      Go to step 9.
    9. Check if you can charge a different device with the same AC adapter or USB port.
      Use the same AC adapter or the USB port on the computer to charge a different mobile device or product.

      The mobile device or product is charging
      Go to step 10.
      The mobile device or product is not charging
      The AC adapter or USB port may not be working. Contact the manufacturer.
    10. Clean the charging port on the charging case, and charge the case again.

      If any dust or dirt is in or around the charging port, it may not charge properly. Remove the dust or dirt with soft, dry cloth before charging.

      The charging can be completed
      The charging port of the charging case may have been dirty.
      Note: Regular cleaning is recommended to prevent issues with charging.
      The charging cannot be completed
      The headphones may be malfunctioning and may require repair.  Go to Product Repair. 
    11. Reset the headphones.

      Visit the Help Guide or watch this video for instructions:


      The issue is resolved
      The issue was caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.
    12. Initialize the headphones.

      Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      Visit the Help Guide or watch this video for instructions:


      The issue is resolved
      The issue was caused by a temporary malfunction of the headphones.
      The issue is not resolved
      The headphones may be malfunctioning and may require repair.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide