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Sony SupportWF-C500

Article ID : 00205968 / Last Modified : 27/06/2025

The headphones cannot pair with the device, or cannot connect with the device once paired

Important! Read this before you start

IF you are connecting your Bluetooth headphones to laptop / desktop computer, ensure laptop / desktop has a Bluetooth hardware module. Some laptop / desktop might not come with this hardware. Check the manual of your laptop / desktop on the availability of the Bluetooth module.
If your laptop / desktop does not come with a Bluetooth module, an external Bluetooth module adapter can be purchased to help you enable Bluetooth function on your laptop / desktop.
Make sure your computer supports the Advanced Audio Distribution Profile (A2DP) Bluetooth profile.
The drivers needed to connect your device to a computer are already included in the operating system.
Place your device within one meter of the computer / device.
Ensure your Bluetooth headphones is not connected to a previously paired device. The headphones can automatically connect with a previously paired device if Bluetooth is enabled and both devices are placed near each other. In this case, 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.
Update your Bluetooth audio device to the latest firmware. If you're looking for the firmware of your bluetooth audio device, please go to the Firmware & Software section of your model support page. If there is no firmware update under the Firmware & Software section, it just means that Sony is currently not offering a newer firmware.

Example for WF-1000XM3
If the Bluetooth connection with headphones suddenly disconnects, refer to the Bluetooth connection with headphones or speakers is suddenly disconnected article.
When you pair the headphones using the Bluetooth settings of the connecting device, select the headphones model name without the LE- prefix. If you only see the headphones model name with LE- prefix, wait for a few seconds until the model name without prefix LE- is displayed.
If there are any devices that have ever connected with LE Audio, the headphones may automatically connect with the device when the headphones enter the pairing mode. If this is the case, turn off the Bluetooth setting on the connected device, and perform pairing with another device.
If the headphone name does not appear on your device Bluetooth list, you may perform reset and/or initialize the headset. For details on how to perform reset and/or initialize the headset, refer to the article How to reset or initialize the Wireless Headphones

Select the appropriate headphones type or model for troubleshooting steps:

Headband / In-Ear

Headband/In-Ear

Truly Wireless

Go to the Headphones Troubleshooting Guide top page

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