Sony SupportGTK-XB7

Article ID : 00206013 / Last Modified : 20/05/2026Print

The headphones cannot pair with the device, or cannot connect with the device once paired (Headband/In-Ear)

    Select another model

    Note: If you have paired the headphones with multiple devices before and can no longer connect with one of those devices, refer to this article: The headphones or speaker cannot connect with a desired device when I have paired with multiple devices.

    Follow these steps to troubleshoot this issue:

    Before you start

    • If the headphones automatically connect to the last connected Bluetooth device, the Bluetooth connection to other devices may fail. If this is the case, operate the last connected Bluetooth device to disconnect the Bluetooth connection.
    • Radio interference will affect Bluetooth communication between the headphones and playback device. The interference is likely to occur in a crowded place, near a store's cash registers, near a microwave, near traffic lights or automatic doors, inside a crowded train or in a station, etc. To avoid interference, move the headphones and speaker closer, or set the sound quality mode to Prioritize on stable connection in the Sony | Sound Connect app.

    Solution

    1. Check the status of the indicator when you turn on the headphones after its initialization.

      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.
      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 in blue
      The headphones turned on without being initialized. Initialize the headphones again.
      The indicator does not flash
      Charging cannot be done properly. Refer to this article: The headphones do not charge.
    2. Try the following procedure, and check if the pairing can be done successfully.
      1. Restart the playback device.
        Since the playback device may be temporarily malfunctioning, turn off the device once, and turn it on again.
      2. Delete the Bluetooth device information of your playback device.
        For details on how to delete the Bluetooth device information, refer to the article How to delete the Bluetooth device information of your playback device.
      3. Perform pairing again.
        For details, refer to your model's Help Guide.
      Pairing can be done successfully.
      There seems to have been an issue connecting with the playback device, such as Bluetooth pairing being disconnected.
      Pairing fails.
      Go to the next troubleshooting step.
    3. If you have a different smartphone, Walkman, or other device, try to perform a Bluetooth pairing with the headphones and one of these other devices.
      Pairing can be done successfully.
      The playback device that was initially connected may be malfunctioning. Consult the manufacturer of the device.
      Pairing fails on these devices too.
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide