Troubleshoot Bluetooth pairing issues (headband / in-ear)

1. Check the status of the indicator when you turn on the headphones after initializing it:
   
   Notes:

   • After initialization, the headphones will return to the factory settings and all Bluetooth® pairing information will be deleted.
   • The method of initializing the headphones differs depending on the model. For details, refer to the headphones Help Guide. Manuals are posted on your model support page.
   View WH-1000XM4 initialize instructions 　
   1. Turn off the headphones while the USB Type-C™ cable is not connected.
   2. Press the (power) button and the CUSTOM button simultaneously and hold for at least seven seconds.
      
   3. When initialization is complete, the indicator flashes in blue four times.
      
   View WI-C400 initialize instructions 　
   1. Press the (power) button and (play/pause) button simultaneously and hold for at least seven seconds.
      
   2. The indicator flashes in blue four times.
      

   The indicator flashes blue and red alternately or it flashes blue twice

   The headphones are initialized and is in Bluetooth pairing mode. Go to the next troubleshooting step.

   The indicator flashes

   The headphones turned on without being initialized. Initialize the headphones again.

   The indicators do not flash

   Charging cannot be done properly. Refer to the The headphones do not charge article.

2. Perform the following procedure with the headphones and playback device, and check if the pairing can be done successfully.
   1. Restart the playback device to see if it has a temporary malfunction that may be causing the issue.
      Turn off the device, and turn it on again.
   2. Delete the Bluetooth device information of your playback device.
   3. Perform pairing again.
      For details, refer to your model's Help Guide. Manuals are posted on your model support page.

   Pairing can be done successfully.

   There was an issue connecting with the playback device, such as Bluetooth pairing being disconnected.

   Pairing fails.

   Go to the next troubleshooting step.

3. If available, pair your headphones with a different Bluetooth-enabled device:

   Pairing can be done successfully.

   The original device used may have caused the issue. It's recommended to use a different device or consult the manufacturer of the original device.

   Pairing fails on these devices too.

   The headphones may be malfunctioning and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide