Article ID : 00294243 / Last Modified : 11/17/2023Print

The headphones do not turn on (WF-C700N)

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

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

      Clean the earbuds and charging ports, set the earbuds to the charging case, and check the status of the indicator on the charging case. Refer to the How to care for the headphones article.
      There are 2 images. The left image indicates the charging ports inside the charging case, located on the place contacts with the headphones. The right image indicates the charging ports on the headphones, located on the opposite side of the headphones button.

      Note: When cleaning, don't 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 or orange when the earbuds are stored in the charging case

      The remaining battery charge is sufficient. Go to step 2.
      The indicator doesn't light up when the earbuds are stored in the charging case

      The remaining battery of the earbuds is 1% or lower. Charge the earbuds and, after that, go to step 2.
      The indicators repeatedly flash 3 times in orange

      The indicator shows an abnormal combination of the left and right units. Go to step 6.
      The indicators repeatedly flash twice in orange

      The indicator shows an abnormal charging temperature. Go to step 6.
      The indicators repeatedly flash slowly in orange

      An error occurs while charging. Go to step 6.
    2. Wear the earbuds and check if you can hear the voice guidance.
      I can hear the voice guidance from the earbuds.
      Go to step 3.
      I can't hear the voice guidance from the earbuds.
      Go to step 4.
    3. Play music on the connected device, and check if you can hear the sound.

      Pair and connect the earbuds 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 can't 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, or the setting can't be confirmed because the earbuds don't turn on.
      After setting it to On, go back step 2.
    5. Reset the earbuds.

      Watch this video or refer to Reset the headsets product information page:

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the earbuds.
      The issue is not resolved
      Go to the next tstep.
    6. Initialize the earbuds.
      Note: Initialization returns the earbuds to the factory settings, and all Bluetooth pairing information is deleted.

      Watch this video or refer to Initializing the headset to restore factory settings product information page:

      The issue is resolved
      The issue may have been caused by a temporary malfunction of the earbuds.
      The issue is not resolved
      The earbuds may malfunction, and service may be required.  Go to Product Repair. 

    Go to the Headphones Troubleshooting Guide