The headphones do not charge (Headband/In-Ear)

Before you start

• If your headphones come with a USB Type-C® cable, try charging them using the supplied cable.
• We recommend charging the headphones in a place with an appropriate ambient temperature, for example between 15 °C and 35 °C (59 °F - 95 °F) for the 1000X THE COLLEXION. Efficient charging may not be possible outside this range. For details, refer to your model's Help Guide.
• For 1000X THE COLLEXION, WH-1000XM6: When using the headphones while charging, charging will stop at approximately 80% (if the battery level is more than 80%, charging will not start). The value is a rough estimate. The value may vary depending on the ambient environment.

Solution

1. Charge the headphones for five minutes, and check the status of the indicator.

   The location and color of the indicator differ depending on the model. Refer to the Help Guide for model-specific information.

   The indicator lights up.

   The headphones are in the process of charging. Wait until the headphones are fully charged.

   The indicator does not light up.

   Go to the next troubleshooting step.

2. Disconnect the USB cable and then reconnect it, and try charging again.

   • Make sure the USB cable is firmly connected to the headphones.
   • If you are using a USB AC adaptor, also make sure that the USB AC adaptor is firmly plugged into the AC outlet.

   The indicator lights up

   The issue was caused because the USB cable was not firmly connected.

   The indicator does not light up.

   Go to the next troubleshooting step.

3. Try charging using another USB AC adaptor or USB port.

   • If you have another USB AC adaptor, use it to charge the headphones.
   • If you are charging the headphones through a computer, connect them to a different USB port.
   

   The indicator lights up

   The AC adaptor or USB port may not be working. Contact the manufacturer.

   The indicator does not light up.

   • If you are charging the headphones by connecting them to a computer, go to step 4.
   • If you are charging the headphones using a device other than a computer, go to step 5.

4. Check the status of the computer, and try charging again.

   • Check that the computer is turned on. Turn the computer on or wake it up if it is in Standby (Sleep) or Hibernation mode.
   • Connect the headphones directly to the computer, not using a USB hub.
   • Update the OS of the computer to the latest version.
   • Restart the computer, and then reconnect the USB Type-C cable.

   The indicator lights up

   The AC adaptor or USB port may not be working. Contact the manufacturer.

   The indicator does not light up.

   Go to the next troubleshooting step.

5. Check if you can charge a different device with the same AC adaptor or USB port.

   The device can be charged.

   Go to the next troubleshooting step.

   The device also cannot be charged.

   The AC adaptor or USB port may not be working. Contact the manufacturer.

6. Reset (restart) the headphones.

   For details on how to reset the headphones, refer to your model's Help Guide.

   1000X THE COLLEXION How to reset
   1. Connect the headphones to an AC outlet.
   2. Press and hold the (power) button and the noise canceling/Ambient Sound Mode button for about 5 seconds.
      When reset is complete, the charging indicator turns off and then lights up again.
   WI-C100 How to reset
   1. Connect the headphones to an AC outlet.
   2. Press the volume + button and the volume - button simultaneously.

   Hint: If your headphones model does not appear in the device list of the playback device, turn off the Bluetooth setting in the device and turn it on again, or leave the Bluetooth setting once and return to try the connection again.

   The issue is resolved.

   The issue may be caused by a temporary malfunction of the headphones.

   The issue is not resolved.

   Go to the next troubleshooting step.

7. Initialize the headphones, and then try the pairing again.

   For details on how to Initialize the headphones, refer to your model's Help Guide.
   Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   1000X THE COLLEXION How to initialize
   1. Turn off the headphones while the USB Type-C® cable is not connected.
   2. Press and hold the (power) button and the noise canceling/Ambient Sound Mode button for about 10 seconds.
      When initialization is complete, the indicator flashes in blue 4 times.
   WI-C100 How to initialize
   1. Remove the USB Type-C® cable.
   2. Press the (power) button and the volume - button for about 7 seconds.
      When initialization is complete, the indicator flashes in blue 4 times.

   The issue is resolved.

   The issue may be 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