Sony SupportWH-ULT900N / ULT WEAR

Article ID : 00294243 / Last Modified : 03/24/2026Print

The headphones do not turn on (WF-C710N, WF-C700N)

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

    Before you start

    • Clean the headphones.
      Use dry cloth or cotton swab to clean the charging port. 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.
      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.

    Solution

    Note: The following procedure use WF-C700N images for reference.

    1. Make sure the battery is fully charged.

      The indicator lights up in orange when charging starts, and after charging is complete, the indicator will turn off.

      • If the headphones do not turn on after charging, go to step 2.
      • If the headphones can't start charging, refer to the following depending on the situation:
      The indicators repeatedly flash 3 times in orange

      The indicator shows an abnormal combination of the left and right units. Go to step 5.
      The indicators repeatedly flash twice in orange

      The abnormal temperature may prevent the charging. Leave the charging case in a place with an ambient temperature between 15 °C to 35 °C (59 °F to 95 °F) and try charging again. Efficient charging may not be possible beyond the range. If the issue persists, go to step 5.
      The indicators repeatedly flash slowly in orange

      An error occurs while charging. Go to step 5.
    2. Wear the headphones and check if you can hear a sound effect during tap control.
      I can hear the sound effect during tap control from the headphones.
      Go to step 4.
      I cannot hear sound effect during tap control from the headphones.
      Go to step 3.
    3. Check the Notification & Voice Guide setting.
      1. Open the Sony | Sound Connect app.
      2. Select Device settings → System, and check if the Notification & Voice Guide is set to On.
      The Notification & Voice Guide is set to On.
      Go to step 4.
      The Notification & Voice Guide is set to Off, or the setting cannot be confirmed because the headphones do not turn on.
      After setting it to On, go back to step 2.

    4. Reset (restart) the headphones.

      Refer to the Help Guide or view the How to reset video:

      If your headphones model does not appear in the device list of the playback device after the reset, 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 have been caused by a temporary malfunction of the headphones.
      The issue is not resolved
      Go to the next troubleshooting step.

    5. Initialize the headphones.
      Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

      Refer to the Help Guide or view the How to initialize video:

      The issue is resolved
      The issue may have been 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