Sony Support

Article ID : 00271754 / Last Modified : 07/07/2023Print

The headphones do not charge (WF-1000XM4)

    Before you start

    If the remaining battery charges are different between the left and right, refer to the article The remaining battery charges of the left and right WF-1000XM4 earbuds are significantly different.

    Solution

    Follow these steps to troubleshoot why the headphones do not charge:

    1. Select the way you charge.

      I use the wireless charging pad

      Go to step 2.
      I use the supplied USB Type-C cable

      Go to step 6.
      Note: Use the USB Type-C cable that is supplied with the product. Charging may not be possible with a commercially-available cable.

    2. Place the charging case on the wireless charging pad properly.

      Close the lid of the charging case and place it on the wireless charging pad with the SONY logo of the charging case facing upward.
      Note: If the charging case becomes misaligned with the wireless charging pad, charging may slow down or stop, or the charging case may become hot. For details on how to properly set the charging case on the charging pad, refer to the charging pad manual.

      The issue is resolved
      The issue may have been caused by the position of the charging case or wireless charging pad.
      The issue is not resolved
      Go to step 3.

    3. Place the charging case on the wireless charging pad, and check the indicator of the charging case.

      The indicator repeatedly flashes twice in red when the headphones are stored in the charging case

      Go to step 4.
      The indicator shows other status
      Go to step 5.

    4. Leave the charging case in a place with an ambient temperature between 15 °C and 35 °C (59 °F - 95 °F), and try charging again.

      The issue is resolved
      The issue may have been caused by the ambient temperature being too high or too low.
      The issue is not resolved
      Go to step 11.

    5. Using the supplied USB cable, connect the charging case to a USB AC adaptor or computer, and check if the charging can be completed.

      The charging can be completed
      If you use the wireless charging pad, remove anything attached to the charging case, such as covers. If the issue is still not resolved, the cause may have been the wireless charging pad. Consult the manufacturer of the wireless charging pad.
      The charging cannot be completed
      Go to step 6.

    6. Clean the charging port of the headphones, and check the indicator of the charging case.

      Clean the headphones and charging ports, set the headphones into the charging case, and check the status of indicator on the charging case. For details on how to clean the headphones, refer to the article How to care for the headphones.
      Note: When cleaning, 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 for about 3 seconds when the headphones are stored in the charging case

      The headphones are fully charged. Wear the headphones, connect to a device via Bluetooth, and check if you can hear the sound from the connected device.
      If the sound cannot be heard, refer to the article There is no sound, or sound is only heard from one side of the headphones.
      The indicator lights up in green for about 6 seconds when the lid is opened or closed

      The headphones are fully charged. Wear the headphones, connect to a device via Bluetooth, and check if you can hear the sound from the connected device.
      If the sound cannot be heard, refer to the article There is no sound, or sound is only heard from one side of the headphones.
      The indicator lights up in orange for about 3 seconds when the headphones are stored in the charging case

      Go to step 7.
      The indicator lights up in orange for about 6 seconds when the lid is opened or closed

      Go to step 7.
      The indicator does not light when the headphones are stored in the charging case

      Go to step 8.
      The indicator flashes in red when the lid is opened or closed

      Go to step 8.

    7. Set the headphones to the charging case, connect the charging case using the supplied USB Type-C cable, and check if the charging can be completed.
      Note: Clean the charging port before charging.

      The charging can be completed
      The charging port of the charging case may have been dirty.
      Hint: Regular cleaning is recommended to prevent issues with charging.
      The charging cannot be completed
      Go to step 11.

    8. Set the headphones to the charging case, connect the charging case using the supplied USB Type-C cable, and check the indicator of the charging case again.

      The indicator lights up in orange for more than 1 minute when the headphones are stored in the charging case

      The remaining battery may be low. Charge the headphones for more than 30 minutes.
      The indicator repeatedly flashes twice (or in 3 times) when the headphones are stored in the charging case

      Go to step 12.
      The indicator flashes slowly when the headphones are stored in the charging case

      Go to step 11.
      The indicator does not light when the headphones are stored in the charging case

      Go to step 9.

    9. Check if you can charge a different device with the same AC adapter or USB port.
      Use the same AC adapter or the USB port on the computer to charge a different mobile device or product.

      The mobile device or product can be charged
      Go to step 10.
      The mobile device or product cannot be charged
      The AC adapter or USB port may not be working. Contact the manufacturer.

    10. Clean the charging port of the charging case, and check if the charging can be completed.

      If any dust or dirt is in or around the charging port, the charging may not complete properly. Remove the dust or dirt with soft, dry cloth before charging.

      The charging can be completed
      The charging port of the charging case may have been dirty.
      Note: Regular cleaning is recommended to prevent issues with charging.
      The charging cannot be completed
      The headphones may be malfunctioning and service may be required.

    11. Reset the headphones.

      Visit the Help Guide or view the following video on how to reset the headphones:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      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.

    12. Initialize the headphones.
      Note: After initialization, the headphones will return to the factory settings and all Bluetooth pairing information will be deleted.

      Visit the Help Guide or view the following video on how to reset the headphones:

      Tip: Learn how to turn captions on or off when watching Internet videos from YouTube

      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