Article ID : 00299256 / Last Modified : 11/17/2023Print

The headphones do not turn on (WF-1000XM5)

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

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

      Clean the headphones and charging ports, set the headphones to the charging case, and check the status of the indicator on the charging case. For details on how to clean the headphones, refer to the How to care for the headphones article.

      Note: 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 or orange when the earbuds are stored in the charging case

      The earbuds are fully charged. Go to step 2.
      The indicator flashes in orange

      The abnormal temperature or some other issue prevented charging. Go to step 7.
      The indicator does not light up

      The remaining battery of the headphones is 1% or lower. Charge the headphones and check if the indicator lights up. If the indicator does not turn on, go to step 5.
      The indicator repeatedly flashes in orange and blue when the lid is opened

      The software update is in progress. Wait until the update is complete.
    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 cannot 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 headphones and the device via Bluetooth®, and check if you can hear the sound from the connected device.

      I can hear the sound from the connected device.
      The issue has been resolved by charging or changing the settings.
      I cannot hear the sound from the connected device.
      Pairing may have not been completed. Refer to the appropriate article to establish a Bluetooth connection:
    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 6.
      The Notification & Voice Guide is set to Off.
      Change it to On, and then go back to step 2.
    5. Try the following procedure, and check if the headphones turn on.
      1. Make sure that the earbud tips are properly attached to the headphones.
      2. Place the earbuds into the charging case and start charging.
        Note: Make sure the left and right units are inserted into the correct sides.
      3. Remove the earbuds from the charging case, and check if the indicator lights up in green or orange.
      The headphones turn on.
      The issue may have been caused by the way the ear-fitting supporters were attached or placed into the charging case.
      The headphones do not turn on.
      Go to the next troubleshooting step.
    6. Reset the earbuds.

      Watch this video or refer to the Resetting the headphones page for instructions.

      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 troubleshooting step.
    7. Initialize the earbuds.

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

      Watch this video or refer to the Initializing the headphones to restore factory settings page for instructions.

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

    Go to the Headphones Troubleshooting Guide